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Online Custumor Engagement with Contact Centers

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Everybody talk about live customer engagement, live chat, webcallback, ...
But what is it and how can you use it in your contact center ?
Find out in this presentation.

Publicada em: Negócios, Tecnologia
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Online Custumor Engagement with Contact Centers

  1. 1. 1 We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better. Jeff Bezos, CEO Amazon.com
  2. 2. 2 How to increase website conversion in a contact center
  3. 3. 3 Buzzword bingo Increase online sales Higher conversion rates Proactive lead generation Decrease site abandons Monetize our website
  4. 4. 4 Contact centers have been increasing sales for years now. A contact center is the perfect tool for every sales organisation. Increase online sales Why would this be different for online sales ?
  5. 5. 5 Contact centers have a lot of experience in creating scripts, training agents for convincing customers to buy, making an appointment, delivering that extra bit of service. Higher conversion rates Why would this be different for website conversion?
  6. 6. 6 Contact centers make appointments for customers. Outsourcers for other companies, inhouse contact centers for their sales team. By calling the potential customer you increase the chances of making an appointment. Proactive lead generation Why would this be different for online lead generation?
  7. 7. 7 Contact centers talk to frustrated customers every day. Helping them find the correct information is the difference between a new customer or a competitor having a new customer Decrease site abandons Why would this be different for site abandons?
  8. 8. 8 Contact centers rely on reporting to show that they make a profit. Conversion rates, SLA’s and KPI’s are used for this. Monetize your website Why would this be different for website profit reporting?
  9. 9. 9 Solutions
  10. 10. 10 • A/B testing • 0800 numbers • Email forms • Search forms • Live customer engagement (chat, video, cobrowsing, webcalling) Different approaches Marketing Contact Center Contact Center Web developement Marketing Sales
  11. 11. 11 • A/B testing • 0800 numbers • Email forms • Search forms • Live customer engagement (chat, video, cobrowsing, webcalling) Different approaches Marketing Contact Center Contact Center Web developement Marketing Sales
  12. 12. 12 IGNORE IT ! Contact Center options
  13. 13. 13 60% consumers abandon the transaction if they can’t find immediate support [Forrester] 90% of abandoned shopping carts go cold within an hour [Harvard research] 57% of the website visitors want direct contact for their questions [Vivocha research] 55% of the customers appreciate proactive chat as a way to help them [Vivocha research] Contact Center options
  14. 14. 14 Contact Center options USE IT ! THEONLYOPTION
  15. 15. 15 Solution examples Disclaimer: no sites were hacked, compromised or defaced for the making of the following slides. The sites used are sites from people in the audience whom may or may not be a customer at this time.
  16. 16. 16 Solutions: website interface Slider
  17. 17. 17 Solutions: website interface Popup
  18. 18. 18 Solutions: chat
  19. 19. 19 Solutions: email
  20. 20. 20 Solutions: callback
  21. 21. 21 Solutions: callback
  22. 22. 22 Solutions: video chat
  23. 23. 23 Solutions: Form assistance
  24. 24. 24 Solutions: marketing
  25. 25. 25 Cloud based platform for managing web-based interaction channels equipped with a powerful and flexible pro-active engine and an easy to use editor for fast deployement and customization What solution does iTOS3 offer ?
  26. 26. 26 Interface • Chat, callback, webcall (VoIP), video, co-browsing and form sharing, weblead Multimedia • Agents can handle multiple chats at the same time Multiple chats • Quickly give standard answers and greetings Standard tekst shortcuts • Assign skills to the different chat windows to send the chat to the right agent Skill based routing
  27. 27. 27 Customize •Pick one of the preconfigured colours and layouts Default colours •Choose between popups, buttons and sliders Different windows •Change the colours with the colour picker and upload your own logo Add your own colours and logos •All text can be changed, extra information can be asked in a form Custom text fields •Add as many windows to a page as you want, combine popups with sliders, … Multiple windows per page
  28. 28. 28 Proactive •Show a window after a predetermined time Time on page •Popup a chat window when an error is encountered in a form Error form •Ask for an interaction based on keywords used to find the page Google search •Offer a chat if the visitor visited multiple pages Number of visited pages •Create your own rules in javascript and dhtml Custom rules
  29. 29. 29 Mobile •iOS, Android, Windows phone Mobile OS supported •HTML5, CSS3, javascript Standards •Call setup and Callback with the click of a button Integrated telefony •In app voice supported WEBRTC •Push messages and geolocalisation Interaction
  30. 30. 30 In Short applicationsversatility customer care, retention, help desk, marketing & sales campaigns… web 2.0 state-of-the-art recommendation & clustering algorithms. contact center CTI integrations (agent management, queues, routing…) SMART behavioural targeting; trigger-based entries. DYNAMIC dynamic selection of media; monitoring and analytics. PROACTIVE rules based proactive interaction; real-time tracking of browsing/user behaviour.
  31. 31. 31 Contact center ? • Out of the box: skills linked to different windows and agents Skill based routing • Can be used in any browser Web application • Can be integrated thanks to restfull APIs Integrations More on the integration part in session 4: smartconnect
  32. 32. 32 Customer service isn’t a cost, it’s an opportunity Hans Similon, chief Viking @ Mobile Vikings
  33. 33. 33 robby.timmermans@itos3.com +32 476 201 395 @timmermansrobby linkedin.com/in/robbytimmermans Find me @ Robby Timmermans Sales Manager iTOS3