real-time online customer service
DESCRIPTION
Presentation by Miranda Hobbs, iAdvize at Travel Marketing Master Class Event - 22nd July 2014TRANSCRIPT
4 years
70 people
1000
clients
38
countries
FR ES
UK DE+100% annual growth
Create value
Add a human touch to
online customer service
∫∫
House of Fraser New Look Galerie Lafayette Fnac Cdiscount Pixmania Rue Du Commerce Redoute Boulanger Conforama Monoprix Sony Darty Grosbill Decathlon
MAAF Mutuelle Générale Amaguiz Direct Assurance Malakoff Mederic Groupama
Caisse d’Epargne Cofinoga Axa Banque Banque Populaire Monabanq. Sofinco Boursorama Soon
Louboutin Chopard Louis Vuitton Dior L’Oréal Christofle Lacoste
Hotel Montecarlo Air France Voyages SNCF IDTGV Air Caraibes Hotel B&B Pierre & Vacances Europcar
Pôle Emploi La Poste Drogue Info Service
Numéricable
+1000clients38
countries
n°1benchmark
+1000clients 38
pays
Leader Français
Travel
How can we meet customer expectations by redistributing contacts to different channels and by reducing the number of solutions?
How can we provide advice and support which will improve customer satisfaction?
How can we provide advice and support which will improve customer satisfaction?
How can we test new customer service solutions and reduce the cost per contact?
real-time online customer service
{salesaugmenter les ventes via l’optimisation de la transformation et du panier moyen
{care
votre centre de contact et video all devicescallclick to chat targeting
+expertise
real-time online customer service
{salesincrease sales by optimising conversion and the average order value
{care
optimise your contact centre costs and improve
your customer satisfaction
Creating value is about connecting with the right person, in the right place, at the right time
Targeting
Target your visitors Offer your help Guide the visitor
Targeting
browsing
context
value
history
profile: CRM
traffic Genius Targeting
Creating value is about targeting
your visitors
Creating value is about connecting via the right channel
self service
Targeting
Creating value is also about guiding the visitor to the right agent availability
skills
group
language
Targeting
Add to basket
D e l i v e r y
My basket (1)My account
£
95 %
IVA DWH CRM TEL 3dParty
iAdvize is a connected solution
A team of experts dedicated to your success !
Get the most out of the solution Bring out the best in your agents
+ 300
advised clients
Monthly follow-up
with an expert
The impact of
Click to Chat in the
tourism & travel industries
∫∫
12 companies took part
“ Why did you deploy or would you consider
deploying Click to Chat? ”
c
80% of participants
implemented Click to Chat to
increase conversion rates
40%40%60%60%
80%
increase conversion rate
improve cust. exp.
improve brand image
meet cust. expectations
build cust. loyalty
Why Click to Chat?
“ How do you use Click to Chat on your
website? ”
c
80% of participants with chat
use it as a sales tool
“ Who manages your chat contacts? ”
c
60% of participants chose to
outsource the management of chat
contacts
“ What are the key success factors of a
Click to Chat project? ”
c
The optimised
implementation of the
targeting strategy
The proficiency of the
contact centre’s team
“ What is the outcome of your Click to Chat
project? ”
c
75% of companies considerably
improved the quality of service
92.8% "
satisfaction rate after chat
c
50% considerably increased
conversion rates
64% "
incremental share
250 people digital expertise: 7 days a week in 12 languages 1.1 million customer interactions a year Multichannel
100
200
300
400
Add a human touch
to online customer service
Offer online support in real-time
Improve
1st contact
resolution
Increase customer
satisfaction &
online sales
40
trained
Click to Chat
Monday to Friday 8 hrs a day
8 UK ES
SE IE
NO DK
FI PT
agents
in 1 hour
countries
contact us page
payment and personal
information pages
Air France targeting strategy
Targeting Interaction
‣ A visitor with more than £125 in their basket on the “personal information” page
Result
Conversion rate40%
During March 2014
Targeting Interaction
‣ On Manage My Bookings, visitors with a premium ticket or having purchased a specific purchase which cannot be modified online
82.5%
Since launch in July 2013 1st contact resolution: 82.5% of chat contacts do not have another chat contact within 30 days
1st contact resolution
90%
March 2014
Satisfaction rate
35%
From January to March 2014
Average Basket Value increase
To avoid a disappointing customer experience
Avoid too much “blending” (call and chat)
Invest in the necessary amount of agents
Click to Chat contributes towards building a stronger bridge between online and offline channels in order to boost direct sales and develop a closer relationship with our customers
“”
Miranda Hobbs UK Communication Manager [email protected]
+44 (0) 203 445 0590
Johan Guérin Head of International
Development [email protected]
+44 (0) 203 445 0801
Please feel free to contact us if you have any questions!Thank you!
