+ All Categories
Home > Marketing > Omni Channel Engagement and The Use of Live Chat

Omni Channel Engagement and The Use of Live Chat

Date post: 14-Jul-2015
Category:
Upload: digitalmarketingshow
View: 709 times
Download: 4 times
Share this document with a friend
Popular Tags:
23
James Mann Business Development Manager Omni Channel Engagement and the use of Live Chat
Transcript
Page 1: Omni Channel Engagement and The Use of Live Chat

James Mann – Business Development Manager

Omni Channel Engagement

and the use of Live Chat

Page 2: Omni Channel Engagement and The Use of Live Chat

Ask us a question

@WhosOn

#DMSchatSee us on stand D60

Page 3: Omni Channel Engagement and The Use of Live Chat

This presentation is

not for you if you’re

not interested in your

customer experience.

James Mann – Parker Software

Page 4: Omni Channel Engagement and The Use of Live Chat

8 reasons why Live Chat fails

Security concerns

Expectations not met IN chat

Expectations not met AFTER chat

Failed execution

Poor implementation

No reviews or optimisation

Buy in from the whole organisation

Lack of continual training

Page 5: Omni Channel Engagement and The Use of Live Chat

The take up of communication technology has

historically been slow…

Page 6: Omni Channel Engagement and The Use of Live Chat

But if you look at the last 30 years,

it has evolved…

Page 7: Omni Channel Engagement and The Use of Live Chat

Key issues – customer experience

?

Do you understand your

customer journey and

how that experience

impacts your

organisation?

Do you know how

customers engage with

you and are you

constantly improving on

those methods of

communication?

?Is your organisation

meeting the customer

expectations of a

consistent user

experience across all

communication

methods?

?

Page 8: Omni Channel Engagement and The Use of Live Chat

Preferred customer communication channel

2014

Telephone 22%

Email 51%

Live Chat 21%

Social Media 6%

2011

Telephone 20%

Email 61%

Live Chat 16%

Social Media 3%

Our Predictions 2018

Telephone 18%

Email 30%

Live Chat 40%

Social Media 12%

Page 9: Omni Channel Engagement and The Use of Live Chat

How does Live Chat fit into the current

customer journey?

Here we will look at Live Chat popularity over the last 4 years (consumers & business)

90

80

70

60

50

40

30

20

10

0

53.4

2012 2013 20142011

56.660.5

68.5

2018

88+ (Prediction)

Page 10: Omni Channel Engagement and The Use of Live Chat

Live chat adoption in enterprise businesses – taken from TELUS International

2011 2012 2013 2014

34% 50% 67% 71%

87% 2018

Page 11: Omni Channel Engagement and The Use of Live Chat

Sales vs Customer Service - use of Live Chat

Sales

50%

Customer Services

60%

Page 12: Omni Channel Engagement and The Use of Live Chat

Business benefits of Live Chat - Sales

Advanced Visitor Data

Agent Productivity Reports

Canned Responses

Co Browsing

Document Sharing

Dynamic Invites - Rule Based

Form Field Capture

Improved SLA's

Increase Sales Opportunities

Knowledge Base Integration

Locational & GEOIP Targeting

Mobile Chat

Multi-tasking Agents

No Channel Change

Operator to Operator Chat

Prospect Detection

Real Time Chat Translation

Reduced Cart Abandonment

Skill Based Chat Routing

Supervisor Monitoring & Training

Video Chat

Page 13: Omni Channel Engagement and The Use of Live Chat

Business benefits of Live Chat - Service

1st Contact Resolution

Agent Productivity Reports

Canned Responses

Co Browsing

Document Sharing

Help Desk Ticketing

Improved Customer Experience

Improved SLA's

Knowledge Base Integration

Mobile Chat

Multi-tasking Agents

Operator to Operator Chat

Pre & Post Chat Surveys

Real Time Translation

Reduced Error Rates

Reduced Repeat Calling

Remote Control

Returning visitor

Skill Based Chat Routing

Supervisor Monitoring & Training

Video Chat

Page 14: Omni Channel Engagement and The Use of Live Chat

Business benefits of Live Chat - Marketing

Advanced & Custom Reporting

Advanced Visitor Analytics

Campaign Management

Chat Customisation

Competitive Advantage

Customer Loyalty

Dynamic Invites - Rule Based

Improved Click through Rates

Installable & Cloud

Knowledge Base Integration

Locational & GEOIP Targeting

Measure Quality Of Social Leads

Optimise Paid Leads

Professional Services - Chat Optimisation

Reduced Bounce Rates

Site Monitoring

Telephony Integration

Visitor List Segmentation

Visitor Summaries

Reduced Sales & Support Costs

Priceless Customer Feedback

Page 15: Omni Channel Engagement and The Use of Live Chat

Benefits of Live Chat - Customer

1st Contact Resolution

Chat Transcript

Comms Channel of Choice

Convenient

Customised Journey

Customised Offers/Incentives

Document Sharing

Easily Accessible

Increased Satisfaction

Live Technical Support

Mobile Chat

Multi-Tasking

No Annoying Hold Music

Post Chat Surveys

Real Time Chat Translation

Real Time Responses

Reduced Waiting Times

Rich Engagement

Secure Chat Windows

Seamless Channel Transition

Video Chat - Face to Face

Page 16: Omni Channel Engagement and The Use of Live Chat

Can your organisation

afford not to have a

optimised Live Chat

communication

channel?

Page 17: Omni Channel Engagement and The Use of Live Chat

Why live chat is preferred

Survey results show 79% of consumers surveyed preferred to use live chat as ‘questions are

answered immediately’

I get my questions

answered immediately

Because I can

multi-task

It’s the most efficient

communication method

Once I used live chat I

realised how well it works

Better information

than if I emailed

I don’t like talking on

the phone

Because I’m in control

of the conversation

Because I can chat while

I’m at work

Better information

than if I called

0% 10% 20% 30% 40% 50% 60% 70% 80% 90%

79%

51%

46%

38%

29%

22%

29%

21%

15%

Page 18: Omni Channel Engagement and The Use of Live Chat

How Live Chat needs to work in harmony with

other communication channels

CRM integration

BI integration

Telephone integration

Page 19: Omni Channel Engagement and The Use of Live Chat

Innovative ways of using Live Chat

- live chat is evolving

Live Chat is not just a static ‘click to chat’ or annoying pop up which follows you around…

There are many ways to use Live Chat across a multitude of business areas:

Live Technical Support

Live Sales

Live FAQ

Customised Offers & Discounts based on Customer Journey

Pop-up Chat, Dynamic Invites

Optimising Paid Marketing

Customer Feedback

Signature Link

Social Media Integration

Complaints Management

Document Verification

ID Verification

Page 20: Omni Channel Engagement and The Use of Live Chat
Page 21: Omni Channel Engagement and The Use of Live Chat

In Summary

Customer experience is key

Supply must meet demand

Internal buy in is essential

Full implementation and optimisation for maximum ROI

Integrate with all aspects of your internal processes

Page 22: Omni Channel Engagement and The Use of Live Chat

Contact us

Copies of this presentation are available from:

[email protected]

US OFFICE

Parker Software Inc.

4767

New Broad Street

Baldwin Park

Orlando Florida

32814

UK: 01782 822577

US: Toll Free (800) 680 7712

Worldwide: +44 330 0882 943

Visit our website to chat to a consultant:

www.parkersoftware.com

UK OFFICE

Parker Software Limited

Victoria Business Park

Prospect Way

Knypersley

Stoke on Trent

ST8 7PL

Page 23: Omni Channel Engagement and The Use of Live Chat

Any Questions?


Recommended