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Miranda HobbsUK Marketing Manager
Customer Service & Community Support, the perfect match!
Market trends
Gartner predicted that « through 2015, the dominant themes in customer service and support will be collaborative customer service processes, application migration to the cloud and support of mobile customers. »
eDigital Research shows that 62% of UK consumers have already or are willing to reply to question via community chat regards a product they have purchased and are happy with.
Gartner predicted that « by 2014, organizations integrating communities into customer support will realize cost reductions ranging from 10 percent to 50 percent. »
Community chat
∫∫ http://www.google.com/imgres?imgurl=http%3A%2F%2Fwww.numerique-sante.fr%2Fwp-content%2Fuploads%2Fsyntec_logo_RVB.png&imgrefurl=http%3A%2F%2Fwww.numerique-sante.fr%2Fsyntec-numerique&h=163&w=550&tbnid=4sKyF2LA9ZrGjM%3A&zoom=1&docid=6lg7piPz4voR9M&ei=omWFVPPNGoL-aIe8gdAD&tbm=isch&client=safari&ved=0CH0QMyhQMFA&iact=rc&uact=3&dur=417&page=3&start=70&ndsp=37
Vicky loooooves cooking
Hax le hachoir hachement malin !
Tous nos accessoires malins
Vicky is browsing the Cooktoys website and discovers some exciting utensils she hasn’t come across before…
Hax le hachoir hachement malin !
Tous nos accessoires malins
Have an account ? Sign in
COMMUNITY’S QUESTIONS
What is the best utensil for cooking
noodles?
1m
Looking for a gift for my girlfriend.
She’s a fan of cooking and already w…
10m
Hi there… Does anyone know the
quality of robots / mixers products? R…
10m
Anybody can help me? I don’t see
how to change the number of produ…
10m
Hello how long is the delivery time for
big products?
10m
Ask your own question here…
Hello! What is this product for?
Suddenly, a window pops up enabling here to chat with the online community in real-time.
Hax le hachoir hachement malin !
Tous nos accessoires malins
Have an account ? Sign in
COMMUNITY’S QUESTIONS
What is the best utensil for cooking
noodles?
1m
Looking for a gift for my girlfriend.
She’s a fan of cooking and already w…
10m
Hi there… Does anyone know the
quality of robots / mixers products? R…
10m
Anybody can help me? I don’t see
how to change the number of produ…
10m
Hello how long is the delivery time for
big products?
10m
Ask your own question here…
1m
Nadia - member of the community
An expert member of the community recommends the product and Vicky decides to buy it.
Yeah! It’s help you to cut vegetable in tiny pieces!
Hello! What is this product for?
!
LIVE
Unfortunately something went wrong with her order, the delivery info she’s submitted isn’t accepted…
!
MAY I HELP YOU?
Hi, I am Mat from customer service. I am here to help you.
Oh yeah!No thanks
X
LIVE
value
history
trafic
profile
context
browsing
iAdvize detects that Vicky is struggling and sends her a chat invitation.
Hi Vicky, I’m Matt and I’m here to help.Oh dear, it seems like you entered your ZIP code in the City field.
Mat 30 s
Vicky 35 s
LIVE
Matt from customer service gives Vicky a hand.
Your delivery info form doesn’t seem to work :-(
∫∫ http://www.google.com/imgres?imgurl=http%3A%2F%2Fwww.numerique-sante.fr%2Fwp-content%2Fuploads%2Fsyntec_logo_RVB.png&imgrefurl=http%3A%2F%2Fwww.numerique-sante.fr%2Fsyntec-numerique&h=163&w=550&tbnid=4sKyF2LA9ZrGjM%3A&zoom=1&docid=6lg7piPz4voR9M&ei=omWFVPPNGoL-aIe8gdAD&tbm=isch&client=safari&ved=0CH0QMyhQMFA&iact=rc&uact=3&dur=417&page=3&start=70&ndsp=37
Vicky can submit her order!
Hax le hachoir hachement malin !
Tous nos accessoires malins
Have an account ? Sign in
COMMUNITY’S QUESTIONS
What is the best utensil for cooking
noodles?
1m
Looking for a gift for my girlfriend.
She’s a fan of cooking and already w…
10m
Hi there… Does anyone know the
quality of robots / mixers products? R…
10m
Anybody can help me? I don’t see
how to change the number of produ…
10m
Hello how long is the delivery time for
big products?
10m
Ask your own question here…
Vicky has also come across an online community of enthusiasts who share her interests!
Hax le hachoir hachement malin !
Tous nos accessoires malins
site
site
site
What is the best utensil for cooking noodles? 1m
Looking for a gift for my girlfriend. She’s a fan of cooking and already
well equipped ... do you have any idea? Thx!!
10m
Hi there… Does anyone know the quality of robots / mixers products?
Really want to buy one :)
10m
Hi there… Does anyone know the quality of robots / mixers products?
Really want to buy one :)
10m
Anybody can help me? I don’t see how to change the number of
products in my cart!!
10m
Hello how long is the delivery time for big products?
I’m also looking for the best cooking knifes available on the store.
Can you help me?
10m
COMMUNITY’S QUESTIONS
Ask your own question here…
5 rewards
Florent Gosselin
Actions
Edit my profile
Chat w/ community
Open desk app
#1
13th / 1200 exp.
Vicky
Vicky has now become an expert herself and answers the questions of other users!
CURIOUS VISITOR BROWSING PRODUCTS
HIGH volume low value
volume
valeur
70%
30%
an enthusiast answers
DECIDED VISITOR IN CHECKOUT FUNNEL
low volume HIGH value
volume30%
70% valeur
an agent answers
We detect the online visitors who need help
or
smart routing
∫∫
We provide highly efficient and user-friendly targeting engine.
It was designed to use external data to improve performance!
target
agents + community
9-10 10-11 11-12 12-13 13-14 14-15 15-16 16-17 17-18 18-19 19-20 20-21 21-22 22-23 23-0
business hours
24/7 service
30% seized
opportunities
70% missed
opportunities
out of hours
community only
INTERACTIONS messenger between experts, profile
GAMIFICATION rewards, scoring, ranking
ALL-IN-1 chat, social, call, video
SMART FEATURES predictive answers, co-browsing
AGENT COMMUNITY
a personalized experience for your agents and community
members
tailored interfaces
∫∫ https://s3.amazonaws.com/f.cl.ly/items/0O3K393w0M1d2Y0b3Z1B/Image%202015-05-20%20at%204.10.42%20PM.png https://s3.amazonaws.com/f.cl.ly/items/0O3K393w0M1d2Y0b3Z1B/Image%202015-05-20%20at%204.10.42%20PM.png
assistCommunity members can chat with each other.
The user-friendly solution optimises productivity to provide visitors with the best support. They can transfer the chat to a professional agent if necessary.
COMMUNITY
∫∫ https://s3.amazonaws.com/f.cl.ly/items/0O3K393w0M1d2Y0b3Z1B/Image%202015-05-20%20at%204.10.42%20PM.png https://s3.amazonaws.com/f.cl.ly/items/0O3K393w0M1d2Y0b3Z1B/Image%202015-05-20%20at%204.10.42%20PM.png
monitorWe provide more than 100 performance indicators (agent productivity, sales, satisfaction) D+1 as well as real-time monitoring.
REPORTING
Results
90 active
experts
10,000 contacts/
month
Lucette
Read b
logpo
st
785 chats in
1 month40secs 3h50
a day chatting
Le Petit Vapoteur
Downlo
ad ca
se
study
€36,000 turnover generated
by 1 agent
€200kturnovermonth
Marmara
Read b
logpo
st
We connect REAL PEOPLE in REAL TIME with REAL RESULTS.
“
” We turn visitors into customers and customers into brand ambassadors.
House of Fraser
Newlook
Interflora
Toshiba
Virgin
Redcats
Adler
Fnac
Cdiscount
Rue Du Commerce
Redoute
Boulanger
Conforama
Monoprix
Sony
Darty
Grosbill
Decathlon
Worten
Ageas
Asstel
MAAF
Mutuelle Générale
Amaguiz
Direct Assurance
Malakoff Mederic
Groupama
Puerto Seguros
Caisse d’Epargne
Cofinoga
Axa Banque
Banque Populaire
Monabanq.
Sofinco
Boursorama
Soon
Louboutin
Chopard
Louis Vuitton
Dior
L’Oréal
Christofle
Lacoste
Thomas Cook
Center Parks
Air France
Voyages SNCF
IDTGV
Air Caraibes
Hotel B&B
Pierre & Vacances
Europcar
Pôle Emploi
La Poste
Drogue Info
Service
Bouygues Telecom
Canal +
SFR
Numéricable
BMW
Citroën
Renault
countries40
clients
500+clients
500+ clients across ALL verticals
Thank you for your time!
http://www.iadvize.com/blog/en/@iAdvize_UK
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