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Yomdel Operator-Backed Live Chat Solutions

Date post: 19-May-2015
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If you're wondering how live chat can help your online business you're in the right place. Yomdel's unique full service provides you with the operators and live chat to help boost conversion rates, grow revenues and create satisfied customers. Whether you are in online retail, services such as insurance, tickets and entertainment, automotive, hire services, travel, wholesale, not-for-profit or anywhere else where your online presence is important, then Yomdel can help. Get in touch with us today to find out how we can help you grow your online ecommerce business.
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Page 1: Yomdel Operator-Backed Live Chat Solutions
Page 2: Yomdel Operator-Backed Live Chat Solutions

The perfect live chat solution

[email protected]

Page 3: Yomdel Operator-Backed Live Chat Solutions

The perfect live chat solution

[email protected]

The perfect live chat solution

An end-to-end live chat customer service solution to

Reduce basket abandonmentDrive online conversionsGrow incremental salesIncrease average order value (AOV)Drive satisfaction and create brand loyaltyReduce telephone and email customer support enquiriesSupport business growth by• Improving customer engagement and support• Providing deep statistical analysis and customer insights • Creating competitive edge through 24/7 support• Delivering a scalable, cost effective solution

Page 4: Yomdel Operator-Backed Live Chat Solutions

What is Yomdel?

Your friendly, engaging and helpful online shopping assistant.

Revolutionising online shopping by bringing real people to act as virtual shop assistants to drive online sales and customer engagement.

We aim to clearly demonstrate that Yomdel adds value to your business, builds your customer base, increases satisfaction and will be a core strategy within your sales and marketing plans.

Yomdel offers unique operator-backed live chat services.

Creating competitive edge

[email protected]

Page 5: Yomdel Operator-Backed Live Chat Solutions

Why use live chat?“A marked preference toward live chat among the younger professional generation suggests UK businesses are missing an opportunity.”

“Demand for live chat is high, but UK businesses are ignoring the opportunity.”

“Although a relatively new method of customer interaction, the research showed live chat was already preferred by over one in five consumers as their number one communications choice.”

“Despite the limited availability of live chat in the UK, it was used by more than a quarter (28%) of those surveyed last year, suggesting that wherever a live chat option is available on a website, it will be used heavily.”

Source: Can Live Chat Rescue UK Firms from the Customer Service Doldrums? (Netop commissioned research)

Visitors are seven times more likely to chat than call. Chat makes customers happy.

[email protected]

Page 6: Yomdel Operator-Backed Live Chat Solutions

What live chat delivers Live Chat improves ecommerce performance. 49% are more likely to trust a website if chat is available. 53% prefer to shop at sites with chat available. 78% believe chat is more efficient than email. 60% believe chat is more efficient than phone. 50% reduction in shopping cart abandonment rates. Customers who used live chat are 3 times more likely to

make a repeat purchase. Customers who use chat are 12 times more likely to put

positive comments on social media (Facebook, Twitter).

Live Chat is at tipping point of adoption!

[email protected]

Page 7: Yomdel Operator-Backed Live Chat Solutions

Sample impacts of live chat

BT says live chat engagement with just 2% of total traffic delivers an average of 23% of total online sales.

Live chat assists nearly 20,000 new product sales to new BT customers every month.

An average of 80% of new product sales are incremental – in other words, if they hadn’t engaged via live chat they wouldn’t have converted online.

[email protected]

Page 8: Yomdel Operator-Backed Live Chat Solutions

Sample impacts of live chat

Since deploying live chat in 2009, Ted Baker says web visitors are four times more likely to make a purchase than if they simply self-served.

About 27% of UnderArmour.com shoppers who chat with agents on product pages make a purchase within 24 hours.

[email protected]

Page 9: Yomdel Operator-Backed Live Chat Solutions

Main Agenda

Why Yomdel?

Costing modelsThe Yomdel Solution

Delivery & Security

[email protected]

Page 10: Yomdel Operator-Backed Live Chat Solutions

Main Agenda

Why Yomdel?

Costing ModelsThe Yomdel Solution

Delivery & Security

[email protected]

Page 11: Yomdel Operator-Backed Live Chat Solutions

Why choose Yomdel?

Yomdel’s highly trained operators are ready to greet customers whatever the time of day or night.

Yomdel stands ready to answer customer questions in real time, create satisfaction and drive conversions.

Reduce lost opportunities, nurture and create happy, loyal customers and brand advocates. Build deep customer insights.

Live chat software is only part of the solution. The key is how it is used to drive engagement and create happy customers.

Yomdel is your partner in growth.

[email protected]

Page 12: Yomdel Operator-Backed Live Chat Solutions

What results can Yomdel deliver?

Increased sales Increased AOV (incremental sales) 25% decrease in operational cost versus

traditional phone/email support Higher CSAT ratings with 85%+

answering “Satisfied” or “Very Satisfied”

90% first contact resolution Deep customer insights

How I can help you grow.

[email protected]

Page 13: Yomdel Operator-Backed Live Chat Solutions

Chat is growing in popularity

I’m here to help you make the most of this opportunity.

“Chat is the highest form of customer satisfaction a company can have on its website”

Source: Diane Clarkson, Analyst at Forrester Research Inc

[email protected]

Page 14: Yomdel Operator-Backed Live Chat Solutions

Leading innovation in live chat

Multi-channel availability Brand promotions New product launch support Targeted chat (right product to right

person at right time) Campaign focused engagements Social chat Disaster management solution / service Critical / Key date support Up-selling / Cross-selling

Target the customers you want when you want.

[email protected]

Page 15: Yomdel Operator-Backed Live Chat Solutions

Main Agenda

The Yomdel solution

Why Yomdel?Delivery & security

Pricing models

[email protected]

Page 16: Yomdel Operator-Backed Live Chat Solutions

Yomdel solutionYomdel provides an end-to-end live chat solution, with expandable teams of skilled operators.

All recruitment and training is geared to create a bespoke and high performance customer service.

Yomdel’s deep dive into your business creates a detailed knowledge base.

Yomdel’s in-depth statistical reporting helps make sense of detailed customer engagement information.

We’re passionate about your customer experience!

[email protected]

Page 17: Yomdel Operator-Backed Live Chat Solutions

The Yomdel solution

Significant increase in first contact resolution,

reducing reliance on expensive email and

phone support.

In depth view of customers, what questions they ask and their behaviour online.

Best-in-class, continuous improvement. Carefully

monitored and managed on behalf of clients.

20%+ increase in conversion rates, higher average order value due to incremental sales, higher CSAT scores (85%+).

[email protected]

Page 18: Yomdel Operator-Backed Live Chat Solutions

Yomdel’s preferred software solution

Comprehensive functionality

Automated chat distribution Pre-defined/automated replies Co-browsingHighly customisable and brandableMulti-tenant configurationsReporting/Dashboards

Proactive & reactive chatLive visitor monitoring Intelligent rules-based routingGlobal supportSalesforce & Google analytics integrationTwitter integration

[email protected]

Page 19: Yomdel Operator-Backed Live Chat Solutions

Never miss a potential chatSales Technical Campaigns

Automated Chat Distribution (ACD)

Customer Services

Business rules intelligently route chats to best qualified operators.

If unavailable, chat is automatically routed to the next operator until the call is answered.

Supervisors can monitor, join chats or reassign chats as and when required.

Sales

[The Yomdel Operators]

[email protected]

Page 20: Yomdel Operator-Backed Live Chat Solutions

Yomdel operator solutions

Clients able to visit and train operators if desired.Direct contact with operator supervisors.Operators trained to be extensions of client permanent staff.Fast deployment with thorough reporting capabilities.

World-leading operator solutions located around the globe.Excellent written English skills.Minimum 40 wpm typing.Experience selling via chat.

Proven track record serving millions of chats a year for some of the world’s biggest brands. Extensive telecoms experience, while expertise and innovation gives absolute confidence.

[email protected]

Page 21: Yomdel Operator-Backed Live Chat Solutions

What does a chat look like?

Each

operator

can han

dle 2-3

concu

rrent c

hats

Each chat will last approx 13

minutes

Operators can handle 900 – 3,300 chats per month

Each operator likely to handle average 1,000+ chats a month

Operators answer within

20 seconds

[email protected]

Page 22: Yomdel Operator-Backed Live Chat Solutions

Steps to implementation

Building the knowledge base – 2 weeks

Technical design (chat buttons etc) & business rules – 3 weeks

Recruitment, training and personnel deployment, plus testing – 4 weeks

Chatting live within 4 weeks.

[email protected]

Page 23: Yomdel Operator-Backed Live Chat Solutions

Statistics & Insights

Statistical ReportingWeekly activity summary reportReport detailing number of chatsReport showing number of conversionsChat operator effectiveness (sales)Customer feedback – Chat operator CSAT scoresNegative comments

Customer InsightsFull chat transcripts capturing every question askedSales leadsNew product ideas, suggestionsReferral URLs Customer data (name, email, phone etc)Web functionality feedback

[email protected]

Page 24: Yomdel Operator-Backed Live Chat Solutions

Main Agenda

Delivery & security

The Yomdel solution

Pricing models

Why Yomdel?

[email protected]

Page 25: Yomdel Operator-Backed Live Chat Solutions

Delivery & securityRobust infrastructure. Top tier hosting. Secure data back-up. Servers housed in a datacentre managed and secured 24/7.

Defined and documented organisational security standards and procedures to protect sensitive data.

Training on all internal security policies and ongoing security awareness training programs.

Technical controls that provide protection to network, systems, and applications.

[email protected]

Page 26: Yomdel Operator-Backed Live Chat Solutions

Agenda

Pricing models

Delivery & security

Why Yomdel?

Yomdel’s solution

[email protected]

Page 27: Yomdel Operator-Backed Live Chat Solutions

Pricing models

Fully flexible and adaptable to client needs!

Can pilot different approaches to determine best blend for clients.

Yomdel is an “investment” not a “cost”. It drives profit.

Fixed FTE basis, Pay-For-Performance, or variable per chat structure.

Flexibility to deliver optimum results.

[email protected]

Page 28: Yomdel Operator-Backed Live Chat Solutions

www.yomdel.com

Follow us on Twitter @Yomdel Contact [email protected]


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