LIVECHAT Software Wstęp do

Why LIVECHAT Contact Center? Fast and intuitive contact with customer s visiting website Advanced tool for customer help and support Easy way to communicate between employees S ales increase and cost s decrease Streng t hen customer relations and raise their satisfaction.

Fast and intuitive contact with customer s visiting website

Advanced tool for customer help and support

Easy way to communicate between employees

S ales increase and cost s decrease

Streng t hen customer relations and raise their satisfaction.

Customer support through chat LIVECHAT Contact Center helps to raise internet sales, lower cost of customer support, maximize s customer sati s faction wh o gain new communication channel with company. Next slide shows operator’s application view - responsible for communication with customers

LIVECHAT Contact Center helps to raise internet sales, lower cost of customer support, maximize s customer sati s faction wh o gain new communication channel with company.

Next slide shows operator’s application view - responsible for communication with customers

Contact Center Active invitation Customer recognition Chat button Customer’s chat window Traffic monitoring Conferences between operators Knowledge base Autoinvite Files sending Remote desktop

Active invitation

Customer recognition

Chat button

Customer’s chat window

Traffic monitoring

Conferences between

operators

Knowledge base

Autoinvite

Files sending

Remote desktop

Customer chat window Online chat Real time operator and customer conversation Chat invitation Graphic element which displays operator is ready to chat User-friendly interface Customer is able to see operators image and as a result it is easier establish good relations Chat button Button that enables customer to chat with operator or to left message „ Left messages” form Visitor is able to left messages if no operator is currently available

Online chat

Real time operator and customer conversation

Chat invitation

Graphic element which displays operator is ready to chat

User-friendly interface

Customer is able to see operators image and as a result it is easier establish good relations

Chat button

Button that enables customer to chat with operator or to left message

„ Left messages” form

Visitor is able to left messages if no operator is currently available

Contact Center - schema

Advantages Sales increase More effective and prolonged time spend with client Way to accompany client during sales process Chat transcript as a source of knowledge and comments ref f ering customer needs and expectations New communication channel Costs decrease Reducing shopping cart abandonment Remote work – operators are able to work from any place Excellent e-commerce solution, fast and simple implementation and low system requirements

Sales increase

More effective and prolonged time spend with client

Way to accompany client during sales process

Chat transcript as a source of knowledge and comments ref f ering customer needs and expectations

New communication channel

Costs decrease

Reducing shopping cart abandonment

Remote work – operators are able to work from any place

Excellent e-commerce solution, fast and simple implementation and low system requirements

Advantages Customer Satisfaction Customer satisfaction and stronger attachment to brand. Returning customers satisfied with support. Immediate access to competent consultant Website views increase No need to install software at customers computer Modern communication channel Active chat invitation Transferring customer to another operator Remote desktop Traffic monitoring

Customer Satisfaction

Customer satisfaction and stronger attachment to brand.

Returning customers satisfied with support.

Immediate access to competent consultant

Website views increase

No need to install software at customers computer

Modern communication channel

Active chat invitation

Transferring customer to another operator

Remote desktop

Traffic monitoring

Live chat software market Live chat solutions become very popular in internet stores and services. They allow to provide help through sale process and improve customer support: In 2005 Forrester announced that shopping cart abandonment exceeds 50%. Average conversion rate is 3%. Live chat solutions allow to reach out customers needs, affect their behaviour and raise conversion rate. Forrester forecasts that until year 2010 over 55 mln users would buy through the Internet, e-commerce in sale channels will double and achieve 13%. American internet sales channels will achieve 14% yearly raise during next 5 years. From 172 millions to 329 millions until 2010. [1] Forrester http:// www.forrester.com /

Live chat solutions become very popular in internet stores and services. They allow to provide help through sale process and improve customer support:

In 2005 Forrester announced that shopping cart abandonment exceeds 50%.

Average conversion rate is 3%.

Live chat solutions allow to reach out customers needs, affect their behaviour and raise conversion rate.

Forrester forecasts that until year 2010 over 55 mln users would buy through the Internet, e-commerce in sale channels will double and achieve 13%.

American internet sales channels will achieve 14% yearly raise during next 5 years. From 172 millions to 329 millions until 2010.

[1] Forrester http:// www.forrester.com /

Features Live chat with the op e rator – a direct chat with the operator through the web communicator. Customer transfer – transferring chat to other operator with its history. Conferences – allows to chat with many operators simultaneously in one chat window. Autoinvite – invitation criteria could be defined to automatically display Invitation window. Customer information – complete customer’s information is displayed in one place. It contains i.e. last visit’s duration, number of chats and viewed pages. Chat transcript – chat history is available to all operators. Send links – operator can send links and accompany the customer through the sales process. Knowledge base – enables operators to use predefined answers which shortens operator’s response time.

Live chat with the op e rator – a direct chat with the operator through the web communicator.

Customer transfer – transferring chat to other operator with its history.

Conferences – allows to chat with many operators simultaneously in one chat window.

Autoinvite – invitation criteria could be defined to automatically display Invitation window.

Customer information – complete customer’s information is displayed in one place. It contains i.e. last visit’s duration, number of chats and viewed pages.

Chat transcript – chat history is available to all operators.

Send links – operator can send links and accompany the customer through the sales process.

Knowledge base – enables operators to use predefined answers which shortens operator’s response time.

Our customers

Contact LIVECHAT Software S.A. ul. Komandorska 53A/6B 53-342 Wrocław, POLAND tel.: + 48 71 780 20 50 fax: +48 71 780 20 51 email: info@livechatinc.com

LIVECHAT Software S.A.

ul. Komandorska 53A/6B

53-342 Wrocław, POLAND

tel.: + 48 71 780 20 50

fax: +48 71 780 20 51

email: info@livechatinc.com