Date post: | 14-Jul-2015 |
Category: |
Marketing |
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James Mann – Business Development Manager
Omni Channel Engagement
and the use of Live Chat
Ask us a question
@WhosOn
#DMSchatSee us on stand D60
This presentation is
not for you if you’re
not interested in your
customer experience.
James Mann – Parker Software
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
The take up of communication technology has
historically been slow…
But if you look at the last 30 years,
it has evolved…
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?
?
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%
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)
Live chat adoption in enterprise businesses – taken from TELUS International
2011 2012 2013 2014
34% 50% 67% 71%
87% 2018
Sales vs Customer Service - use of Live Chat
Sales
50%
Customer Services
60%
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
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
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
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
Can your organisation
afford not to have a
optimised Live Chat
communication
channel?
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%
How Live Chat needs to work in harmony with
other communication channels
CRM integration
BI integration
Telephone integration
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
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
Contact us
Copies of this presentation are available from:
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
Any Questions?