How to unlock revenue
for your business with
Proactive Web Chat
Eptica. Transforming customer engagement for a multichanne...
Agenda
• Why Web Chat is now essential for online success
• About Eptica
• How to grow business revenue with Web Chat
• Ef...
How can I help you?
• 60% of Web visitors
abandon online
transactions…
• … but 4 out of 5 say
they would have
finalised wi...
Key facts and figures
Deliver 105% ROI
Boost your sales by 80%
Increase your AOV by 19%
Proactive Web Chat unlocks revenue...
Increase Sales and deliver high ROI
*Source: Forrester
Proactive Web Chat delivers 105% ROI,
Reactive Web Chat delivers on...
Reduce Customer Effort
*Source: Forrester
Customer satisfaction scores for web
chat are on average 10 points higher
than f...
Reduce Customer Service Costs
*Source: Gartner
** Source: Yankee Group
Web Chat can cut call volumes by 12%*
and increase ...
New! Eptica Chat 2.0
Discuss with your
customers online
in real time!
• REAL multichannel
customer interaction
• Multi-ses...
Global provider of
multichannel
customer interaction
software
• Based in UK, France,
Spain, Singapore
• Available in 26 la...
Eptica: a world-wide success
• Retail
• Banking
• Insurance
• Travel
• Public Sector
• Outsourcers
Specialist in:
How to grow revenue with Web Chat
1. Be proactive for 10x more conversions
2. Turn pain into profit
3. Arm your agents wit...
1. Be proactive for 10x more conversions
Proactive web chat sessions
are activated at key points
on the customer journey.....
1. Assisted form filling
Help your customers when they make a
mistake in a form field.
Turn pain points into profits
Leverage advanced analytics and
behavioural targeting tools to better
understand your custom...
Arm your agents with the right information
Improves the efficiency with an integrated
self-learning multichannel knowledge...
Arm your agents with the right information
Smart Search enables you to provide
lighting fast answers to your
customers’ qu...
Build engagement
Web Chat enables you to engage
and deliver personal service on
the web channel
• Train agents to build a
...
Be ready to chat on mobile
Sales through mobile devices
is forecast to grow to 25% by
2017*
• Develop a mobile chat
strate...
Integrate with other channels
*Source: eMarketer
Deploy chat as part of
an integrated
multichannel
solution, built around ...
Integrate with ecommerce & CRM systems
Gaining a 360 degree view of your
customers is vital to business success.
Efficiency benefits
Example 1:- Average Chat session 30% longer than phone conversation
Average Duration Contacts/hr % inc...
Simple but very smart
• Integrated with a single Knowledgebase
 Consistency and lower cost or maintenance across all chan...
Any Questions?
www.eptica.com
facebook.com/EpticaUK
twitter.com/EpticaUK
eptica.wordpress.com
Thank you!
The No1 customer engagement plat...
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Eptica Webinar: Unlock Revenue with Proactive Web Chat

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Web chat can make the difference between a sale and a lost customer - with proactive chat delivering a 105% return on investment and a 19% increase in Average Order Value, businesses today cannot afford to ignore this competitive advantage.

This presentation will show you how to:
- Use proactive web chat to reduce order abandonment and improve customer experience
- Unlock revenue for your business using real-time web analytics and customer behavioural data
- Build your business case for Chat using Eptica’s ‘Impact of Deploying Web Chat’ Return on Investment model

Published in: Technology, Business
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  • For businesses and organizations who wish to improve the dialog with online visitors, to increase revenue as well as strengthen customer support, Eptica offers a unique solution for real-time chat, a Cloud-based service that allows any company to provide live support to online customers. Eptica Chat combines the perfect mix of powerful functionality with the ease of use and low cost of ownership that lead to a fast return on investment, while dynamically adapting to your business rules and your Web site structure. Companies using Eptica Chat have reported converting up to 25 times more visitors into paying customers through agile business-driven chat engagement.
  • More than 400 leading brands worldwide are using Eptica’s customer interaction software to improve service efficiency and sales.
  • Eptica Webinar: Unlock Revenue with Proactive Web Chat

    1. 1. How to unlock revenue for your business with Proactive Web Chat Eptica. Transforming customer engagement for a multichannel world Paul Barnes, VP Operations, Eptica
    2. 2. Agenda • Why Web Chat is now essential for online success • About Eptica • How to grow business revenue with Web Chat • Efficiency benefits • Key points to remember
    3. 3. How can I help you? • 60% of Web visitors abandon online transactions… • … but 4 out of 5 say they would have finalised with direct help… Bring the right help, at the right time
    4. 4. Key facts and figures Deliver 105% ROI Boost your sales by 80% Increase your AOV by 19% Proactive Web Chat unlocks revenue for every business... Source: Forrester
    5. 5. Increase Sales and deliver high ROI *Source: Forrester Proactive Web Chat delivers 105% ROI, Reactive Web Chat delivers only 15% ROI*  Increases upselling opportunities  Reduces shopping cart abandonment  Removes roadblocks in customer journey using Co-browsing or Assisted Form Filling  Improves customer satisfaction 44% of people say having their questions answered live, while making a purchase is one of the most important features a website an offer Source: Forrester
    6. 6. Reduce Customer Effort *Source: Forrester Customer satisfaction scores for web chat are on average 10 points higher than for the telephone channel*  Increased First Contact Resolution  Ability to communicate complex information, guide the customer, co-browse or share documents  Improves customer satisfaction – customers value the immediacy, simplicity and personal service  Improved loyalty Half of digital consumers now expect an instant online response to their queries, and 63% are more likely to return to a site that offers web chat Source: eMarketer
    7. 7. Reduce Customer Service Costs *Source: Gartner ** Source: Yankee Group Web Chat can cut call volumes by 12%* and increase agent productivity between 35-75%**  Cut average interaction cost  Improved First Contact Resolution  Handling up to 5 chat sessions at one time 75% of consumers switch to other channels when a website lets them down – 35% escalate to a company’s telephone channel and 11% email Source: Forrester
    8. 8. New! Eptica Chat 2.0 Discuss with your customers online in real time! • REAL multichannel customer interaction • Multi-session text chat • Screen sharing and co- browsing • Integrated with the Eptica Knowledgebase • Cloud Architecture
    9. 9. Global provider of multichannel customer interaction software • Based in UK, France, Spain, Singapore • Available in 26 languages • Gartner Web Customer Service Magic Quadrant
    10. 10. Eptica: a world-wide success • Retail • Banking • Insurance • Travel • Public Sector • Outsourcers Specialist in:
    11. 11. How to grow revenue with Web Chat 1. Be proactive for 10x more conversions 2. Turn pain into profit 3. Arm your agents with the right information 4. Build engagement 5. Be ready to chat on mobile 6. Integrate with other channels 7. Integrate with ecommerce & CRM systems
    12. 12. 1. Be proactive for 10x more conversions Proactive web chat sessions are activated at key points on the customer journey... • Proactive outreach • Assisted form filling • Google search • Visit time • Number of visited pages • Engagement attempt limits • Customisation On your website, chat takes the place of a salesperson in a physical shop
    13. 13. 1. Assisted form filling Help your customers when they make a mistake in a form field.
    14. 14. Turn pain points into profits Leverage advanced analytics and behavioural targeting tools to better understand your customers INTEGRATED A/B TESTING enables you to continuously optimise conversion by easily comparing the results of different rules of Engagement to find out which approach performs best for Increasing conversion and decreasing drop-out rates.
    15. 15. Arm your agents with the right information Improves the efficiency with an integrated self-learning multichannel knowledgebase • Access to consistent information = same for all channels • Provide fast, right-first-time answers to your customers’ questions • Reduce agents training time
    16. 16. Arm your agents with the right information Smart Search enables you to provide lighting fast answers to your customers’ questions
    17. 17. Build engagement Web Chat enables you to engage and deliver personal service on the web channel • Train agents to build a rapport with the customer • Focus on asking qualifying questions • Let agents to take control of the dialogue 50/50 Aim to make chat sessions a 50/50 balance of scripted responses from your web chat knowledgebase with personal responses from the agent themselves.
    18. 18. Be ready to chat on mobile Sales through mobile devices is forecast to grow to 25% by 2017* • Develop a mobile chat strategy and embrace this new channel *Source: eMarketer
    19. 19. Integrate with other channels *Source: eMarketer Deploy chat as part of an integrated multichannel solution, built around a single knowledgebase to deliver a joined-up, efficient experience.
    20. 20. Integrate with ecommerce & CRM systems Gaining a 360 degree view of your customers is vital to business success.
    21. 21. Efficiency benefits Example 1:- Average Chat session 30% longer than phone conversation Average Duration Contacts/hr % increase Voice Call 5 mins 12 1 chat session 7 mins 9 -30% 2 chat sessions 7 mins 18 54% 3 chat sessions 7 mins 27 131% 4 chat sessions 7 mins 36 203% Example 2:- Average Chat session 50% longer than phone conversation Average Duration Contacts/hr % increase Voice Call 5 mins 12 1 chat session 7.5 mins 8 -50% 2 chat sessions 7.5 mins 16 33% 3 chat sessions 7.5 mins 24 100% 4 chat sessions 7.5 mins 32 167%
    22. 22. Simple but very smart • Integrated with a single Knowledgebase  Consistency and lower cost or maintenance across all channels  Right first time answers • Leverage advanced Analytics & Behavioural Targeting tools  See where and how to reach out in your buyer’s journey  See where customers need support • A/B testing for an agile customer interaction  Constantly look to optimise performance  Easily test different approaches and keep what’s best! Key points to remember...
    23. 23. Any Questions?
    24. 24. www.eptica.com facebook.com/EpticaUK twitter.com/EpticaUK eptica.wordpress.com Thank you! The No1 customer engagement platform for multichannel customer service
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