Home >Business >Implementing Live Web Chat for Customer Service

Implementing Live Web Chat for Customer Service

Date post:19-May-2015
View:1,838 times
Download:0 times
Share this document with a friend
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 Stratus Contact Solutions http://stratuscontactsolutions.com Twitter: http://twitter.com/stratuscxm Facebook: http://facebook.com/stratuscontactsolutions Linkedin: http://www.linkedin.com/company/stratus-contact-solutions
  • 1. Were Customer ExperienceManagement Professionals ;)Implementing Proactive Web Chatfor Customer Service

2. Internet Users of the Worldby Geographic Regions 2012 Q2 3. World Internet Percentage Ratesby Geographic Regions 2012 Q279% of NorthAmerica isOnlineConfidential 3 4. Over 50% of US Internet UsersShop Online Last year, 167 million people in the U.S. made online purchasesamounting 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. US Internet Users Expectations ofE-Commerce Sites (% of respondents) Pricing/shipping information clearly stated 95.5% Looks credible and trustworthy76.5% Product displayed on homepage70.8% Visually appealing66.7% Total cost calculator (shipping, tax, etc.)59.1% Online Users Search function Privacy statement48.2% Have High Onsite customer reviews/testimonials 45.5% Expectations40.9% 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. 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 purchaseWhat this tells us is that visitors that abandonedshopping carts are very valuable:higher income customers that are more tech savvy, and use this Source: Forrester Researchknowledge to comparison shop and get better deals online. 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. 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 duringthe shopping experience. 9. Chat Advantages 20% increase in online sales 25% decrease in operational costService Customer satisfaction higher than other channelsSales 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. Quality Assurance and DataAnalyticsChat interactions provide valuable insight to businessesto 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 promotionaloffers? 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. Reasons for Customers to Chat Before Purchase 20%Top Reasons Why PROMOTIONA Customers Chat L OFFER35% QUESTIONS Product Questions PRODUCT 15%QUESTIONS Shipping QuestionsRETURNPOLICY Return Policy Questions QUESTIONS 30% Promotional Offer Questions SHIPPINGQUESTIONS Answering questions beforepurchase increases onlinesales by 20% or more! 12. Reasons for Customers to Chat After PurchaseTop 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 receiptPOLICYORDER? Delivery policy6% 27% Return policy ACCOUNT INFORMATIONCOPY OF Account information MY ONLINERECEIPT CSAT is higher andoperational costs lower with chat! 13. Verbatim Chat Transcripts ProvideCSAT & DSATAverage % CSAT vs.. DSAT - MTD DSAT 19% Drill Down on the Negative Surveys CSATAverage MTD CSAT is 81%at 81% and DSAT at 19%37% 37% REASON S OUT OF COACHINGAGENTWITHIN Improved beyond canned response AGENT CONTRO CoachingImproved in discovering customer needsL 26%CONTROL Improved in product knowledgeALERTS WITHIN More effectively answer customers questionsAGENT AlertsGo above and beyond assisting customersCONTRO L Customer interaction savvy Unavailability of the package that customerOut of Agent wantscontrolUnable to resolve customer questions Existing customer 14. Best-in-Class Performance forImplementing Chat Services 1. Chat Strategy and Goals4. 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 chatour 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)Confidential14 15. Thank YouJim IyoobSenior Vice President of Corporate Development, ILD Corp. [email protected] Contact Solutions San Antonio, TXConfidential15

Popular Tags:

Click here to load reader

Embed Size (px)