Overcoming basket abandonment through effective implementation of real-time communications services.

Size: px
Start display at page:

Download "Overcoming basket abandonment through effective implementation of real-time communications services."

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

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 information

e-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 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 information

6 numero 2011. Six ways to improve the customer s experience. White paper. Findings of independent research commissioned by numero. do the right thing

6 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 information

More Enquiries, Same Budget: Solving the B2B Marketer s Challenge

More 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 information

Chat Enhancements Optimize Customers Web Experience

Chat 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 information

Real-time online customer service

Real-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 information

Web 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 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 information

LIVE CHAT ANALYTICS & ROI Using analytics to measure the ROI of engagement

LIVE 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 information

How to choose the best CRM implementation partner for your call center

How 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 information

Website Improvements for More Successful E-Commerce

Website 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 information

Target and Acquire the Multichannel Insurance Consumer

Target 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 information

LETS CHAT ABOUT IT A guide to successfully using Live Chat in your organisation

LETS 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 information

How. How Online Retailers Can Drive Sales With Call Tracking

How. 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 information

Abandoned online baskets can be a rich source of revenue.

Abandoned 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 information

TeleCont@ct Resource Services

TeleCont@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 information

A Beginner's Guide to E-Commerce Personalization

A 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 information

Leapfrog customer experience management with omni-channel communications

Leapfrog 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 information

Reducing shopping cart abandonment.

Reducing 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 information

Oracle 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 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 information

Chat Customer Service: Eight Steps to Success

Chat 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 information

strategies to maximize the effectiveness of your online merchandising and promotions plan

strategies 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 information

UK Holiday Planning and Booking Trends Report 2016

UK 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 information

emarketing 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 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 information

30 Ways To Do Real-Time Personalization

30 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 information

Leaving Money On The Table

Leaving 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 information

The 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 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 information

Use Case. TouchSell TM Use Case: Lead Capture

Use 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 information

Celebrus for Telecommunications: Deepening customer intelligence with individual-level digital data

Celebrus 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 information

How to Create Engaging Content for Successful Lead Generation. Sponsored by:

How 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 information

Advanced Multichannel Order Management Solutions That Optimize Sales Performance

Advanced 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 information

Seven 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 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 information

Survey Says: Consumers Want Live Help

Survey 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 information

Customer 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 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 information

Seven 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 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 information

Continuous Customer Dialogues

Continuous 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 information

CONTACT CENTER 09: Five Steps to a Lean, Customer-Centric Service Organization

CONTACT 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 information

Financial 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 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 information

The Top 10 Optimization Best Practices for Financial Services

The 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 information

How-to Guide: Top Ways to Improve Contact Center Performance

How-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 information

CAPTURING 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 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 information

Critical Success Factors for Personalisation

Critical 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 information

Customer Engagement CRM

Customer 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 information

State of Mobile Commerce

State 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 information

Facebook Holiday Best Practices Guide

Facebook 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 information

INTRODUCTION ESCALATING COSTS = DECREASED REVENUE. SMS in the Call Center: How mobile messaging can increase profits and reduce costs immediately

INTRODUCTION 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 information

A 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 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 information

TURN YOUR WEBSITE INTO A PROFIT ENGINE

TURN 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 information

LEAD NURTURING STRATEGY WHITE PAPER. November 2013

LEAD 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 information

BEYOND CHAT: How To Boost Online Sales with Rich Media Customer Engagement

BEYOND 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 information

Omni-Channel Contact Centre

Omni-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 information

E-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. 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 information

The Fundamentals of B2C Marketing Automation for Effective Marketing Communications

The 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 information

SOLUTION 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 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 information

Multichannel Customer Care

Multichannel 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 information

customer interaction solutions Contact Centres that Enhance Customer Engagement

customer 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 information

SURVIVING 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 REDEFINING CUSTOMER CONTACT SURVIVING CHRISTMAS WITH CIRRUS A GUIDE FOR RETAILERS AND ECOMMERCE CIRRUS is a cloud based contact centre

More information

Email remarketing Best practices guide

Email 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 information

CONTACT CENTER TEAM PRODUCTIVITY SUITES ENHANCE EFFICIENCY

CONTACT 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 information

A consumer research study commissioned by ATG

A 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 information

Insurance 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 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 information

Proactively Increasing Your Online Sales

Proactively 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 information

Getting it Right: Seven Steps to Right Channeling Customer Interactions

Getting 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 information

VeriShow Best Practices Guide. 2011 www.verishow.com 1-855-427-5227 info@verishow.com

VeriShow 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 information

Call Center Glossary. Call Center Resources

Call 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 information

TRENDS. Changes in customer behavior and emerging technologies are reshaping the customer experience. Are you keeping up?

TRENDS. 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 information

CUSTOMER RELATIONSHIP MANAGEMENT FOR MANUFACTURING

CUSTOMER 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 information

Magento brochure DEVELOPER PLUS FRONT END DEVELOPER

Magento 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 information

TOP 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 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 information

Best Practices for Relationship Marketing

Best 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 information

CONTENTS Introduction Call tracking Case Study Call Tracking tools Testimonials The Mediahawk Experience conclusion Request Demo

CONTENTS 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 information

Five Transformational Innovations to Boost B2C Web Sales

Five 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 information

IBM Unica and Cincom Synchrony : A Smarter Partnership

IBM 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 information

Deploying Insights from Online Banking Analytics in Incremental Innovation

Deploying 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 information

Best Practices for Chat Deployments

Best 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 information

2014 State of B2B Procurement Study:

2014 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 information

Transform Inbound Contacts Into Profits: Best Practices for Optimizing Lead Management.

Transform 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 information

4 Retail Marketing Challenges. (and how to rise above them)

4 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 information

CONTACT CENTER SOLUTIONS

CONTACT 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 information

The Total Economic Impact Of Click to Call And Click to Chat

The 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 information

Sage CRM. Sage CRM v7.1 Cloud. sagecrm.com/trial

Sage 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 information

Contact Center Trends and Future

Contact 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 information

Turbocharge Your Email Marketing Through Better Transactional Messages

Turbocharge 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 information

10 ACD/CRM Questions Answered. Table of Contents

10 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 information

MILLENNIALS 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 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 information

Delivering a Personalized Experience: The Multichannel Contact Center

Delivering 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 information

OPTIMISING THE MULTI-CHANNEL AGENT DESKTOP: EMPOWER YOUR CUSTOMERS AND FRONTLINE EMPLOYEES

OPTIMISING 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 information

BUY. 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 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 information

NEC Contact Centres (Genesys)

NEC 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 information

Unifying Customer Experience in a Multichannel World

Unifying 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 information

Emerging Consumer Engagement Models in Healthcare

Emerging 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 information

B2C E-Commerce Trends for 2013

B2C 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 information

Call Center Services Buyer Guide

Call 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 information

CRM. 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 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 information

Business White Paper. Multichannel ROI. March, 2011 Todd Samalin Sales Engineer

Business 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 information

Mitel MiContact Center Enterprise & Business

Mitel 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 information

Criteria for a Third- Generation Chat Solution: Customer Service

Criteria 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 information

Creating Brand Loyalty with Your Online Customers

Creating 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 information

Small Businesses Need Contact Centers to Deliver Great Service

Small 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 information

Digital 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. 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 information

Engagements The Key to Understanding the Customer Journey: What to Measure and Why

Engagements 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