Turbocharge your Online Sales:how to increase conversion rate thanks  to multichannel customer support
HAVE YOU EVER ABANDONED ANONLINE PURCHASEbecause you couldn’t find the information you needed?
60%                         90%consumers abandon the       of abandoned shoppingtransaction if they can’t   carts go cold ...
ACCORDING TO FORRESTER RESEARCH ROUGHLYHALF OF ONLINE CONSUMERS SAY THAT:“having their questions answered by a live person...
We help brands sell more online thanks to bettercustomer supportVivocha provides an Online Customer Interaction platform t...
WE’RE FEEDBACK DRIVEN    we surveyed more than 1.700 online shoppers           75%               57%              55%WILL ...
25X         more paying customers“ Thanks to our analytics tool we discovered thatcustomers that interact via Vivocha conv...
OUR CUSTOMERS
A CLOUD-BASED SERVICE THAT ALLOWS ANY COMPANY TO PROVIDE LIVE SUPPORT TO          ONLINE CUSTOMERS
click2call   chat   co-browsing   voice   video              MULTICHANNEL
+ SIMPLE+ SMART+ BEAUTIFUL
PROACTIVEENGAGEMENTDecide when and whoto engage, based onwide variety of rules
WEB FOUNDRY
WEB FOUNDRY
WEB FOUNDRY
WEB FOUNDRY
WEB FOUNDRY
AGENT DESKTOP
AGENT DESKTOP
AGENT DESKTOP
AGENT DESKTOP
AGENT DESKTOP
ANALYTICS
ANALYTICS
ANALYTICS
API
Agent Desktop APIAPI      Analytics API                       Front-end API                          CTI API
VIVOCHAFULLY INTEGRATED MULTIMEDIA                                          CUSTOMER OPERATIONS SCALABILITYCOMMUNICATION S...
MILAN                                       BRUSSEL                            CAGLIARISAN FRANCISCO                SAN PA...
THANK YOU@vivocha   vivocha   info@vivocha.com
Vivocha - MultiChannelDays 2013
Vivocha - MultiChannelDays 2013
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Vivocha - MultiChannelDays 2013

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Vivocha - MultiChannelsDays 2013 - hybris extend partner

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Vivocha - MultiChannelDays 2013

  1. 1. Turbocharge your Online Sales:how to increase conversion rate thanks to multichannel customer support
  2. 2. HAVE YOU EVER ABANDONED ANONLINE PURCHASEbecause you couldn’t find the information you needed?
  3. 3. 60% 90%consumers abandon the of abandoned shoppingtransaction if they can’t carts go cold within anfind immediate support hour(Forrester) (Harvard research)
  4. 4. ACCORDING TO FORRESTER RESEARCH ROUGHLYHALF OF ONLINE CONSUMERS SAY THAT:“having their questions answered by a live personwhile in the process of online shopping is one of themost important features on a Web site”(Forrester Research, Inc.)
  5. 5. We help brands sell more online thanks to bettercustomer supportVivocha provides an Online Customer Interaction platform thatenables businesses to seamlessly communicate with prospectsand customers right on the website, using any combination ofVoIP, Video, chat, audio callbacks and collaboration tools likeCo-browsing, form & document sharing.
  6. 6. WE’RE FEEDBACK DRIVEN we surveyed more than 1.700 online shoppers 75% 57% 55%WILL INCREASE ITS WANT DIRECT LIKE PROACTIVEBUYING ATTITUDE CONTACT HELP
  7. 7. 25X more paying customers“ Thanks to our analytics tool we discovered thatcustomers that interact via Vivocha convert intopaying customers 25x more than self servicecustomers” Nicola LanzettaSenior Vice President ENEL*the 2nd largest Utility in Europe
  8. 8. OUR CUSTOMERS
  9. 9. A CLOUD-BASED SERVICE THAT ALLOWS ANY COMPANY TO PROVIDE LIVE SUPPORT TO ONLINE CUSTOMERS
  10. 10. click2call chat co-browsing voice video MULTICHANNEL
  11. 11. + SIMPLE+ SMART+ BEAUTIFUL
  12. 12. PROACTIVEENGAGEMENTDecide when and whoto engage, based onwide variety of rules
  13. 13. WEB FOUNDRY
  14. 14. WEB FOUNDRY
  15. 15. WEB FOUNDRY
  16. 16. WEB FOUNDRY
  17. 17. WEB FOUNDRY
  18. 18. AGENT DESKTOP
  19. 19. AGENT DESKTOP
  20. 20. AGENT DESKTOP
  21. 21. AGENT DESKTOP
  22. 22. AGENT DESKTOP
  23. 23. ANALYTICS
  24. 24. ANALYTICS
  25. 25. ANALYTICS
  26. 26. API
  27. 27. Agent Desktop APIAPI Analytics API Front-end API CTI API
  28. 28. VIVOCHAFULLY INTEGRATED MULTIMEDIA CUSTOMER OPERATIONS SCALABILITYCOMMUNICATION SUITE Chat - PSTN - VoIP Queue Mgmt & Routing Real Time Analytics Reporting & Staffing Collaboration ToolsOPEN API - FRAMEWORK SERVICE CREATION ENVIRONMENT (a.k.a. Web-foundry) Easy / deep integration with CRM and Customer Service platforms Easy yet powerful 3rd party CTI platforms High # of concurrent services A/B testing
  29. 29. MILAN BRUSSEL CAGLIARISAN FRANCISCO SAN PAULO WE ARE HERE
  30. 30. THANK YOU@vivocha vivocha info@vivocha.com

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