Vivocha - MultiChannelDays 2013
Post on 23-Jun-2015
338 Views
Preview:
DESCRIPTION
Transcript
Turbocharge your Online Sales:how to increase conversion rate thanks
to multichannel customer support
HAVE YOU EVER ABANDONED AN ONLINE PURCHASEbecause you couldn’t find the information you needed?
60%consumers abandon the transaction if they can’t find immediate support(Forrester)
of abandoned shopping carts go cold within an hour
90%(Harvard research)
(Forrester Research, Inc.)
ACCORDING TO FORRESTER RESEARCH ROUGHLY HALF OF ONLINE CONSUMERS SAY THAT:
“having their questions answered by a live person while in the process of online shopping is one of the most important features on a Web site”
We help brands sell more online thanks to better customer support
Vivocha provides an Online Customer Interaction platform that enables businesses to seamlessly communicate with prospects and customers right on the website, using any combination of VoIP, Video, chat, audio callbacks and collaboration tools like Co-browsing, form & document sharing.
WE’RE FEEDBACK DRIVENwe surveyed more than 1.700 online shoppers
WILL INCREASE ITS BUYING ATTITUDE
75%
WANT DIRECT CONTACT
57%
LIKE PROACTIVE HELP
55%
Nicola LanzettaSenior Vice President ENEL*the 2nd largest Utility in Europe
25X more paying customers
“ Thanks to our analytics tool we discovered that customers that interact via Vivocha convert into paying customers 25x more than self service customers”
OUR CUSTOMERS
A CLOUD-BASED SERVICE THAT ALLOWS ANY COMPANY TO PROVIDE LIVE SUPPORT TO
ONLINE CUSTOMERS
MULTICHANNEL
chat voice videoco-browsingclick2call
SIMPLE+SMART+BEAUTIFUL+
PROACTIVE ENGAGEMENTDecide when and who to engage, based on wide variety of rules
WEB FOUNDRY
WEB FOUNDRY
WEB FOUNDRY
WEB FOUNDRY
WEB FOUNDRY
AGENT DESKTOP
AGENT DESKTOP
AGENT DESKTOP
AGENT DESKTOP
AGENT DESKTOP
ANALYTICS
ANALYTICS
ANALYTICS
API
API
Agent Desktop API
Analytics API
CTI API
Front-end API
Chat - PSTN - VoIP
Real Time Analytics
Collaboration Tools
Easy / deep integration with CRM and Customer Service platforms
3rd party CTI platforms
OPEN API - FRAMEWORK
FULLY INTEGRATED MULTIMEDIACOMMUNICATION SUITE
VIVOCHA
Easy yet powerful
High # of concurrent services
A/B testing
CUSTOMER OPERATIONS' SCALABILITY
Queue Mgmt & Routing
Reporting & Staffing
SERVICE CREATION ENVIRONMENT (a.k.a. Web-foundry)
WE ARE HERE
MILAN
CAGLIARISAN FRANCISCO
BRUSSEL
SAN PAULO
top related