Video Engagement Platform Introduction
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- Kellie Wood
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1 Video Engagement Platform Introduction
2 Agenda 1. What is Live Video Engagement 2. Companies that are serving their customers with video 3. A demonstration of a customer experience 4. Case Study 5. Operator interface 6. How to introduce Live Video Engagement to customers
3 Multi-channel platform Integrated web, software and hardware solution which provides the ability for retailers to engage and fully cobrowse with customers online and in real time over voice, video and text chat. PC and Laptops Smart Phones (Video Q1 2014) Tablets (Video Q1 2014) In-store Kiosk Internet TV
4 How is Video being deployed - DFS (furniture) DFS Deliver incremental sales and increased average sales values DFS are now in the process of tripling the size of their real-time website help department to support growing demand for the service.
5 Brands that are using live video engagement Video Engaging Enterprise is now live with some of the world s top brands. Telecommunications (UK and HU) Fashion Retail (UK) Furniture Retail (UK) Retail -Kindle USA / Europe Fashion Retail (UK) Power (UK) Automotive (DE/JP) Automotive (UK/DE) Banking (DE) Automotive (DE) Automotive (UK) Automotive (UK) Cosmetics Retail (ES) Travel (UK) Serviced Offices (F)
6 Platform demonstration Digital Customer Engagement On PC Digital Customer Engagement On Pad Digital Customer Engagement On Smart Phone
7 Case study DFS (furniture) Client Website Solution Period Objectives Achievements DFS Furniture Co. Ltd Live Video Chat 2 Years Deliver incremental sales Increase average order value Deliver outstanding customer experience measured by NPS Provide point of difference vs. competitors Expanded to team of 40 Agents 29% of sales incremental customers who bought just wanted to ask a question and ended up buying 15% lift in average order value 87% average NPS - Highest NPS scores of any customer channel
8 PSA Finance Direct call centre based experts, selling insurance and finance products to customers who are visiting car dealerships in the Netherlands Vodafone Delivering outstanding customer experience - Live Assistance by its Tech Team.
9 Performance metrics Live Video Chat Video Chat users are over 6 times more likely to convert compared to unassisted website visitors Average Order Values increase by up to 35% Average NPS scores 76%+ Average Customer Experience Rating 96%
10 What our customers are saying Live Help has significantly lifted our online sales conversion rate on Schuh.co.uk and customers love the service. It is our fastest growing sales channel and a fundamental part of our future growth strategy Sean McKee Head of ecommerce and Customer Services, Schuh Ltd. Live Video Technology has allowed us to reach out to our customers in a whole new way, really enhancing our customer experience. The technology means we as online players can in some sense offer an offline experience through our trained estylists. This emphasises our brand ethos and ensures we provide customers with the best online shopping experience Geoff Van Sonsbeeck Co-Founder and CEO, Isabella Oliver Live Video Chat has proven to deliver incremental online sales for DFS and has helped us reach out to customers earlier in the buying process. NPS ratings from our customers using this service have been outstanding and it is a key channel to market for us moving forward Graham Mould Web Sales Director, DFS Furniture Company Ltd.
11 Opportunity for contact centres The general public are now getting used to being assisted though video, 70% + of customers are selecting video over text chat. Video delivers a high quality and a leading edge channel for call centres to offer as an additional solution to their customers. Reduced average call handling times with co-browse functionality over traditional telephone. Typically 1st time resolution. Higher order value than telephone, text or any other call centre channel with the same headcount, increasing revenue for call centres and a higher ROI for their clients.
12 Behind the scenes : Workspace The Solution in Action
13 Marketing integration Promote Live Engagement service as primary call to action route on all marketing Why? Easy for customer to engage Delivers highest levels of customer experience Improves conversion rates Key point of difference Internet TV Press QR Codes Social media Web-banners / Google Ads SMS/ Mobile Campaign
14 Launch from campaigns
15 Launch from google AdWords
16 Landing pages for telesales support by co-browsing
17 Pinewood Court Tytherington Business Park Macclesfield Cheshire SK10 2XR UK T: +44 (0) W: vee24.com E:
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