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Epic chat
The document discusses how combining call center, social media, and customer care capabilities can provide a best-in-class multi-channel customer experience. It notes that loyalty is now driven by interactions on the customer's terms and outlines how chat services can improve the customer journey from prospect to advocacy by answering questions, driving sales, and providing data insights.
Epic chat
- 2. 2 The changing landscapein customer communication provides a unique opportunity to combine the assets of our outsource services division (call center and network) with our social media expertise (SocialStrategy1) to provide clients a best in class multi-faceted customer care and lead generation solution Loyalty is now driven by a business’s interaction with it’s customer when & where the customer chooses to interact Multichannel Customer Care
- 3. 3 Customer Life Cycle Prospect NeedIdentified Online Research Purchase Decision Customer Care / Loyalty Brand Advocates
- 4. 4 Internet Users ofthe World
- 5. 5 79% of North America is Online WorldInternet Percentage Rates
- 6. 6 Over 50% ofUS Internet Users Shop Online • Last year, 167 million people in the U.S. made online purchases amounting to $200 billion in sales. • Shopping cart abandonment rates normally average 72 percent. – Last year, shopping cart abandonment was at 70 percent. • 2012 Black Friday – $1.04 Million in Online Sales – Online Sales Up 28% from 2011 • 2012 Cyber Monday – $1.47 Billion in Online Sales – Online Sales Up 17% from 2011
- 7. 7 US Internet Users’Expectations of E-Commerce Sites 22.7% 32.5% 40.9% 45.5% 48.2% 59.1% 66.7% 70.8% 76.5% 95.5% Pricing/shipping information clearly stated Looks credible and trustworthy Product displayed on homepage Visually appealing Total cost calculator (shipping, tax, etc.) Search function Privacy statement Onsite customer reviews/testimonials Online customer service (live chat) Links to social networks (Facebook, Twitter, etc.) Source: Oneupweb, ‘Revolutionizing Website Design: The New Rules of Usability’, Online Users Have High Expectations
- 8. 8 Shopping Cart Abandonersare Valuable • Plan to conduct more online research before purchasing • Online comparison shopping will become ever more commonplace • 84% more likely to research online to ensure best price • More likely to use voucher codes or look for them online • Spending more online than those that do not abandon shopping carts • Like to shop around before making a purchase Source: Forrester Research What this tells us is that visitors that abandoned shopping carts are very valuable: higher income customers that are more tech savvy, and use this knowledge to comparison shop and get better deals online.
- 9. 9 Top 5 Causesfor Shopping Cart Abandonment 1. Shipping and handling costs were too high - 44% 2. I was not ready to purchase the product - 41% 3. I wanted to compare prices on other sites - 27% 4. Product price was higher than I was willing to pay - 25% 5. Just wanted to save products in my cart for later consideration - 24%
- 10. 10 Web Chat Servicesnot only improve customer experience, it also helps improve shopping cart abandonment by answering questions and providing peace of mind during the online experience. Would you open a retail store with no sales clerks?
- 11. 11 Chat Advantages • Customersatisfaction higher than other channels • 25% decrease in operational cost • 90% + “Top 2 Box” CSAT • 90% First contact resolution • 20% increase in online sales • Agent productivity double than phone • Preferred contact method Sales Service CHAT Clients leveraging web chat solutions realize higher or more advantages than phone channel Chat Advantages
- 12. 12 Chat interactions providevaluable insight to businesses to help improve marketing efforts, product development, IT related challenges and existing business interactions. • What obstacles are your customers experiencing? • How are your customers and prospects responding to your promotional offers? • Why are your customers not buying? • What issues with service quality are your customers talking about? • What are the primary customer objections (i.e. price, quality of the product, service experience)? • What is the marketplace saying about your products and prices? Quality Assurance and Data Analytics
- 13. 13 Reasons for Customersto Chat – Before Purchase Top Reasons Why Customers Chat • Product Questions • Shipping Questions • Return Policy Questions • Promotional Offer Questions 35% PRODUCT QUESTIONS 30% SHIPPING QUESTIONS 15% RETURN POLICY QUESTIONS 20% PROMOTIONAL OFFER QUESTIONS Answering questions before purchase increases online sales by 20% or more!
- 14. 14 Reasons for Customersto Chat – After Purchase 36% HOW DO I TRACK MY ORDER? 27% COPY OF MY ONLINE RECEIPT 6% ACCOUNT INFORMATION 19% DELIVERY POLICY 12% RETURN POLICY Top Reasons Why Customers Chat • How do I track my order • Copy of my online receipt • Delivery policy • Return policy • Account information CSAT is higher and operational costs lower with chat!
- 15. 15 Chat Transcripts ProvideCSAT & DSAT CSAT 81% DSAT 19% Average % CSAT vs.. DSAT - MTD 37% COACHING WITHIN AGENT CONTROL26% ALERTS WITHIN AGENT CONTROL 37% REASONS OUT OF AGENT CONTROL Drill Down on the Negative Surveys Coaching Improved beyond canned response Improved in discovering customer needs Improved in product knowledge Alerts More effectively answer customers’ questions Go above and beyond assisting customers Customer interaction savvy Out of Agent control Unavailability of the package that customer wants Unable to resolve customer questions Existing customer Average MTD CSAT is at 81% and DSAT at 19%
- 16. 16 Chat Strategy andGoals What business needs am I trying to address? Proactive vs.. Reactive chat? How will I define success? Technology Selection Which chat technology meets our requirements? Recruiting Implement internally or outsource? What characteristics make a good chat agent? (hint: they are very different than good voice agents) Training What is the most effective way to train new chat agents? Ongoing education and training? Ongoing Operations How do I integrate my chat interactions into my quality program? How do I gather business intelligence from the chat interactions? How do I fix issues and continually improve? Best-in-Class Performance Model
- 17. 17 71% Preferto initiate the contact for customer care 57% Very likely to abandon site if they cannot find a quick answer 44% Feel having their questions answered by a real person is very important while on website 27% Like having an instant message/online chat box appear and ask if they need help with research or purchases What Chatters are Saying…
- 18. 18 Live Chat CanExtend Your Reach By: Initiate Invitations Based on Rules or Behavior Metrics Extending your hours and handling overflow Providing sales and support service queues Fulfilling the promise of the “platinum star service and Warranty” Leads to higher customer satisfaction Help attain business goals Monitoring live website traffic Customers that show higher propensity to make a “purchase” when assisted
- 19. 19 Proactive Chat CanTransform Business Improve Customer Satisfaction Increase Average Order Value Reduce Abandonment Rate Lower Costs Build Relationships
- 20. 20 Poor Proactive InvitationPractices Can Annoy Customers Avoid Annoyances By: Create a Clean Invitation Easy to Decline Invitation Unique Wording for Invite Consider Images, Colors, and Design Concerns with Proactive Chat
- 21. 21 Strategies for Success Create strategic rules that trigger a chat at a point of need or abandonment Set triggers for opportunities Consider starting small Make evaluation of business rules an ongoing process Rules to Implement Proactive Chat
- 22. 22 Customer Care &Reputation Management Loyalty is Now Being Built When and Where the Customer Chooses
- 23. 23 Over 1,000certified chat agents deployed worldwide Considered an expert in the chat space with over 12 million interactions each year Both chat and a knowledge base solution allows for a customer to receive real time help or answers to their questions, as they navigate your website US presence available 24/7 WHY EPIC?