People buy from people. These days customers are in control and can dictate how and when they decide to purchase or make an enquiry. They will come online when it suits them, and the winners are those companies that make themselves always available. Having 24/7 staffed live chat will push conversions to record levels. Chat with 5% - 10% website visitors 50% chats outside business hours Convert 20%+ to sale Convert 35% + to qualified lead Double conversions from paid traffic >85% Customer satisfaction Average chat length 10-12 mins >20% visitors leave feedback

1. 1
Driving Conversion Online Through
Real-Time Customer Engagement
Andy Soloman
Founder & CEO
andy.soloman@yomdel.com
Call me: 07928 542917
Tweet me: @yomdel
The Culture
of Now!
#DMS2015

2. 2
The pace of technological change is accelerating. Technology
now enables people to dictate terms to businesses.
#DMS2015

3. 3
Vietnam in 1992 had just eight
international phone lines. By
2014 it had 147 mobile
subscriptions per 100 people,
ahead of the UK with 125
subscriptions. This pattern is
repeated across the world.
Call Andy on 07928 542917, or Tweet @yomdel, or email andy.soloman@yomdel.com
The connected market is growing globally #DMS2015

4. 4
The information journey is accelerating …
Call Andy on 07928 542917, or Tweet @yomdel, or email andy.soloman@yomdel.com
#DMS2015

5. 5
More connected … more choices … less patience
Call Andy on 07928 542917, or Tweet @yomdel, or email andy.soloman@yomdel.com
With more choice, people have less time. They
are impatient and need immediate response.
#DMS2015

6. 6
From saucy holiday postcard …
Call Andy on 07928 542917, or Tweet @yomdel, or email andy.soloman@yomdel.com
Takes days
to arrive,
talking
point on
return.
#DMS2015

7. 7
… to saucy holiday instagram
Call Andy on 07928 542917, or Tweet @yomdel, or email andy.soloman@yomdel.com
Shared
in seconds,
forgotten
in minutes.
#DMS2015

8. 8
Call Andy on 07928 542917, or Tweet @yomdel, or email andy.soloman@yomdel.com
People want instant gratification
The culture of
#DMS2015

9. 9
Like it or not, the customer is now
firmly in control. So whatever you
do, don’t make them angry.
#DMS2015

10. 10
Call Andy on 07928 542917, or Tweet @yomdel, or email andy.soloman@yomdel.com
#DMS2015

11. 11
But online is failing potential customers
Call Andy on 07928 542917, or Tweet @yomdel, or email andy.soloman@yomdel.com
Who helps customers online?In shops, assistants help customers
www.myinternetshop.com
#DMS2015
The strategy is not to be the best … it’s to be the most available!

12. 12
Human interaction online solves the problem
Having 24/7 live chat staffed on
your website allows you to help
customers just when they need it.
#DMS2015

13. 13
The web can be a confusing place
Leaving visitors dangling
online is the same as leaving
money on the floor.
Call Andy on 07928 542917, or Tweet @yomdel, or email andy.soloman@yomdel.com
#DMS2015

14. 14
People like being helped by people
“After nearly two decades of shopping,
reading, watching, seeking information,
and interacting on the Internet, customers
expect services to be free, personalised,
and easy to use without instructions.”
McKinsey & Co
Call Andy on 07928 542917, or Tweet @yomdel, or email andy.soloman@yomdel.com
#DMS2015

15. 15
Aggregation of marginal gains
In a multi-device, multi-channel
world, the more choice and more
help given to customers online, the
more success a business will have.
Call Andy on 07928 542917, or Tweet @yomdel, or email andy.soloman@yomdel.com
#DMS2015

16. 16
Simple answers give incredible results
Call Andy on 07928 542917, or Tweet @yomdel, or email andy.soloman@yomdel.com
- Chat with 5% - 10% website visitors
- 50% chats outside business hours
- Convert 20%+ to sale
- Convert 35% + to qualified lead
- Double conversions from paid traffic
- >85% Customer satisfaction
- Average chat length 10-12 mins
- >20% visitors leave feedback
#DMS2015

17. 17
As if you needed convincing…
Call Andy on 07928 542917, or Tweet @yomdel, or email andy.soloman@yomdel.com
#DMS2015
What did you think of this chat? “Great.. very useful. The lady was
very helpful and nice. I would have only bought one product but
having read your reviews and from speaking to the agent it made me
confident enough to trust the website and part with more cash.”
What did you think of this live chat? “I have been so impressed, with
information given and courtesy shown.....I will be passing on your details to
rest of friends and family. Makes such a nice change to have assistance, even
though this was just checking you out. Thank you once again…Christine”

18. 18
Happy customers spend more
“Chat is the highest form of
customer satisfaction a company
can have on its website”
Source: Diane Clarkson, Analyst at Forrester Research Inc
Call Andy on 07928 542917, or Tweet @yomdel, or email andy.soloman@yomdel.com
#DMS2015
Demand for live chat is high, but UK
businesses are ignoring the opportunity

19. 19
Yomdel 24/7 live chat services help businesses grow
LEAD
GENERATION
Yomdel’s skilled live
chat operators convert
35% of all visitors who
chat to qualified lead.
24/7 REAL TIME
CUSTOMER SERVICE
Yomdel never sleeps.
50% of all live chat
engagements occur
outside business hours
SALES GROWTH
More leads and more
conversions drive more
sales and more revenue
24 hours a day.
HAPPY CUSTOMERS
Stellar CSAT pushes loyalty.
90% or more of people
using Yomdel say they are
very satisfied.
CONVERSION RATE
OPTIMISATION
Drive online conversions
to see client acquisition
costs drop as business
volume grows.
PROVEN SUCCESS
Yomdel works in multiple
sectors including property,
finance, IT, franchise
recruitment and sports.
ECOMMERCE
SUPPORT
24/7 live chat is proven
to reduce basket
abandonment and push
up average order values.
RICH DATA &
INSIGHTS
Deep insights into
customer behaviour online
help optimise websites to
suit your customers.
Call Andy on 07928 542917, or Tweet @yomdel, or email andy.soloman@yomdel.com

20. 20
www.yomdel.com
Follow us on Twitter @Yomdel
Email andy.soloman@yomdel.com or phone 07928 54917
20
Visit Yomdel
on Stand B47
Any
Questions?