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Implementing Live Web Chat for Customer Service

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Learn reasons why customers prefer chat before and after purchase. And best in class practices to improve online sales and customer support with live chat. This presentation explores 1) Live Chat industry research 2) Online Sales 3) Shopping Cart Abandonment 4) Advantages of Chat 5) How to implement live chat 6) Quality Assurance metrics

Implementing Live Web Chat for Customer Service Google Hangout: http://youtu.be/_MIaFxFAO8A

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Implementing Live Web Chat for Customer Service

  1. 1. We‟re Customer ExperienceManagement Professionals ;) Implementing Proactive Web Chat for Customer Service
  2. 2. Internet Users of the Worldby Geographic Regions – 2012 Q2
  3. 3. World Internet Percentage Ratesby Geographic Regions – 2012 Q2 79% of North America is OnlineConfidential 3
  4. 4. Over 50% of US 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
  5. 5. US Internet Users‟ Expectations ofE-Commerce Sites (% of respondents) Pricing/shipping information clearly stated 95.5% Looks credible and trustworthy 76.5% Product displayed on homepage 70.8% Visually appealing 66.7% Total cost calculator (shipping, tax, etc.) 59.1% Online Users Search function Privacy statement 48.2% Have High Onsite customer reviews/testimonials 45.5% Expectations 40.9% Online customer service (live chat) 32.5% Links to social networks (Facebook, Twitter, etc.) 22.7% Source: Oneupweb, „Revolutionizing Website Design: The New Rules of Usability‟,
  6. 6. Shopping Cart Abandoners areValuable• 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 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 Source: Forrester Research knowledge to comparison shop and get better deals online.
  7. 7. Top 5 Causes for Shopping CartAbandonment1. 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%
  8. 8. Would you open a retail store withno sales clerks?Web Chat Services not only help improve shopping cartabandonment, but also improve customer experience byanswering questions and providing peace of mind during the shopping experience.
  9. 9. Chat Advantages• 20% increase in online sales• 25% decrease in operational cost Service• Customer satisfaction higher than other channels Sales• 90% + “Top 2 Box” CSAT• 90% First contact resolution• Agent productivity double than phone• Preferred contact method CHAT Clients leveraging web chat solutions realize higher or more advantages than phone channel
  10. 10. Quality Assurance and DataAnalytics Chat interactions provide valuable insight to businesses to help improve marketing efforts, product development, IT related challenges and existing business interactions.• What obstacles to buying 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?
  11. 11. Reasons for Customers to Chat –Before Purchase 20% Top Reasons Why PROMOTIONA Customers Chat L OFFER 35% QUESTIONS • Product Questions PRODUCT 15% QUESTIONS • Shipping Questions RETURN POLICY • Return Policy Questions QUESTIONS 30% • Promotional Offer Questions SHIPPING QUESTIONS Answering questions before purchase increases online sales by 20% or more!
  12. 12. Reasons for Customers to Chat –After Purchase Top Reasons Why 12% Customers Chat RETURN POLICY 36% • How do I track my order 19% HOW DO I DELIVERY TRACK MY • Copy of my online receipt POLICY ORDER? • Delivery policy 6% 27% • Return policy ACCOUNT INFORMATION COPY OF • Account information MY ONLINE RECEIPT CSAT is higher and operational costs lower with chat!
  13. 13. Verbatim Chat Transcripts ProvideCSAT & DSAT Average % CSAT vs.. DSAT - MTD DSAT 19% Drill Down on the Negative Surveys CSAT Average MTD CSAT is 81% at 81% and DSAT at 19% 37% 37% REASON S OUT OF COACHING AGENT WITHIN Improved beyond canned response AGENT CONTRO Coaching Improved in discovering customer needs L 26% CONTROL Improved in product knowledge ALERTS WITHIN More effectively answer customers‟ questions AGENT Alerts Go above and beyond assisting customers CONTRO L Customer interaction savvy Unavailability of the package that customerOut of Agent wants control Unable to resolve customer questions Existing customer
  14. 14. Best-in-Class Performance forImplementing Chat Services 1. Chat Strategy and Goals 4. Training • What business needs am I • What is the most effective way trying to address? to train new chat agents? • Proactive vs.. Reactive chat? • Ongoing education and • How will I define success? training? 2. Technology Selection 5. Ongoing Operations • Which chat technology meets • How do I integrate my chat our requirements? interactions into my quality program? 3. Recruiting • How do I gather business intelligence from the chat • Implement internally or interactions? outsource? • How do I fix issues and • What characteristics make a continually improve? good chat agent? (hint: they are very different than good voice agents)Confidential 14
  15. 15. Thank You Jim Iyoob Senior Vice President of Corporate Development, ILD Corp. Jim.iyoob@ildmail.com 210-839-1020 Stratus Contact Solutions San Antonio, TXConfidential 15

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