how to boost lead generation and conversion rates?

onlineCUSTOMER INTERACTIONS

[rel. 3.4]

REITEK BACKGROUND

Reitek, the perfect partner for Customer Interaction and Relationship Management projects

boasts extensive hi-tech experience in designing multichannel communications thanks to:

technology that is consistently state of the art and developed in our research laboratories;

specialist know-how from over twenty years of multichannel communication projects;

excellence in professional support services;

focus on management and sales campaigns.

Customer Interaction and Relationship Management: Reitek focuses on innovation, flexibility

and development rapidity, offering companies a way to manage the entire interaction cycle

with customers.

From contact center software to telemarketing, Reitek designs, develops and integrates the most

evolved technological solutions for Campaign Management, Web 2.0, IVR and voice services.

REITEK FACTS & FIGURES

Type S.p.A. (Inc)

Sector Telecommunications

Establishment 1990

Headquarters Viale Sarca 336, 20126 Milan, Italy

Other branches Roma and Cagliari (ReiLabs research and development center)

Software solutions contact center and CRM,

IVR and voice services,

contact center analytics,

telemarketing software,

online customer interaction,

multimedia platform.

Human network 80-100 range including employees and consultants

Certifications UNI EN ISO 9001:2008 certification for the quality management system

Website www.reitek.com

REITEK CUSTOMERS

access • 68,6% of people age 11-

74

• 78,3% of people age 11-54

• 57,5% of families useInternet, 68% has a broadband access and 22% has a mobile access.

presence • active users: 24,7 millions

• average time spent online: 1 hour and 32 minutes

• average page views: 181

• Internet is the first information source for 22% of people.

e-commerce • e-buyer: 12% of population

• market value: 6,6 billion €

• orders: 25 millions, +18% 2010 vs 2009

• average transaction value: 220 €

• services: 2/3 of total value

• products: 1/3 of total value

WEB EVOLUTION [Italian market]

It’s essential to bridge the gap between web traffic growth and the proposition of a real contact

experience with the brand/service.

Sources:

Audiweb, Ricerca di Base sulla diffusione dell'online in Italia, dati AW Database novembre 2010;

Osservatorio B2C Netcomm - School of Management del Politecnico di Milano - 2010.

Aegis Media Expert/Isobar su dati Audiweb powered by Nielsen Online settembre 2009 - Eurisko New Media 2009.

ONLINE ENGAGEMENT

vivocha features relies on:

chat - for text multi-session chat.

share - co-browsing, content-pushing and form-sharing.

voice - Call Back, VoIP and videoconference.

vivocha is the only integrated platform for managing web-based

interaction channels (VoIP, Video over IP, Chat, Call Back),

equipped with a powerful and flexible Proactive Engine (real-time

web analytics, rules based proactive interaction, behavioural

targeting), real-time collaboration features (content and form

sharing) and Knowledge Base tools to enhance online interactions

with Internet users and customers.

ONLINE ENGAGEMENT cycle

engagement

interaction

media options (chat, Call Back...)

document share

page/file/video push

form co-browse

features

hot leads

shopping cart,

recency/loyalty,

registered...

traffic

page views,

links, banner,

landing pages...

parameters

contact center status,

user behaviour...

conversion

sales and conversion rates,

lead generation,

better customer care...

ONLINE ENGAGEMENT sales funnel

traffic

monthly visits on web portal,

weekly visitors on landing pages...

engagement

% visitors targeted “Hot Leads” (web proactivity rules and parameters)

# vivocha sessions generated by dynamic banners (for Hot Leads only)

% Hot Leads proactively engaged (depending on agent availability/cost...)

interaction

% accepted engagements

% managed and completed interactions

# total managed interactions (proactive + unsolicited)

conversion

unsolicited

post-interaction

“Many online consumers want help from a live person while they are shopping online; in fact, 44% of online

consumers say that having questions answered by a live person while in the middle of an online purchase is

one of the most important features a Web site can offer. Proactive chat can provide this type of customer

support, ultimately achieving multiple business goals for eBusiness professionals, including reducing abandonment,

improving conversions, and driving customer satisfaction. Implementing proactive chat can be a complex process

that requires aligning multiple business areas.

However, a successful proactive chat implementation doesn't end with a check mark next to the word "done"; savvy

eBusiness professionals understand that proactive chat success requires ongoing refinement of the business rules

that will trigger chat invitations, staffing, and customer experience.”

(Making Proactive Chat Work, Forrester Research, Inc., June, 2010)

ONLINE ENGAGEMENT market report

ONLINE ENGAGEMENT market report

Security of transaction is not the first/only worry of users and e-buyers.

The spotlight is now on “direct communication with merchant”.

Safety has many components that affects e-Commerce spending trends:

direct communication

with merchant

purchasing clearness

and awareness

security of transactionsafety of goods

delivery

transparency of

contract terms

WEB SOLUTIONS

sales

care

Boosts online sales thanks to a significant increase of conversion rates.

Cut churn rates and raise average transaction value through prompt multichannel support.

Identifies Hot Leads and offers them the best web experience on the market!

Enhance the Customer experience online!

Improve real-time and proactive assistance by a skilled agent, a sophisticated Proactive Engine

optimize the contact management to reduce service cost and avoid redundant calls to the

contact center.

WEB INTERACTIONS

live dialogue

VoIP call

link/page pushing

recall dialogue

Call Back

form sharing

document pushing

live dialogue

chat

personal support for unsatisfied

visitors (e.g. self-care areas and

FAQ)

increase of “first contact

resolution” rate vs other

interactions that generates further

follow-up

each agent can manage multiple

chat, reducing queue on hold and

improving productivity

applications versatility

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.

OUR INSIGHT

INSIGHT proactivity engine

multi-service management

parameters selection and rules creationpriority

events

(if and when interact in the page)

media

customizations

Javascript functions repository

graphic repository

(where and how interact in the page)

new page

popup

iFrame (complete and indipendent HTML

document in a page)

div (inline, shares the context in a page)

INSIGHT proactivity parameters

contact center status- queues on hold- skilled agents- groups and services

user behaviour- feedback- history- economics

timing- holiday/working days- h24 vs shifts- days/hours

media- chat- audio call and recall- one/two way video

browser and O.S.- vendors- versions

INSIGHT proactivity rule samples

browsing- page timeout- page views threshold- domain exit

Google AdWords- keyword-basedproposition- landing page with chat

visit loyalty and recency- back within x days- first interaction?- media memory

e-commerce cart- purchasing threshold- bundles and discounts

problem solving- form sharing- help for content search

INSIGHT client interface

Multi Operative System

Multi Browser

INSIGHT custom client interface

INSIGHT custom client interface

INSIGHT custom client interface

INSIGHT custom client interface

INSIGHT agent desktop

Push and Share Services

Web pages, PDF, audio/video,

forms…

Proactivity

Depending on particular contexts

and parameters, it’s possible to

propose assistance during customer

browsing (up-selling, promotions,

customer care…)

Integrations

CRM, Knowledge Management…

contact center toolbar: planning,

queues, pause, vocal ordering,

audio/video settings…

integrated management of agent

status and services availability on

website, queues and statistics…

Knowldege Base integration,

content-push (FAQ, file, link…),

form-sharing.contextual contents for the active

conversation, tagging, sessions sync.

between phone and web…

INSIGHT knowledge base

vivocha is equipped with a knowledge

base web application (synchronized login

and contextual contents for active

services), also available in stand-alone

modality.

tagging, recommendation and

metadata extraction systems;

non-stop development and upgrading

of collaboration features (comments

platform, wiki, messaging;

installation Wizard.

multi-content:text, link, file

massive uploads:RSS feed, .csv

INSIGHT contact center analytics

INSIGHT web analytics

VSP VIVOCHA SERVICE PROVIDER

Would you like to increase sales on your e-commerce portal but avoid investments in infrastructure?

Are you interested in an Online Customer Interaction campaign but don’t have an internal contact

center structure?

Would you like to decrease time to market with an integrated service?

VSPs – vivocha service providers – are organizations that can provide operators who are particularly skilled in

online support. They know how to best use the multiple channels offered by vivocha and are prepared to

provide a high-quality service in less time.

Contact a vivocha service provider directly or fill out this form for assistance in selecting the most suitable

partner for your project!

www.vivocha.com

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