Overcoming basket abandonment through effective implementation of real-time communications services.
|
|
- Moris Glenn
- 8 years ago
- Views:
Transcription
1 Overcoming basket abandonment through effective implementation of real-time communications services. The benefits of real-time customer engagement For the vast majority of online retailers, converting more visitors into valuable customers is the number one primary objective. Marketing plans, SEO and affiliate campaigns, painstakingly co-ordinated to bring millions of visitors to your website have done their job, and yet on average more than 80% of these hard earned visitors, leave without trace. At the high street, shopping assistants capitalise on browsing customers, directing attention to bestselling products, and suggesting items based on the individual. Online, the vast majority of retailers are void of such engagement. Given that buyers are 70% more likely to make a purchase as a direct result of having a live conversation, what has prevented e-commerce from delivering enhanced communications services online? (emetrics; NetGenesis, 2009, Forrester Research, 2008, Holloway & Beatty 2008.) Many companies have already tested basic online customer service tools, the most common being live chat sessions in which customers can contact agents via instant messenger. To engage with customers effectively however, live chat should be used alongside scalable communications functionality such as call-back, co-browsing, video and voice chat sessions, where valuable customers can be identified and escalated to a direct voice-based connection with an advisor. This increases the number and value of sales, leaving low value enquiries to be handled by chat sessions, thus optimising contact centre costs. The new generation of intuitive, real-time help systems, such as those provided by Klick2Contact, offers precisely this level of scalable communication. Consumers have the ability to communicate in real-time with a live agent at key points during the process of making an online purchase. Companies that offer such communications services are providing potential customers with the personal contact, extra information and the confidence required to complete a purchase, precisely when they need it. As a result, these customer-centric organisations are accessing a number of important benefits, including: Reduced site & basket abandonment. Increased sales and form conversion rates. Increased average order sizes. Increased customer value. Reduced contact centre costs. Consumer opinion on enhanced e-commerce communications Customer opinion polls show that consumers prefer real-time assistance over other online customer service options. (Forrester Research, 2008) 77% of European consumers ranked live chat as useful to extremely useful 83% of European consumers ranked instant call-back as useful to extremely useful 1
2 66% of consumers do not apply for financial services online, for example, because they prefer to apply in person or over the phone, while 52% want human assistance to validate their decision. Getting More Financial Services Shoppers to Apply Online Forrester Research, Inc., September The data proves it. Today s increasingly crowded e-commerce highway is littered with abandoned shopping carts, online forms, travel itineraries, insurance quotes, and financial services applications. According to Marketing Sherpa, consumers abandon nearly 60% of all online transactions before they hit submit. For businesses serious about selling online, each abandoned transaction reduces revenue, increases acquisition costs, and most importantly, represents a lost opportunity to secure a long-term, loyal customer. There are countless reasons why customers abandon a site once they ve started the transaction process. In some cases they may not feel they have all the information they need to answer their questions and make a purchase decision. In others they may have concerns about the security of personal information. And sometimes, especially with the most costly and complex transactions, customers just feel better taking the final steps with the comfort of some human assistance. For companies looking to maximize their online sales opportunity, live interaction with contact centre agents is now a must have, not just a nice to have. With near ubiquitous internet access, a smartphone or netbook in every pocket or bag, and a never-ending expansion of online choices, it is increasingly easy to window-shop online. Encouraging voice-based help Voice-based help brings much more value than simply inviting visitors to place a phone call to a toll-free phone number. It ensures a personalised, highly contextual cross-channel sales and support experience, allowing customers to stay on the web while engaging with a contact centre agent as if that agent were right there with them to answer questions and provide the comfort and security to complete a transaction. Advanced voice-based help solutions offer a complete feature set that allows organisations to maximise impact and ROI, including: Selectively and proactively offering voice help only to the right customers at the right time. Routing and prioritizing calls dynamically based on the customer s need or location, their potential value to the business, and the availability of agents. Showing agents customer data including current Web activity and all known purchase and account information to personalize interactions, upsell and cross-sell effectively, and minimize call handling times. Collaborative browsing tools that allow agents to push Web pages to and complete forms for in-bound Web callers with high security. When implemented strategically, voice-based help improves customers overall experiences and enables organisations to provide sales assistance when and where it is needed most to increase revenue and build on-going customer loyalty. It also has been shown to reduce contact centre costs by reducing call length. 2
3 Comparing functionality Because voice and chat share similarities, some companies feel one or the other is sufficient to address all their visitors needs. Offering both services may appear to be a redundant expense for solving the same business goals. A recent article from a world leading technology provider noted that, whilst online chat and live voice services are sometimes equated, they serve different business goals. A growing number of successful online businesses across a range of industries are discovering that voice vs. chat isn t an either/or decision. These e-commerce leaders recognise that combining live voice AND text chat services - offered selectively, proactively, and in an integrated manner to the right customers at the right time - maximises online sales and profits whilst boosting customer satisfaction and retention to new levels. We added both voice and chat to help us take more reservations from the traffic on our new site. Whether people use Call Back or Chat, our goal is to ask them how we can assist in making a reservation. People who choose chat usually are looking for the answer to a specific question about the hotel, something they can t find on the website. Those choosing Click to Call are generally ready to make a reservation with us at that moment. Each helps move someone to that point of purchase in a different way. Red Lion Hotels In addition to addressing different types of sales and service interactions, chat and voice functions appeal to different customer audiences. Technology Research company, Gartner Inc. has seen that 8-10% of chat sessions are initiated by a new audience that has never engaged with a company before. Independent research shows that website visitors may use different online help services based on their demographics. Older customers are shown to be more comfortable with voice-based services, whereas younger customers tend to prefer chat. Other buyers, regardless of demographic, may prefer a text chat in the early phase of a purchase with perhaps a single question on product details, whereas a call may be preferred when ready to buy but have encountered an error or need to ask a complicated question. For businesses with a simple sales process, such as a shoe retailer, chat can be a low-cost solution to handle common questions. Providing assistance with chat addresses customer needs and helps convert the sale, but allows agents to handle multiple sessions at once. For complex sales, however, such as insurance companies or high-end retailers, the cost of calls is justified to secure high-profit sales and keep valuable customers satisfied. According to Gartner, web chats are only more cost-effective than voice calls when an agent can handle three or more chats at a time. Due to the perceived increase in contact centre costs, some e-business and contact centre decision makers opt for voice help solutions only for sales situations, where the incremental lift of converting an online sale outweighs the cost of the phone call. Conversely, chat, with its perceived low cost, may be deployed only for service-oriented help and offered only to known customers. With today s innovative live help solutions, these assumptions no longer apply. 3
4 Risky business: Why providing a chat-only service may lose customers It s important for serious e-businesses to understand that deploying chat alone comes with significant risk. Companies that deploy chat as a standalone solution risk losing thousands of conversions and opportunities to upsell because chatters often struggle to articulate their concerns quickly and clearly. Language barriers, differences in education levels, the use of slang and so on can all impact an agent s ability to satisfy the needs of text chatter and increase the likelihood of abandonment. It s also a risk to deploy chat from one vendor and voice-based help from another. As cited above, the conversion rate of live chat nearly triples when escalated to a phone call. With a combined voice and chat solution from a single provider, agents can quickly escalate a chat session to a voice call with a single click, without losing the context and continuity of the help session. This seamless escalation allows agents to rescue a significant percentage of potential customers, whose needs are not met via chat. Web chat should not be seen as a stand-alone option but rather as part of an overall multichannel interaction strategy. Organizations should not look at Web chat as a stand-alone component of customer interactions, because they risk buying a point solution focused only on this functionality. Grow your customers and customer service through a web chat channel Gartner, October 2008 Recipe for Success tried and tested implementation When considering stages of implementation, voice-based help is the logical place to start. Analysis of help service usage statistics is recommended before enabling multi-functional services. Gauging consumer demand - By starting with voice, businesses can work with us to forecast the future operational requirements of chat requests. This way, companies can ensure their software and training investments are consistent with demand and avoid getting caught off guard or investing too heavily in additional agents. Seamless integration - Some voice-based help solutions require that calls be routed directly to the PCs of contact centre agents, requiring costly desktop software and training. Today s next-generation voice help solutions, however, do not require any changes to a company s existing contact centre infrastructure or agent training. Calls can easily be routed directly through the contact centre s existing phone network, either to specific phone numbers as set by the business, or into a pre-configured interactive voice response (IVR) system. It is recommended that calls be prioritized and pushed to the top of the queue to drive the highest level of online sales. Refining deployment rules and triggers - In general, it is not recommended that companies offer customers live help on every page. Instead, live help should be offered at critical points in the online experience before the customer has a chance to abandon the site. For example, if a customer is spending lots of time on certain pages like shipping costs, reservations, or personal information, companies can offer the opportunity to chat or call on the exact web-page where abandonment commonly occurs. Escalation of service - What makes Klick2Contact unique is the ability to escalate communications through several mediums dependant on the given situation. Escalating chat sessions to instant call-backs, cobrowsing, VOIP and video provide the agent with all the tools necessary to provide prompt assistance. Following the analysis of consumer demand on a given site, deployment variables and standard operating procedures can be put into place to target high value customers with direct communication, whilst low value browsers can be assisted through a simple chat session. 4
5 Conclusion In order to gain competitive advantage and effectively capture the potential of online commerce, businesses must implement strategies that integrate with existing sales and customer service channels, and recognize the unique characteristics of the online experience. Klick2Contacts scalable, cloud-based help solutions bridge the gap between the online convenience of self-service and the personal assistance of the high street. Optimising the online experience to meet the unique needs of different customers is shown to significantly increase conversions, order size, and customer retention. Scalable communications - escalating chat sessions to calls, voice, video and co-browsing - mitigates time and cost spent on lower value consumers by assisting them through basic chat sessions, whilst also enabling companies to target high value consumers with a free, instant call-back. Together, they can help your business offer a more satisfying and successful customer experience and help you close more sales. Representation of the effects of scalable communications services on revenue and costs: Klick2Contact offers the most innovative real-time live help services on the market today. We provide you with the ability to seamlessly escalate customers through levels of communication. Advanced, cloud-based services such as Klick2Chat, Klick2Call-Back, Klick2Co-Browse, Klick2VOIP and Klick2Video are the next logical step in e-commerce business. Visit us at and see how world leading organisations are realising their true online potential. Increase online sales and decrease abandonment, Klick2Contact. 5
Modern Customer Care In a Multi-Channel World
An Oracle White Paper March 2015 Modern Customer Care In a Multi-Channel World By David Lanning, Senior CX Strategist and Jeff Griebeler, Principal Sales Consultant Executive Overview The Connected Customer
More informatione-commerce: A Guide for Small and Medium Enterprises HOW MID-SIZED COMPANIES CAN MAXIMISE THEIR ONLINE OPPORTUNITIES
e-commerce: A Guide for Small and Medium Enterprises HOW MID-SIZED COMPANIES CAN MAXIMISE THEIR ONLINE OPPORTUNITIES 1 The Online Opportunity Given the UK Government s recently announced plans to get 12.5
More information6 numero 2011. Six ways to improve the customer s experience. White paper. Findings of independent research commissioned by numero. do the right thing
do the right thing White paper Findings of independent research commissioned by numero Six ways to improve the customer s experience 6 numero 2011 From the numero white paper series on achieving world-class
More informationMore Enquiries, Same Budget: Solving the B2B Marketer s Challenge
More Enquiries, Same Budget: Solving the B2B Marketer s Challenge You need to increase inbound enquiries, both in volume and quality, but your budget is restricted. Sound familiar? Prospect Analytics offers
More informationChat Enhancements Optimize Customers Web Experience
Chat Enhancements Optimize Customers Web Experience Brands Realize Significant Benefits When Providing Automated Web Chat Support for Online Customers Executive Summary Chat, an effective interactive web
More informationReal-time online customer service
Press kit Real-time online customer service Click to Chat Click to Call Click to Video Multi-device Content Meet iadvize 3 Our key features 4 Product innovations in 2013/2014 5 Our Case Studies: Fnac,
More informationWeb metrics: deriving value from e-businesse. Rolan Micallef Attard Freelance, Trusted Business Consultant rolan@vol.net.mt
Web metrics: deriving value from e-businesse Rolan Micallef Attard Freelance, Trusted Business Consultant rolan@vol.net.mt Its all about customer-centric centric measurement Web Metrics are measurement
More informationLIVE CHAT ANALYTICS & ROI Using analytics to measure the ROI of engagement
Using analytics to measure the ROI of engagement Website analytics have evolved a lot since the humble Page View. No longer are decisions on new changes based on guesswork and intuition. Instead, you can
More informationHow to choose the best CRM implementation partner for your call center
WHITE PAPER How to choose the best CRM implementation partner for your call center Top benefits and technology considerations for selecting the CRM that matches your needs INTRODUCTION In the era of multi-channel
More informationWebsite Improvements for More Successful E-Commerce
Website Improvements for More Successful E-Commerce FROM LANDING PAGE TO SHOPPING CART Reminders for Today s Webinar Webinar recording & slides: will be emailed to you within 48 hours after the event Discussion:
More informationTarget and Acquire the Multichannel Insurance Consumer
Neustar Insights Whitepaper Target and Acquire the Multichannel Insurance Consumer Increase Conversion by Applying Real-Time Data Across Channels Contents Executive Summary 2 Are You Losing Hot Leads?
More informationLETS CHAT ABOUT IT A guide to successfully using Live Chat in your organisation
A guide to successfully using Live Chat in your organisation Lets chat about it With more and more customers switching online and using various devices to do so, it s no coincidence that yesterday s call
More informationHow. How Online Retailers Can Drive Sales With Call Tracking
How Online Retailers Drive Sales with Call Tracking 1 CONTENTS 1. INTRODUCTION 3 2. FIVE KEY BENEFITS OF CALL TRACKING FOR ONLINE RETAILERS 4 3. MEDIAHAWK IN ACTION 6 4. WHY CHOOSE MEDIAHAWK 8 5. TESTIMONIALS
More informationAbandoned online baskets can be a rich source of revenue.
Abandoned online baskets can be a rich source of revenue. The ebook explains how you can use retargeting to reengage customers and reduce shopping cart abandonment. www.brightpearl.com/ca0 Welcome to abandoned
More informationTeleCont@ct Resource Services
TeleCont@ct Resource Services Time is Money...We'll save you both! Customer Contact Center Outsource Every time a customer contacts your company, your entire organization is tested. Are you ready for it?
More informationA Beginner's Guide to E-Commerce Personalization
A Beginner's Guide to E-Commerce Personalization CommerceSciences.com Contents Introduction... 1 Real-Time Offers & Website Personalization... 3 Creative Messaging That Really Matters... 5 Drawing Your
More informationLeapfrog customer experience management with omni-channel communications
Leapfrog customer experience management with omni-channel communications Fast Facts on Present-day TRENDS Today s customers are empowered by the internet, social media and mobile technologies. They reach
More informationReducing shopping cart abandonment.
Reducing shopping cart abandonment. Whats inside 7 out of 10 shoppers abandon their carts with products in them. The reasons for abandoning shopping carts are multiple and e-commerce merchants are trying
More informationOracle Service Cloud and Oracle WebRTC Session Controller ORACLE WHITE PAPER FEBRUARY 2015
Oracle Service Cloud and Oracle WebRTC Session Controller ORACLE WHITE PAPER FEBRUARY 2015 Disclaimer The following is intended to outline our general product direction. It is intended for information
More informationChat Customer Service: Eight Steps to Success
Chat Customer Service: Eight Steps to Success Chat software offers unmatched potential for improving customer service and increasing revenue. Financial services, retail, telecom, and travel companies were
More informationstrategies to maximize the effectiveness of your online merchandising and promotions plan
WHITE PAPER strategies to maximize the effectiveness of your online merchandising and promotions plan Executive summary Now, more than ever, the lines between corporate sites and online stores are blurring
More informationUK Holiday Planning and Booking Trends Report 2016
UK Holiday Planning and Booking Trends Report 2016 47% of people will call a travel provider before booking Discover the key trends influencing travel consumer behaviour Executive Summary Telephone drives
More informationemarketing Solutions The online tools you need to enhance your multichannel marketing efforts
emarketing Solutions The online tools you need to enhance your multichannel marketing efforts One stop unlimited possibilities emarketing Solutions, Experian s full suite of online marketing tools, equips
More information30 Ways To Do Real-Time Personalization
30 Ways To Do Real-Time Personalization 30 Ways To Do Real-Time Personalization Today s modern marketers must be empowered to act on data any kind of data, from any source to deliver relevant, individualized
More informationLeaving Money On The Table
10 Ways Retailers Are Leaving Money On The Table Page 1 Let s face it: gaining and retaining customers can often feel like a high stakes match. What s the right balance between what you ll give in the
More informationThe following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into
The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material,
More informationUse Case. TouchSell TM Use Case: Lead Capture
Use Case TouchSell TM Use Case: Lead Capture Lead capture is commonly understood as merely an exchange of information. Your prospects provide you their contact details in exchange for something that helps
More informationCelebrus for Telecommunications: Deepening customer intelligence with individual-level digital data
SECTOR SOLUTIONS Celebrus for Telecommunications: Deepening customer intelligence with individual-level digital data p1 Introduction Today s Telecommunications sector is highly dynamic. Firstly the very
More informationHow to Create Engaging Content for Successful Lead Generation. Sponsored by:
How to Create Engaging Content for Successful Lead Generation Sponsored by: Welcome. INTRODUCTIONS AND EXPECTATIONS Introductions and expectations Jen Doyle, Senior Research Manager, MarketingSherpa @JenLDoyle
More informationAdvanced Multichannel Order Management Solutions That Optimize Sales Performance
Advanced Multichannel Order Management Solutions That Optimize Sales Performance Analytics that help you make accurate, informed decisions Scalable and Vendor-Neutral; work with any service provider Over
More informationSeven ways to boost customer loyalty and profitability through an empowered contact center
Seven ways to boost customer loyalty and profitability through an empowered contact center Is your bank using today s communications technology to its full potential? Table of Contents Differentiate the
More informationSurvey Says: Consumers Want Live Help
Session Abstracts Optimization Services Track Survey Says: Consumers Want Live Help October 22 nd, 11:00 am Eastern ATG recently surveyed more than 1,000 Internet users who research, apply for, and buy
More informationCustomer contact solutions from Genesys and IBM: Improve your customers experience and reduce costs
Customer contact solutions from Genesys and IBM: Improve your customers experience and reduce costs Highlights Integrated contact centre solutions that help identify, acquire, develop and retain high
More informationSeven ways to boost customer loyalty and profitability through an empowered contact center
Seven ways to boost customer loyalty and profitability through an empowered contact center Is your bank using today s communications technology to its full potential? The financial services industry as
More informationContinuous Customer Dialogues
Continuous Customer Dialogues STRATEGIES FOR GROWTH AND LOYALTY IN MULTI-CHANNEL CUSTOMER-ORIENTED ORGANIZATIONS whitepaper TABLE OF CONTENTS: PAGE Overview...3 The Continuous Customer Dialogue Vision...4
More informationCONTACT CENTER 09: Five Steps to a Lean, Customer-Centric Service Organization
CONTACT CENTER 09: Five Steps to a Lean, Customer-Centric Service Organization 2009 RightNow Technologies. All rights reserved. RightNow and RightNow logo are trademarks of RightNow Technologies Inc. All
More informationFinancial Services Practice. The Multichannel Imperative for Property and Casualty Carriers In Personal Lines
Financial Services Practice The Multichannel Imperative for Property and Casualty Carriers In Personal Lines The Multichannel Imperative for Property and Casualty Carriers in Personal Lines 1 The Multichannel
More informationThe Top 10 Optimization Best Practices for Financial Services
ebook: The Top 10 Optimization Best Practices for Financial Services a publication from Introduction Better Engage and Convert Website Visitors Financial services companies are facing a new challenge:
More informationHow-to Guide: Top Ways to Improve Contact Center Performance
Top Ways to Improve Contact Center Performance HOW ADVANCED TECHNOLOGY IS HELPING CONTACT CENTERS ACHIEVE KEY PERFORMANCE INDICATORS Executive Summary Recent studies have demonstrated a positive relationship
More informationCAPTURING UNTAPPED REVENUE: How Customer Experience Insights Improve Remarketing and Customer Recovery Efforts
CAPTURING UNTAPPED REVENUE: How Customer Experience Insights Improve Remarketing and Customer Recovery Efforts Hilary Salazar, Product Marketing Manager, Tealeaf TABLE OF CONTENTS Executive Summary...1
More informationCritical Success Factors for Personalisation
Critical Success Factors for Personalisation Introduction To best optimise engagement and revenue, online and multichannel retailers need to personalise the brand and shopping experience for each customer.
More informationCustomer Engagement CRM
Customer Engagement CRM Rapid, Smarter, Personalised Customer Service Customer Engagement CRM Unified Agent Desktop Dialling and Campaign Management Knowledge Base Digital Self-Service Reporting and Analytics
More informationState of Mobile Commerce
State of Mobile Commerce Leading mobile retailers dominate and the gap is growing Netherlands - Q4 2015 State of Mobile Commerce Q4 Highlights Criteo s analysis of shopping data from Q4 2015 demonstrates
More informationFacebook Holiday Best Practices Guide
Facebook Holiday Best Practices Guide 1 facebook_holiday-guide.indd 1 8/5/2015 11:14:41 PM Contents Introduction 3 Your holiday prep checklist 4 Drive momentum before the holidays 8 Maximize sales during
More informationINTRODUCTION ESCALATING COSTS = DECREASED REVENUE. SMS in the Call Center: How mobile messaging can increase profits and reduce costs immediately
INTRODUCTION In today s economic climate it has become ever more important to find solutions for the contact and call center that decrease costs and increase revenue while simultaneously providing increasingly
More informationA CHASE PAYMENTECH WHITEPAPER. Building customer loyalty in a multi-channel world Creating an optimised approach for e-tailers
A CHASE PAYMENTECH WHITEPAPER Building customer loyalty in a multi-channel world Creating an optimised approach for e-tailers Table Of Contents Changing shopping habits... 3 The multi-channel journey...
More informationTURN YOUR WEBSITE INTO A PROFIT ENGINE
TURN YOUR WEBSITE INTO A PROFIT ENGINE Turning your website into a profit engine: where to start In a competitive market, generating more leads from your website traffic has become crucial to maximising
More informationLEAD NURTURING STRATEGY WHITE PAPER. November 2013
LEAD NURTURING STRATEGY WHITE PAPER November 2013 TABLE OF CONTENTS 1. EXECUTIVE SUMMARY 2. INTRODUCTION 3. WHAT IS LEAD NURTURING? 4. OUTLINING AN EFFICIENT LEAD NURTURING STRATEGY 4.1. BUYER PERSONA
More informationBEYOND CHAT: How To Boost Online Sales with Rich Media Customer Engagement
BEYOND CHAT: How To Boost Online Sales with Rich Media Customer Engagement ABSTRACT E-Commerce shopping cart abandonment rates remain shockingly high as 62% of all potential purchasers abandoned their
More informationOmni-Channel Contact Centre
Omni-Channel Contact Centre Empower your agents and delight your customers with a seamless Omni-Channel experience Omni-Channel Contact Centre Email Management Web Chat Software Social Media Customer Service
More informationE-commerce solutions May 2001. Increasing sales opportunities and customer retention with relationship marketing.
E-commerce solutions May 2001 Increasing sales opportunities and customer retention with relationship marketing. Page 2 Contents 2 Abstract 2 Introduction 4 WebSphere Commerce Suite drives relationship
More informationThe Fundamentals of B2C Marketing Automation for Effective Marketing Communications
The Fundamentals of B2C Marketing Automation for Effective Marketing Communications Mark Patron February 2013 Email and Website Optimisation Introduction Marketing automation is a process that uses insight
More informationSOLUTION BRIEF: Insurance Give Policyholders Seamless Experiences Provide the Right Help for Satisfying Outcomes
SOLUTION BRIEF: Insurance Give Policyholders Seamless Experiences Provide the Right Help for Satisfying Outcomes Global economic uncertainty, new regulations and growth of digital technologies have created
More informationMultichannel Customer Care
Multichannel Customer Care The changing landscape in customer communication provides a unique opportunity to combine the assets of our outsource services division (call center and network) with our social
More informationcustomer interaction solutions Contact Centres that Enhance Customer Engagement
customer interaction solutions Contact Centres that Enhance Customer Engagement The opportunities for companies to gather and process information can influence reputation and brand, as well as drive sales.
More informationSURVIVING CHRISTMAS WITH CIRRUS A GUIDE FOR RETAILERS AND ECOMMERCE REDEFINING CUSTOMER CONTACT
SURVIVING CHRISTMAS WITH CIRRUS A GUIDE FOR RETAILERS AND ECOMMERCE REDEFINING CUSTOMER CONTACT SURVIVING CHRISTMAS WITH CIRRUS A GUIDE FOR RETAILERS AND ECOMMERCE CIRRUS is a cloud based contact centre
More informationEmail remarketing Best practices guide
Email remarketing Best practices guide What is email remarketing? Email remarketing is the practice of sending targeted emails to Website visitors based on their unique site behavior. It involves the use
More informationCONTACT CENTER TEAM PRODUCTIVITY SUITES ENHANCE EFFICIENCY
CONTACT CENTER TEAM PRODUCTIVITY SUITES ENHANCE EFFICIENCY A WHITE PAPER ON THE BENEFITS OF DEPLOYING AN ADVANCED, CONFIGURABLE CONTACT CENTER TEAM APPLICATION SUITE; ENHANCES PRODUCTIVITY, DELIVERS SUBSTANTIAL
More informationA consumer research study commissioned by ATG
Live Help: Global Consumer Views & Trends Live Voice and Live Chat A consumer research study commissioned by ATG ATG Research Report March 2010 Survey Background ATG commissioned research across four international
More informationInsurance Marketing White Paper The benefits of implementing marketing automation into your email marketing strategy
Insurance Marketing White Paper The benefits of implementing marketing automation into your email marketing strategy Katie Traynier July 2013 Email and Website Optimisation Introduction Most email marketers
More informationProactively Increasing Your Online Sales
Proactively Increasing Your Online Sales TABLE OF CONTENTS Executive Summary...1 The Problem with Online Sales...1 Best Practices to Increase Online Sales...3 Executive Summary Selling online is more than
More informationGetting it Right: Seven Steps to Right Channeling Customer Interactions
Getting it Right: Seven Steps to Right Channeling Customer Interactions A Joint Whitepaper from IntelliResponse and Oracle In seven simple steps, ebusiness, Customer Experience and Contact Center professionals
More informationVeriShow Best Practices Guide. 2011 www.verishow.com 1-855-427-5227 info@verishow.com
VeriShow Best Practices Guide 2011 1-855-427-5227 info@verishow.com Table of Contents Introduction...3 VeriShow Best Practices...4 Setting Up your VeriShow Account...4 Ensure Requests for Help are Answered
More informationCall Center Glossary. Call Center Resources
Call Center Resources Call Center Glossary after-call work (ACW) The work that an agent completes after a call ends. It can include entering activity codes, completing forms or sending an outbound communication.
More informationTRENDS. Changes in customer behavior and emerging technologies are reshaping the customer experience. Are you keeping up?
5 CONTACT CENTER TRENDS YOU NEED TO KNOW Changes in customer behavior and emerging technologies are reshaping the customer experience. Are you keeping up? AN OFFICIAL MITEL KNOWLEDGE HUB GUIDE The face
More informationCUSTOMER RELATIONSHIP MANAGEMENT FOR MANUFACTURING
WWW.HSO.COM The rise of CRM and how it s transforming business interactions CUSTOMER RELATIONSHIP MANAGEMENT FOR MANUFACTURING Why customer loyalty pays dividends Delivering a personal experience Unsurprisingly,
More informationMagento brochure DEVELOPER PLUS FRONT END DEVELOPER
Magento brochure PLUS FRONT END KPMG Crimsonwing & ecommerce We re a global ecommerce solutions provider. We develop and implement fully integrated ecommerce solutions, primarily using Magento Enterprise.
More informationTOP TIPS TO MAKE EMAIL, CHAT AND MOBILE CUSTOMER SERVICE COST-EFFECTIVE AND RESPONSIVE
TOP TIPS TO MAKE EMAIL, CHAT AND MOBILE CUSTOMER SERVICE COST-EFFECTIVE AND RESPONSIVE PROVIDED BY IN ASSOCIATION WITH mplsystems mplsystems provide a wide range of contact centre technologies including
More informationBest Practices for Relationship Marketing
WebTrends 851 SW 6th Ave., Suite 600 Portland, OR 97204 1.503.294.7025 1.503.294.7130 fax US Toll Free 1-877-WebTrends (1-877-932-8736) WebTrends Sales 1.888.932.8736 sales@webtrends.com Europe, Middle
More informationCONTENTS Introduction Call tracking Case Study Call Tracking tools Testimonials The Mediahawk Experience conclusion Request Demo
1 CONTENTS 1. Introduction 3 2. Call tracking Case Study Abbott Moore 4 3. Call Tracking tools For Financial Services 6 4. Testimonials 9 5. The Mediahawk Experience 10 6. conclusion 12 7. Request a Demo
More informationFive Transformational Innovations to Boost B2C Web Sales
An egain White Paper Five Transformational Innovations to Boost B2C Web Sales 2015 egain Corporation. All rights reserved. Consumers want to buy from websites The web is now firmly at the center of business-to-consumer
More informationIBM Unica and Cincom Synchrony : A Smarter Partnership
DATA SHEET Smarter Commerce for Smarter Customers Today s customers are deciding when and where the buying process begins, when it ends, who will be part of it, what order it will follow and how all elements
More informationDeploying Insights from Online Banking Analytics in Incremental Innovation
Universal Banking Solution System Integration Consulting Business Process Outsourcing The relevance of online analytics to banking In its 2010 report on the state of online banking in the United States,
More informationBest Practices for Chat Deployments
Best Practices for Chat Deployments With Oracle Chat Cloud Service INTRODUCTION The popularity of chat continues to grow in dramatic fashion, but there is still a disparity between what organizations are
More information2014 State of B2B Procurement Study:
Accenture Interactive Point of View Series 2014 State of B2B Procurement Study: Uncovering the Shifting Landscape in B2B Commerce 2014 State of B2B Procurement Study: Uncovering the Shifting Landscape
More informationTransform Inbound Contacts Into Profits: Best Practices for Optimizing Lead Management.
Transform Inbound Contacts Into Profits: Best Practices for Optimizing Lead Management. September 2012 OptifiNow September 2012 Transform Inbound Contacts Into Profits: Best Practices for Optimizing Lead
More information4 Retail Marketing Challenges. (and how to rise above them)
4 Retail Marketing Challenges (and how to rise above them) 4 Retail Marketing Challenges Many retailers find themselves in a precarious position as they look to acquire and foster relationships with consumers.
More informationCONTACT CENTER SOLUTIONS
BROCHURE CONTACT CENTER SOLUTIONS STRENGTHEN CUSTOMER RELATIONSHIPS WHILE PROTECTING THE BOTTOM LINE. Your contact center is the primary interface to your organization, for your most valuable asset your
More informationThe Total Economic Impact Of Click to Call And Click to Chat
A Forrester Total Economic Impact Study Prepared For ATG The Total Economic Impact Of Click to Call And Click to Chat Project Director: Sadaf Roshan Bellord Contributor: Jon Erickson August 2010 Page 1
More informationSage CRM. Sage CRM v7.1 Cloud. sagecrm.com/trial
Sage CRM Sage CRM v7.1 Cloud sagecrm.com/trial Sage CRM provides your business with a complete view of prospect and customer interactions, enabling effective communication throughout the organisation.
More informationContact Center Trends and Future
Contact Center Trends and Future The Dynamic Contact Center Keith Pearce & Tamal Islam Consistent experience Internet integration Limit hold times Customer Experience New channels web, chat, SMS Differentiated
More informationTurbocharge Your Email Marketing Through Better Transactional Messages
Turbocharge Your Email Marketing Through Better Turbocharge Your Email Marketing Through Better How to Use Everyday Transactional Emails for Greater Customer Experiences and More Revenue $ option #3 option
More information10 ACD/CRM Questions Answered. Table of Contents
10 ACD/CRM Questions Answered Table of Contents INTRODUCTION 1 1) What are the basics? 1 2) We already have integrated our ACD with a CRM...Haven t we? 1 3) What Can I Expect for CRM Availability Beyond
More informationMILLENNIALS EXPECTATIONS VS RETAILERS PRIORITIES BRIDGING THE OMNI-CHANNEL REALITY GAP TO DRIVE GROWTH A CHASE PAYMENTECH BLUEPRINT
MILLENNIALS EXPECTATIONS VS RETAILERS PRIORITIES BRIDGING THE OMNI-CHANNEL REALITY GAP TO DRIVE GROWTH A CHASE PAYMENTECH BLUEPRINT AT A GLANCE 2015 is the Year of the socalled Millennial (18-34 year olds)
More informationDelivering a Personalized Experience: The Multichannel Contact Center
Delivering a Personalized Experience: The Multichannel Contact Center By Blair Pleasant, President & Principal Analyst of COMMfusion LLC and co-founder of UCStrategies Table of Contents Giving Customers
More informationOPTIMISING THE MULTI-CHANNEL AGENT DESKTOP: EMPOWER YOUR CUSTOMERS AND FRONTLINE EMPLOYEES
OPTIMISING THE MULTI-CHANNEL AGENT DESKTOP: EMPOWER YOUR CUSTOMERS AND FRONTLINE EMPLOYEES 2010 RightNow Technologies. All rights reserved. RightNow and RightNow logo are trademarks of RightNow Technologies
More informationBUY. Mobile Retargeting for Retailers: Recapturing Customers Cross-Platform. February 2014. 1.877.AMPUSH.1 info@ampush.com
BUY Mobile Retargeting for Retailers: Recapturing Customers Cross-Platform February 2014 1.877.AMPUSH.1 info@ampush.com TABLE OF CONTENTS Executive Summary 3 The Mobile Advertising Opportunity 4 E-Commerce
More informationNEC Contact Centres (Genesys)
Customisable and scalable solutions with enhanced functionality NEC Contact Centres (Genesys) On-premise or Cloud Solutions NEC Australia nec.com.au NEC supports more than 10,000 Genesys-based agent seats
More informationUnifying Customer Experience in a Multichannel World
Unifying Customer Experience in a Multichannel World Unlocking the Full Potential of Multiple Channels To Engage, Acquire, and Retain Customers Authors Joanne Cheigh Rachael McBrearty Clive Grinyer May
More informationEmerging Consumer Engagement Models in Healthcare
An egain White Paper Emerging Consumer Engagement Models in Healthcare Better Healthcare Journeys by Design 2015 egain Corporation. All rights reserved. Changing healthcare industry landscape The Patient
More informationB2C E-Commerce Trends for 2013
B2C E-Commerce Trends for 2013 April, 2013 1 Contents Introduction 3 Methodology 4 Executive Overview 6 Findings 7 Our Take 19 2 Introduction The reality is that customers often take a hard-to-predict,
More informationCall Center Services Buyer Guide
Call Center Services Buyer Guide Complete Guide for Call Center Selection Call Center Types, How to Select Vendor, Offshore vs. Onshore & Call Center Glossary www.insideup.com support@insideup.com Guide
More informationCRM. Best Practice Webinar. Next generation CRM for enhanced customer journeys: from leads to loyalty
CRM Best Practice Webinar Next generation CRM for enhanced customer journeys: from leads to loyalty Featured guest speaker Leslie Ament SVP Research and Principal Analyst at Hypatia Research Group and
More informationBusiness White Paper. Multichannel ROI. March, 2011 Todd Samalin Sales Engineer
Business White Paper Multichannel ROI March, 2011 Todd Samalin Sales Engineer Index Executive Summary... 3 Why calculate ROI in a contact center?... 3 Hard savings and soft savings... 4 Conclusion... 6
More informationMitel MiContact Center Enterprise & Business
Mitel MiContact Center Enterprise & Business For The MiVoice Business Platform Strengthen customer relationships while protecting the bottom line Your contact center is the primary interface to your organization,
More informationCriteria for a Third- Generation Chat Solution: Customer Service
Criteria for a Third- Generation Chat Solution: Customer Service A Delivery Model for Incremental Online Conversion August, 2010 www.sitel.com Table of Contents 1. Executive Summary 2. Focus on Incremental
More informationCreating Brand Loyalty with Your Online Customers
Retail Services Branding Excellence Series Creating Brand Loyalty with Your Online Customers Table of Contents Foreword... 2 Creating Brand Loyalty... 3 The Shift to Personalized Engagement... 3 Creating
More informationSmall Businesses Need Contact Centers to Deliver Great Service
Small Businesses Need Contact Centers to Deliver Great Service March 2014 Sponsored by: - 1 - DMG Consulting LLC Table of Contents Cloud-Based Contact Center Solutions are Ideal for Small Businesses...
More informationDigital Self Service. Reduce costs and maximize customer relationships by creating meaningful personalized self-service experiences.
Digital Self Service Reduce costs and maximize customer relationships by creating meaningful personalized self-service experiences. Give customers the answers they re looking for and you ll get the results
More informationEngagements The Key to Understanding the Customer Journey: What to Measure and Why
The Key to Understanding the Customer Journey: What to Measure and Why Prem Uppaluru, President & Chief Executive Officer To date, contact-center technology has mainly focused on cost and operational efficiency:
More information