The perfect live chat solution
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
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
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.
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!
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.
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.
Main Agenda
Why Yomdel?
Costing modelsThe Yomdel Solution
Delivery & Security
Main Agenda
Why Yomdel?
Costing ModelsThe Yomdel Solution
Delivery & Security
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.
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.
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
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.
Main Agenda
The Yomdel solution
Why Yomdel?Delivery & security
Pricing models
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!
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%+).
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
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]
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.
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
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.
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
Main Agenda
Delivery & security
The Yomdel solution
Pricing models
Why Yomdel?
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.
Agenda
Pricing models
Delivery & security
Why Yomdel?
Yomdel’s solution
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.