Vivocha - MultiChannelDays 2013

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

@vivocha vivocha [email protected]

THANK YOU