NYC eCommerce Meetup (2.11.15)
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Immediacy is key for businesses that provide outstanding customer service. According to Forrester, nearly 60% of consumers now use live chat to get a question answered and, according to Software Advice, that's because live chat is convenient and has no hold times. This presentation provides: - an overview of Olark live chat for retailers; - data on the growing consumer preference for service channels with immediacy; - reasons why retailers should implement live chat; - and some best practices for using live chat.
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NYC eCommerce Meetup (2.11.15)
- 1. Happy Customers, Now. Featuring: Olark @Olark #OlarkLiveChat Presented by: Karl Pawlewicz Voice of Olark @karlpawlewicz
- 2. Tonight: 1. Olark, Right Now 2. The Customer is Always Right Now 3. Retailers Need to Be There Now 4. Be Here Now
- 3. 1. Olark, Right Now
- 4. 2009
- 5. 2009
- 6. 2015
- 7. 2015
- 8. 2009 2015 Employees: 4 (founders) Locations: Palo Alto YC Alum Bootstrapped Employees: 32 Locations: Ann Arbor, Austin, Brazil, Charlotte, Denver, Detroit, Montana, New Orleans, NYC, Phoenix, Portland, San Diego, San Francisco, UK, Toronto Bootstrapped
- 10. Help Your Team
- 11. Olark in Retail Used by Shopify Build a Business Winners Techcrunch Crunchie Winner Casper
- 12. Olark in Retail Integrations with Magento, Shopify and (coming soon) Prestashop
- 13. 2. The Customer is Always Right Now
- 15. Immediacy is preferred eDigital Research (November, 2013): "22% (of consumers) are happy to wait more than one day (24 hours) for a response to their email... 12% expect a reply within the one hour mark." Link: http://www.edigitalresearch.com/news/item/nid/151475278
- 16. Live chat is preferred Forrester (January 2015): Consumer survey: Online chat adoption continues to rise: Link: http://blogs.forrester.com/kate_leggett/15-01-22-customer_service_channel_usage_highlights_the_importance_of_good_self_service – 38% in 2009 – 43% in 2012 – 58% in 2014
- 17. Live chat is preferred Forrester (October 2014): Proactive chat — triggering of chat invitations based on a predefined set of visitor behaviors - is also on the rise: Link: http://blogs.forrester.com/kate_leggett/15-01-22-customer_service_channel_usage_highlights_the_importance_of_good_self_service – 27% in 2009 – 33% in 2012 – 44% in 2014
- 18. Live chat is preferred Software Advice (January, 2015): Link: http://www.softwareadvice.com/crm/industryview/demographics-live-chat-report-2015/
- 19. Live chat is preferred Software Advice (January, 2015): Link: http://www.softwareadvice.com/crm/industryview/demographics-live-chat-report-2015/
- 20. Live chat is preferred eConsultancy (November 2013): Link: https://econsultancy.com/blog/63867-consumers-prefer-live-chat-for-customer-service-stats/
- 21. 3. Retailers Need to Be There Now
- 22. Be There for your Customers Link: http://happycustomer.stellaservice.com/2014/09/08/preparing-for-the-holiday-rush-qa-with-kevin-gardiner-of-macys/ "Chat is big time for us." - Kevin Gardiner, Director of Store Operations & Strategies at Macy’s
- 23. Be There for your Customers Olark (January, 2015): Link: https://www.olark.com/customers/retail-lessons-for-2015 "On Cyber Monday 2014 we saw more than 100,000 chats happen across the Olark Network, up over 40% year over year from 2013."
- 24. Be There for your Customers Smart Insights (March, 2013) Credit: Justin Jackson, BizBox.ca Link: http://justinjackson.ca/unicorns/ "What you’re seeing here, is the power of intent. On AOL, Bing, Yahoo, Ask Search or Google, people are actively looking for a product or solution. This makes them more likely to buy the product when they find it."
- 25. Be There for your Customers Lisa Chu, owner, Black N Bianco: “Consumers expect a retailer to answer their question instantly, and by doing so we saw our conversions increase by 15 percent.” Link: http://blog.wiser.com/handle-rush-live-chat/
- 26. Live Chat = Sales X --- better customer retention with chat (source: Olark + Shopify study, 2011) X --- donation size after chatting with someone (source: GiveForward Case Study) % --- increase in cart size (source: Olark + Shopify study, 2011)
- 27. 4. Be Here Now
- 28. Oasis
- 29. Email form Chat (multiple ops) Experiment Chat (one person) Spreadsheet Helpdesk (Desk.com) CRM (Salesforce)
- 30. Be Fast 70seconds Live chat response time across retail verticals: 85seconds Five year average time to first chat on Olark.com: Source: StellaService http://happycustomer.stellaservice.com/2013/09/04/live- chat-study-which-retailers-are-speedy-and-thorough-in- chat-interactions/ 13seconds Median time to first chat on Olark.com last 7 days:
- 31. Be Clever Link: https://www.olark.com/using-olark/how-clever-greeters-increase-conversion-rates Clever greeters increased conversion rates by as much as 37 percent! -- Johnathan Dave, co-founder, Disruptive Advertising
- 32. Be Ready 20% increase in chats from Monday before Thanksgiving to Cyber Monday Mon. + Tues.busiest chat days of the week 7:00am - 11:00am PSTbusiest chat hours each day
- 34. Questions?
- 35. Karl Pawlewicz Voice of Olark karl@olark.com @karlpawlewicz Olark www.olark.com olark.com/pricing @Olark
Notas do Editor
- personal chat looked like this. it was awesome and personable.
- business chat looked like this. it was not awesome.
- we wanted to merge the two - bring businesses closer to their customers and make those interactions more personable.
- chat's come a long way. so have we.
- in case you're not familiar with Olark, this is what your customers see...
- And this is what your team sees.
- I interviewed our ecommerce customers and asked them what was bothering them in life i don't know who's on our site i'm worried about up-selling and cross selling and i'm worried about abandoning their shopping carts
- My customer is always right now story
- ...and this is what you see.
- Phone and email are still preferred, but chat provides the greatest satisfaction because people feel like they got their questions answered and got answers quickly.
- Be Here Now - also a great album by the band Oasis. This is just an excuse to drop in a mid-90s pop reference.
- Chat can be as small or as large as you want it. It's also a great CTA when you're first starting out.
- Traditional, polite greeters aren't actually that effective because we're inherently trained to say, "I'm just looking" when someone asks "Can I help you find something today."
- Don't be afraid to add more operators
- Our company mission adjusted for best practices on live chat. Bonus: Be fast to respond, but then slow down and take the time to understand the problem and connect with your customer.