Webinar iAdvize: Customer Service & Community Support, the perfect match!
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Gartner predicted that through this year, one of the dominant themes in customer service and support would be collaborative customer service processes. This refers to customers, generally experienced users, sharing their tips and experience with other users or potential customers who are often less ‘experienced’. Indeed, with the combined growth of peer-to-peer on the one hand and brand loyalty on the other, customers are increasingly willing to spend time taking part contributing to a brand community. And companies are starting to build on these communities, bringing them from forums onto their own corporate websites.
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Webinar iAdvize: Customer Service & Community Support, the perfect match!
- 2. Miranda Hobbs UK Marketing Manager
- 3. Customer Service & Community Support, the perfect match!
- 5. Gartner predicted that « through 2015, the dominant themes in customer service and support will be collaborative customer service processes, application migration to the cloud and support of mobile customers. »
- 7. eDigital Research shows that 62% of UK consumers have already or are willing to reply to question via community chat regards a product they have purchased and are happy with.
- 8. Gartner predicted that « by 2014, organizations integrating communities into customer support will realize cost reductions ranging from 10 percent to 50 percent. »
- 11. Hax le hachoir hachement malin ! Tous nos accessoires malins Vicky is browsing the Cooktoys website and discovers some exciting utensils she hasn’t come across before…
- 12. Hax le hachoir hachement malin ! Tous nos accessoires malins Have an account ? Sign in COMMUNITY’S QUESTIONS What is the best utensil for cooking noodles? 1m Looking for a gift for my girlfriend. She’s a fan of cooking and already w… 10m Hi there… Does anyone know the quality of robots / mixers products? R… 10m Anybody can help me? I don’t see how to change the number of produ… 10m Hello how long is the delivery time for big products? 10m Ask your own question here… Hello! What is this product for? Suddenly, a window pops up enabling here to chat with the online community in real-time.
- 13. Hax le hachoir hachement malin ! Tous nos accessoires malins Have an account ? Sign in COMMUNITY’S QUESTIONS What is the best utensil for cooking noodles? 1m Looking for a gift for my girlfriend. She’s a fan of cooking and already w… 10m Hi there… Does anyone know the quality of robots / mixers products? R… 10m Anybody can help me? I don’t see how to change the number of produ… 10m Hello how long is the delivery time for big products? 10m Ask your own question here… 1m Nadia- member of the community An expert member of the community recommends the product and Vicky decides to buy it. Yeah! It’s help you to cut vegetable in tiny pieces! Hello! What is this product for?
- 14. ! LIVE Unfortunately something went wrong with her order, the delivery info she’s submitted isn’t accepted…
- 15. ! MAY I HELP YOU? Hi, I am Mat from customer service. I am here to help you. Oh yeah!No thanks X LIVE value history trafic profile context browsing iAdvize detects that Vicky is struggling and sends her a chat invitation.
- 16. Hi Vicky, I’m Matt and I’m here to help. Oh dear, it seems like you entered your ZIP code in the City field. Mat 30 s Vicky 35 s LIVE Matt from customer service gives Vicky a hand. Your delivery info form doesn’t seem to work :-(
- 18. Hax le hachoir hachement malin ! Tous nos accessoires malins Have an account ? Sign in COMMUNITY’S QUESTIONS What is the best utensil for cooking noodles? 1m Looking for a gift for my girlfriend. She’s a fan of cooking and already w… 10m Hi there… Does anyone know the quality of robots / mixers products? R… 10m Anybody can help me? I don’t see how to change the number of produ… 10m Hello how long is the delivery time for big products? 10m Ask your own question here… Vicky has also come across an online community of enthusiasts who share her interests!
- 19. Hax le hachoir hachement malin ! Tous nos accessoires malins twitter site facebook site site What is the best utensil for cooking noodles? 1m Looking for a gift for my girlfriend. She’s a fan of cooking and already well equipped ... do you have any idea? Thx!! 10m Hi there… Does anyone know the quality of robots / mixers products? Really want to buy one :) 10m Hi there… Does anyone know the quality of robots / mixers products? Really want to buy one :) 10m Anybody can help me? I don’t see how to change the number of products in my cart!! 10m Hello how long is the delivery time for big products? I’m also looking for the best cooking knifes available on the store. Can you help me? 10m COMMUNITY’S QUESTIONS Ask your own question here… 5 rewards Florent Gosselin Actions Edit my profile Chat w/ community Open desk app #1 13th / 1200 exp. Vicky Vicky has now become an expert herself and answers the questions of other users!
- 20. CURIOUS VISITOR BROWSING PRODUCTS HIGH volume low value volume valeur 70% 30% an enthusiast answers DECIDED VISITOR IN CHECKOUT FUNNEL low volume HIGH value volume30% 70% valeur an agent answers We detect the online visitors who need help or smart routing
- 21. ∫∫ We provide highly efficient and user- friendly targeting engine. It was designed to use external data to improve performance! target
- 22. agents + community 9-10 10-11 11-12 12-13 13-14 14-15 15-16 16-17 17-18 18-19 19-20 20-21 21-22 22-23 23-0 business hours 24/7 service 30% seized opportunities 70% missed opportunities out of hours community only
- 23. INTERACTIONS messenger between experts, profile GAMIFICATION rewards, scoring, ranking ALL-IN-1 chat, social, call, video SMART FEATURES predictive answers, co-browsing AGENT COMMUNITY a personalized experience for your agents and community members tailored interfaces
- 24. ∫∫ https://s3.amazonaws.com/f.cl.ly/items/0O3K393w0M1d2Y0b3Z1B/Image%202015-05-20%20at%204.10.42%20PM.png https://s3.amazonaws.com/f.cl.ly/items/0O3K393w0M1d2Y0b3Z1B/Image%202015-05-20%20at%204.10.42%20PM.png assist Community members can chat with each other. The user-friendly solution optimises productivity to provide visitors with the best support. They can transfer the chat to a professional agent if necessary. COMMUNITY
- 25. ∫∫ https://s3.amazonaws.com/f.cl.ly/items/0O3K393w0M1d2Y0b3Z1B/Image%202015-05-20%20at%204.10.42%20PM.png https://s3.amazonaws.com/f.cl.ly/items/0O3K393w0M1d2Y0b3Z1B/Image%202015-05-20%20at%204.10.42%20PM.png monitor We provide more than 100 performance indicators (agent productivity, sales, satisfaction) D+1 as well as real-time monitoring. REPORTING
- 26. Results
- 28. 785 chats in 1 month 40secs 3h50 a day chatting Le Petit Vapoteur D ow nload case study
- 29. €36,000 turnover generated by 1 agent €200k turnover month Marmara R ead blog post
- 30. We connect REAL PEOPLE in REAL TIME with REAL RESULTS. “ ” We turn visitors into customers and customers into brand ambassadors.
- 31. House of Fraser Newlook Interflora Toshiba Virgin Redcats Adler Fnac Cdiscount Rue Du Commerce Redoute Boulanger Conforama Monoprix Sony Darty Grosbill Decathlon Worten Ageas Asstel MAAF Mutuelle Générale Amaguiz Direct Assurance Malakoff Mederic Groupama Puerto Seguros Caisse d’Epargne Cofinoga Axa Banque Banque Populaire Monabanq. Sofinco Boursorama Soon Louboutin Chopard Louis Vuitton Dior L’Oréal Christofle Lacoste Thomas Cook Center Parks Air France Voyages SNCF IDTGV Air Caraibes Hotel B&B Pierre & Vacances Europcar Pôle Emploi La Poste Drogue Info Service Bouygues Telecom Canal + SFR Numéricable BMW Citroën Renault countries40 clients 500+clients 500+ clients across ALL verticals
- 32. Thank you for your time! http://www.iadvize.com/blog/en/ @iAdvize_UK