THE UNTAPPED POTENTIAL
OF ECOMMERCE VIDEO CHAT
EVERYWHERE
NOWADAYS, VIDEO CHAT IS
Photo credit: nesson-marshall - CC
COMMUNICATION CHANNEL
IT’S THE FASTEst GROWING
600 Million
video calls
2010
30 000 Million
video calls
2015
OF SKYPE CALLS ARE MADE
2 BILLION MINUTES
Photo credit: Jon Ovington - CC
OF SKYPE CALLS ARE MADE
2 BILLION MINUTES
EVERYDAY
Photo credit: Jon Ovington - CC
AND IT’S NOT ONLY FOR
FAMILY & FRIENDS ANYMORE
AND IT’S NOT ONLY FOR
FAMILY & FRIENDS ANYMORE
conduct a job interviews
through video chat
60% OF HR MANAGERS
AND IT’S NOT ONLY FOR
FAMILY & FRIENDS ANYMORE
conduct a job interviews
through video chat
60% OF HR MANAGERS
use the plat...
AND IT’S NOT ONLY FOR
FAMILY & FRIENDS ANYMORE
video chat with
their patients
7% OF US DOCTORS
conduct a job interviews
th...
YOUR CUSTOMERS ARE
ASKING FOR IT
36%OF CUSTOMERS
would like to use
real-time video chat
with customer support
THE TOP 3 QUALITIES FOR
AND GUESS WHAT THEY SAY ARE
A CUSTOMER SERVICE AGENT
THE TOP 3 QUALITIES FOR
AND GUESS WHAT THEY SAY ARE
A CUSTOMER SERVICE AGENT
SPOILER ALERT: LEARNING A
SCRIPT BY HEART WON...
1
CAN SOLVE
PROBLEM QUICKLY
1
CAN SOLVE
PROBLEM QUICKLY
2
GOOD
PERSONAL INTERACTION
1
CAN SOLVE
PROBLEM QUICKLY
2
GOOD
PERSONAL INTERACTION
3
EXPERT IN
ITS FIELD
WHAT MAKES VIDEO CHAT
THE PERFECT SOLUTION?
FOR CUSTOMER SERVICE
VIDEO CHAT HAS SOMETHING
TEXT AND PHONE DON’T
VIDEO CHAT HAS SOMETHING
TEXT AND PHONE DON’T
BODY
LANGUAGE
AND WE MOSTLY COMMUNICATE
IN A NON-VERBAL WAY
AND WE MOSTLY COMMUNICATE
IN A NON-VERBAL WAY
through words
8%
AND WE MOSTLY COMMUNICATE
IN A NON-VERBAL WAY
through words
8%
through the tone of our
voice 38%
AND WE MOSTLY COMMUNICATE
IN A NON-VERBAL WAY
through words
8%
through the tone of our
voice 38%
through our face
expressi...
LOOK AT THIS WOMAN
Photo credit: Ronn Ashore - CC
LOOK AT THIS WOMAN
ARE YOU SMILING?
Photo credit: Ronn Ashore - CC
LOOK AT THIS WOMAN
ARE YOU SMILING?
WHEN BEING SMILED AT 50% OF
PEOPLE SMILE BACK & NONE FROWN
Photo credit: Ronn Ashore -...
AS MOTHER TERESA ONCE SAID
«I will never understand
all the good that a simple
smile can accomplish»
Photo credit: Marquet...
HOW CAN A SMILE
HELP YOUR BUSINESS?
HOW CAN A SMILE
HELP YOUR BUSINESS?
BY MAKING YOUR
CUSTOMERS FEEL GOOD
HERE’S THE EFFECT OF A SIMPLE SMILE
Photo credit: Mateus André - CC
HERE’S THE EFFECT OF A SIMPLE SMILE
Smiling makes you feel
better than eating
chocolate, having sex or
winning $16 000
Pho...
HERE’S THE EFFECT OF A SIMPLE SMILE
Smiling makes you feel
better than eating
chocolate, having sex or
winning $16 000
Peo...
HERE’S THE EFFECT OF A SIMPLE SMILE
Smiling makes you feel
better than eating
chocolate, having sex or
winning $16 000
Peo...
HERE’S THE EFFECT OF A SIMPLE SMILE
Smiling makes you feel
better than eating
chocolate, having sex or
winning $16 000
Peo...
HERE’S THE EFFECT OF A SIMPLE SMILE
Smiling makes you feel
better than eating
chocolate, having sex or
winning $16 000
Peo...
IF YOUR CUSTOMERS COULD SEE
CONSULTANTS SMILE
IF YOUR CUSTOMERS COULD SEE
CONSULTANTS SMILE
THAT’S HOW YOUR BRAND WOULD
MAKE THEM FEEL!
AND THAT’S NOT IT!
VIDEO ALSO INCREASES CONVERSIONS
AND THAT’S NOT IT!
VIDEO ALSO INCREASES CONVERSIONS
Customer who saw your
product on video are
85% MORE LIKELY TO BUY
AND THAT’S NOT IT!
VIDEO ALSO INCREASES CONVERSIONS
Customer who saw your
product on video are
85% MORE LIKELY TO BUY
95% ...
AND THAT’S NOT IT!
VIDEO ALSO INCREASES CONVERSIONS
Customer who saw your
product on video are
85% MORE LIKELY TO BUY
95% ...
MAJOR COMPANIES ARE ALREADY
VIDEO CHATTING
Added video chat support to their new
Kindle tablets and already have
thousands customer support staff
dedicated to video ...
Will soon launch video chat support for
Adwords customers in an effort to take
customer service to the next level
GOOGLE
P...
Was the first bank to offer video chat,
reducting costs associated with
meetings by 50%
mBANK
Photo credit: chuckbiscuito ...
NOW IT’S YOUR TURN!
BUILD YOUR OWN VIDEO CHAT SUCCESS STORY WITH CUSTOMERICARE
ASK FOR FREE TRIAL
http://customericare.com
Follow us on Twitter: @customericare
SUBSCRIBE TO OUR NEWSLETTER
Upcoming SlideShare
Loading in...5
×

The untapped potential of ecommerce video chat

4,271

Published on

More and more companies are using video chat to boost online sales or provide better customer support. But what really is the untapped potential of ecommerce video chat?

Published in: Sales, Technology, Business
0 Comments
16 Likes
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total Views
4,271
On Slideshare
0
From Embeds
0
Number of Embeds
7
Actions
Shares
0
Downloads
65
Comments
0
Likes
16
Embeds 0
No embeds

No notes for slide

Transcript of "The untapped potential of ecommerce video chat"

  1. 1. THE UNTAPPED POTENTIAL OF ECOMMERCE VIDEO CHAT
  2. 2. EVERYWHERE NOWADAYS, VIDEO CHAT IS Photo credit: nesson-marshall - CC
  3. 3. COMMUNICATION CHANNEL IT’S THE FASTEst GROWING 600 Million video calls 2010 30 000 Million video calls 2015
  4. 4. OF SKYPE CALLS ARE MADE 2 BILLION MINUTES Photo credit: Jon Ovington - CC
  5. 5. OF SKYPE CALLS ARE MADE 2 BILLION MINUTES EVERYDAY Photo credit: Jon Ovington - CC
  6. 6. AND IT’S NOT ONLY FOR FAMILY & FRIENDS ANYMORE
  7. 7. AND IT’S NOT ONLY FOR FAMILY & FRIENDS ANYMORE conduct a job interviews through video chat 60% OF HR MANAGERS
  8. 8. AND IT’S NOT ONLY FOR FAMILY & FRIENDS ANYMORE conduct a job interviews through video chat 60% OF HR MANAGERS use the plateform for business purposes 37% OF SKYPE USERS
  9. 9. AND IT’S NOT ONLY FOR FAMILY & FRIENDS ANYMORE video chat with their patients 7% OF US DOCTORS conduct a job interviews through video chat 60% OF HR MANAGERS use the plateform for business purposes 37% OF SKYPE USERS
  10. 10. YOUR CUSTOMERS ARE ASKING FOR IT 36%OF CUSTOMERS would like to use real-time video chat with customer support
  11. 11. THE TOP 3 QUALITIES FOR AND GUESS WHAT THEY SAY ARE A CUSTOMER SERVICE AGENT
  12. 12. THE TOP 3 QUALITIES FOR AND GUESS WHAT THEY SAY ARE A CUSTOMER SERVICE AGENT SPOILER ALERT: LEARNING A SCRIPT BY HEART WON’T DO
  13. 13. 1 CAN SOLVE PROBLEM QUICKLY
  14. 14. 1 CAN SOLVE PROBLEM QUICKLY 2 GOOD PERSONAL INTERACTION
  15. 15. 1 CAN SOLVE PROBLEM QUICKLY 2 GOOD PERSONAL INTERACTION 3 EXPERT IN ITS FIELD
  16. 16. WHAT MAKES VIDEO CHAT THE PERFECT SOLUTION? FOR CUSTOMER SERVICE
  17. 17. VIDEO CHAT HAS SOMETHING TEXT AND PHONE DON’T
  18. 18. VIDEO CHAT HAS SOMETHING TEXT AND PHONE DON’T BODY LANGUAGE
  19. 19. AND WE MOSTLY COMMUNICATE IN A NON-VERBAL WAY
  20. 20. AND WE MOSTLY COMMUNICATE IN A NON-VERBAL WAY through words 8%
  21. 21. AND WE MOSTLY COMMUNICATE IN A NON-VERBAL WAY through words 8% through the tone of our voice 38%
  22. 22. AND WE MOSTLY COMMUNICATE IN A NON-VERBAL WAY through words 8% through the tone of our voice 38% through our face expressions 55%
  23. 23. LOOK AT THIS WOMAN Photo credit: Ronn Ashore - CC
  24. 24. LOOK AT THIS WOMAN ARE YOU SMILING? Photo credit: Ronn Ashore - CC
  25. 25. LOOK AT THIS WOMAN ARE YOU SMILING? WHEN BEING SMILED AT 50% OF PEOPLE SMILE BACK & NONE FROWN Photo credit: Ronn Ashore - CC
  26. 26. AS MOTHER TERESA ONCE SAID «I will never understand all the good that a simple smile can accomplish» Photo credit: Marquette University - CC click here to tweet that quote
  27. 27. HOW CAN A SMILE HELP YOUR BUSINESS?
  28. 28. HOW CAN A SMILE HELP YOUR BUSINESS? BY MAKING YOUR CUSTOMERS FEEL GOOD
  29. 29. HERE’S THE EFFECT OF A SIMPLE SMILE Photo credit: Mateus André - CC
  30. 30. HERE’S THE EFFECT OF A SIMPLE SMILE Smiling makes you feel better than eating chocolate, having sex or winning $16 000 Photo credit: Mateus André - CC
  31. 31. HERE’S THE EFFECT OF A SIMPLE SMILE Smiling makes you feel better than eating chocolate, having sex or winning $16 000 People who smile more in their lifetime live a longer and happier life Photo credit: Mateus André - CC
  32. 32. HERE’S THE EFFECT OF A SIMPLE SMILE Smiling makes you feel better than eating chocolate, having sex or winning $16 000 People who smile more in their lifetime live a longer and happier life Smiling makes you more likable but also makes you look more competent and attractive Photo credit: Mateus André - CC
  33. 33. HERE’S THE EFFECT OF A SIMPLE SMILE Smiling makes you feel better than eating chocolate, having sex or winning $16 000 People who smile more in their lifetime live a longer and happier life Smiling makes you more likable but also makes you look more competent and attractive Smiling makes you healthier. It lowers blood pressure and reduces stress hormones levels Photo credit: Mateus André - CC
  34. 34. HERE’S THE EFFECT OF A SIMPLE SMILE Smiling makes you feel better than eating chocolate, having sex or winning $16 000 People who smile more in their lifetime live a longer and happier life Smiling makes you more likable but also makes you look more competent and attractive Smiling makes you healthier. It lowers blood pressure and reduces stress hormones levels Botox blocks out muscles used for genuine smiles therefore cancelling the benefits of smiling Photo credit: Mateus André - CC
  35. 35. IF YOUR CUSTOMERS COULD SEE CONSULTANTS SMILE
  36. 36. IF YOUR CUSTOMERS COULD SEE CONSULTANTS SMILE THAT’S HOW YOUR BRAND WOULD MAKE THEM FEEL!
  37. 37. AND THAT’S NOT IT! VIDEO ALSO INCREASES CONVERSIONS
  38. 38. AND THAT’S NOT IT! VIDEO ALSO INCREASES CONVERSIONS Customer who saw your product on video are 85% MORE LIKELY TO BUY
  39. 39. AND THAT’S NOT IT! VIDEO ALSO INCREASES CONVERSIONS Customer who saw your product on video are 85% MORE LIKELY TO BUY 95% REMEMBER VIDEO After 3 days, only 10% of people remember text but
  40. 40. AND THAT’S NOT IT! VIDEO ALSO INCREASES CONVERSIONS Customer who saw your product on video are 85% MORE LIKELY TO BUY 95% REMEMBER VIDEO After 3 days, only 10% of people remember text but UPSCALE CUSTOMERS Video chat attract more ($75,000 household earnings / year)
  41. 41. MAJOR COMPANIES ARE ALREADY VIDEO CHATTING
  42. 42. Added video chat support to their new Kindle tablets and already have thousands customer support staff dedicated to video chat AMAZON Photo credit: jblyberg - CC
  43. 43. Will soon launch video chat support for Adwords customers in an effort to take customer service to the next level GOOGLE Photo credit: chuckbiscuito - CC
  44. 44. Was the first bank to offer video chat, reducting costs associated with meetings by 50% mBANK Photo credit: chuckbiscuito - CC
  45. 45. NOW IT’S YOUR TURN! BUILD YOUR OWN VIDEO CHAT SUCCESS STORY WITH CUSTOMERICARE ASK FOR FREE TRIAL
  46. 46. http://customericare.com Follow us on Twitter: @customericare SUBSCRIBE TO OUR NEWSLETTER
  1. A particular slide catching your eye?

    Clipping is a handy way to collect important slides you want to go back to later.

×