90% 25 Fascinating Facts & Stats about LiveChat. The Numbers. of Customers consider livechat useful.

Size: px
Start display at page:

Download "90% 25 Fascinating Facts & Stats about LiveChat. The Numbers. of Customers consider livechat useful."

Transcription

1 Copyright Arcanys

2 25 Fascinating Facts & Stats about LiveChat A list of stats and facts about live chat and the customer experience that you may not know, and some you probably didn t need to know, but we think are pretty cool regardless. Enjoy! The Numbers 42% of customers indicate using a live online chat feature vs. (23%) or other social media (16%). (2013 U.S. Wireless Customer Care Full-Service Performance Study) 90% of customers consider live chat helpful. (source: ATG Global Consumer Trend study) 45% of companies offering live chat support reported an increase in site traffic and reduced phone inquiries. (CRM Magazine) 44% of online consumers say that having questions answered by a live person while in the middle of an online purchase is one of the most important features a Web site can offer. (Making Proactive Chat Work by Forrester Research) 62% of Internet consumers said they would purchase more products online if live customer support were available (from poll conducted by Anderson Consulting). 77% of people shopping online would like to make contact with a real person before making a purchase, and over half say that the lack of interaction has caused them not to purchase. (Wells Fargo Proves The Business Case For Online Chat Forrester Research) 90% of Customers consider livechat useful. 63% of customers said they were more likely to return to a website that offers live chat based on an emarketer.com survey. Reactive chat (click-to-chat) earned a 15% ROI whereas Proactive chat (or chat by invitation) earned an impressive 105% ROI Forrester Research. 66% of shoppers will actively look for sites that provide live chat once they have used it. (BoldChat Software survey, 2010) 83% of consumers require some degree of customer support while making an online purchase. (econsultancy)

3 Why You Should Prioritise Customer Service 92% of companies studied reported a decline in customer satisfaction mainly due to customer disappointment from inconsistent service. (North American Technographics Customer Experience Online Surveys) 42% of service agents are unable to efficiently resolve customer issues due to disconnected systems, archaic user interfaces, and multiple applications. (Forrester) 600% to 700% more costly to attract a new customer than it is to retain an existing customer. (White House Office of Consumer Affairs) 89% of consumers have stopped doing business with a company after experiencing poor customer service. (RightNow Customer Experience Impact Report) 400% more likelihood a customer will buy from a competitor if the problem is service related vs. price or product related. (Bain & Co.) 33% of consumers would recommend a brand that provides a quick but ineffective response as opposed to 17% who would recommend a brand that provides a slow but effective solution. (Nielsen-McKinsey) 81% of companies motivate employees to treat customers fairly, and 65% provide effective tools and training to gain trust with their customers. (Peppers and Rogers Group) 70% of buying experiences are based on how the customer feels they are being treated. (McKinsey) 55% of consumers would pay more for a better customer experience. (Defaqto Research) 10% increase in customer retention levels result in a 30% increase in the value of the company. (Bain & Co) Communicate with Your Customers Interact openly and regularly with your customers to build a meaningful relationship with them that is based on mutual trust. Most importantly, once you gain their loyalty, don t rest on your laurels. Keeping your customers satisfied should be an ongoing process, because the last thing you want is to have all of your hard work undone by one careless oversight, or an offhand employee. The simple truth is that it is much easier to retain an existing client than recruit a new one. So treat them well. 89% of consumers have stopped doing business with a company after experiencing poor customer service. (RightNow Customer Experience Impact Report)

4 What s Trending in 2014? from Trends for 2014 by Zopim Most chat requests take place on a Thursday, between the hours of 2pm 3pm. On average it takes 23.4 seconds for a live chat operator to respond to a question, and another 42.9 seconds to reach resolution. Expect a shift from reactive chat support to proactive greetings and even offering consumer advice in This will in turn lead to increased personalisation and customer profiling of the chat experience. Watch for the integration of live chat software on business social media sites. Look for web chat to go mobile in 2014 and a surge in the use of webchat mobile apps that allow retailers to help customers regardless of where they are or what device they are using Most chat requests take place on a Thursday, between the hours of 2pm 3pm. The Origins of Online Chat The first online chat system was called Talkomatic, and was created by Doug Brown and David R. Woolley in 1973 on the PLATO System at the University of Illinois. It offered several chat channels, each of which could accommodate up to five people, with messages appearing on all users screens character-bycharacter as they were typed, and then completely forgotten once the text moved off-screen. Believe it or not, Doug and David actually developed and launched a web-based Talkomatic. Version 2.0 introduced private chat rooms and was released May 28, over 40 years later!

5 The Lighter Side Amazon was rated #1 for Giving Excellent Service in 2011, although probably not based on this particular case Quote Although your customers won t love you if you give bad service, your competitors definitely will. Kate Zabriskie Goes to show that even the best of us aren t perfect.

6 What do you think? Take a look at the images below and see if you can guess which button placement and button design for the live chat feature ranked the highest amongst respondents from a purely aesthetic aspect. Location A A B Location B Location C C D Hi, I m a real person, let s chat. Location D Think you know which placement and design the respondents chose? See their answers below... Location A Button B About Arcanys Arcanys is a Cebu-based company that specializes in developing and launching ideas. Entrepreneurs ourselves, we are passionate about innovation and working with new technologies. We like change and are constantly looking to evolve our core skills to better develop, launch and support new ideas. Having expanded rapidly in the past 4 years in the fields of customer support and digital marketing, our agile and dynamic nature means that there are no limits to where we grow next. Say hello! Visit our site at or drop us a line at solutions@arcanys.com Arcanys 2014

Evolving From Contact Center to Engagement Center

Evolving From Contact Center to Engagement Center Evolving From Contact Center to Engagement Center Steve Kraus Senior Director, Product Marketing PEGASYSTEMS Today s digitally empowered customers are more demanding than ever. They expect a quick, accurate

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

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

Reducing Customer Churn

Reducing Customer Churn Reducing Customer Churn A Love Story smarter customer contact Breaking up is hard to do The old adage that it s cheaper (and better) to hold onto an existing customer than to acquire a new one isn t just

More information

Improve customer experience with your call center

Improve customer experience with your call center Improve customer experience with your call center 1 Table of Contents Welcome to the Age of the Unloyal Customer Superior Service Is More Difficult Than It Looks Segmented customer touchpoints Who is responsible

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

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

Customer Engagement. The Rules Are Changing, But Customers Are Still In Charge

Customer Engagement. The Rules Are Changing, But Customers Are Still In Charge Customer Engagement The Rules Are Changing, But Customers Are Still In Charge WHITE PAPER Marketing Alternatives, Inc. 2550 Northwest Parkway Elgin, IL 60124 www.mktalt.com INTRODUCTION Goodbye customer

More information

BUSINESS IMPACT OF POOR WEB PERFORMANCE

BUSINESS IMPACT OF POOR WEB PERFORMANCE WHITE PAPER: WEB PERFORMANCE TESTING Everyone wants more traffic to their web site, right? More web traffic surely means more revenue, more conversions and reduced costs. But what happens if your web site

More information

Pay per Click Success 5 Easy Ways to Grow Sales and Lower Costs

Pay per Click Success 5 Easy Ways to Grow Sales and Lower Costs Pay per Click Success 5 Easy Ways to Grow Sales and Lower Costs Go Long! The Benefits of Using Long Tail Keywords clogged sewage line, I ll see a higher conversion How many keywords are in your pay-per-click

More information

THE MOBILE SHOPPER IS HERE

THE MOBILE SHOPPER IS HERE THE MOBILE SHOPPER IS HERE 88% of Respondents Use Retail Mobile Apps HOW RETAIL MOBILE APPS HAVE SHAKEN UP THE INDUSTRY The way customers shop, browse, and purchase is evolving. Retail sales have become

More information

Ask the Customer Experience Experts

Ask the Customer Experience Experts 1 Ask the Customer Experience Experts How the sum of all experiences impacts the bottom line How would you define customer experience? Is it the same as customer service? Does it refer to an interaction

More information

IMPROVING CUSTOMER SUPPORT THROUGH UNIFIED OMNICHANNEL CUSTOMER SELF-SERVICE

IMPROVING CUSTOMER SUPPORT THROUGH UNIFIED OMNICHANNEL CUSTOMER SELF-SERVICE IMPROVING CUSTOMER SUPPORT THROUGH UNIFIED OMNICHANNEL CUSTOMER WHAT IS UNIFIED OMNICHANNEL CUSTOMER? OUR STORY As veterans of the software and customer service industries, we shared the same pains as

More information

Using customer feedback to increase sales, lower costs and improve your social media marketing

Using customer feedback to increase sales, lower costs and improve your social media marketing Great Service Superb Products Good Value! I d Recommend You! Using customer feedback to increase sales, lower costs and improve your social media marketing INTRODUCTION Asking customers for feedback after

More information

HOW TO GROW YOUR BUSINESS WITH PROACTIVE SUPPORT

HOW TO GROW YOUR BUSINESS WITH PROACTIVE SUPPORT HOW TO GROW YOUR BUSINESS WITH PROACTIVE SUPPORT 2 Contents 03 Introduction 04 The Budding Possibilities of Proactive Live Chat 05 Shifting from Reactive to Proactive Support 07 Put a Spring in Your Step

More information

FOUR STEPS TO LEGENDARY CUSTOMER SERVICE

FOUR STEPS TO LEGENDARY CUSTOMER SERVICE FOUR STEPS TO LEGENDARY CUSTOMER SERVICE THE GOAL OF A COMPANY IS TO HAVE CUSTOMER SERVICE THAT IS NOT JUST THE BEST, BUT LEGENDARY. SAM WALTON IN SURVEY AFTER SURVEY, AMERICAN BUSINESS LEADERS ACKNOWLEDGE

More information

It s a Mad, Mad, Mad Multichannel World!

It s a Mad, Mad, Mad Multichannel World! It s a Mad, Mad, Mad Multichannel World! Best Practices for Engaging Customers with Multiple Service and Support Channels A White Paper by Executive Summary Multichannel service, the availability of several

More information

A Guide to the Net Promoter Score for Law Firms

A Guide to the Net Promoter Score for Law Firms A Guide to the Net Promoter Score for Law Firms Learn how to effectively measure and track your client satisfaction using the Net Promoter survey method for law firms. Copyright 2014 Inavero, Inc. All

More information

At a recent industry conference, global

At a recent industry conference, global Harnessing Big Data to Improve Customer Service By Marty Tibbitts The goal is to apply analytics methods that move beyond customer satisfaction to nurturing customer loyalty by more deeply understanding

More information

Make your website work. Ten ways to convert visitors into buyers

Make your website work. Ten ways to convert visitors into buyers Make your website work Ten ways to convert visitors into buyers 4 million online shoppers in the UK * 7% growth in e-retail sales in the last two years 50.% of online shoppers who place items in their

More information

An Oracle White Paper April 2011. Mobile Trends: Consumer Views of Mobile Shopping and Mobile Service Providers

An Oracle White Paper April 2011. Mobile Trends: Consumer Views of Mobile Shopping and Mobile Service Providers An Oracle White Paper April 2011 Mobile Trends: Consumer Views of Mobile Shopping and Mobile Service Providers Introduction Mobile commerce, in all its forms, is growing exponentially. U.S. consumers of

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

Creating Great Service Experiences How Modern Customer Service Works. Copyright 2014 Oracle Corporation. All Rights Reserved.

Creating Great Service Experiences How Modern Customer Service Works. Copyright 2014 Oracle Corporation. All Rights Reserved. Creating Great Service Experiences How Modern Customer Service Works Copyright 2014 Oracle Corporation. All Rights Reserved. Delivering Modern Customer Service The world of business is changing fast. Technology

More information

The Future of the Customer Experience

The Future of the Customer Experience The Future of the Customer Experience A Consona CRM White Paper By Tim Hines, VP Product Management Executive Overview In today s highly competitive business environment, companies must maximize the effect

More information

The Customer Experience Revolution

The Customer Experience Revolution The Customer Experience Revolution 1 Copyright 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 8 The following is intended to outline

More information

MOBILE SUCCESS STRATEGIES

MOBILE SUCCESS STRATEGIES 7 MOBILE SUCCESS STRATEGIES FOR SALES / SERVICE TEAMS 2014 imason inc. CONTENTS 7 Mobile Success Strategies! The Mobile Explosion in Field Sales & Service 1 Have 2 Make 3 Make 4 Have 5 Allow 6 Make 7 Establish

More information

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

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

In this article we will highlight some ideas of tactics that you could leverage to measure your marketing ROI.

In this article we will highlight some ideas of tactics that you could leverage to measure your marketing ROI. Moneyball and the art of finding more patients. By Scott Waddell It has been close to 100 years since John Wanamaker famously said Half the money I spend on advertising is wasted; the trouble is I don't

More information

5 Tools Transforming Government Customer Service. Susie Adams CTO, Microsoft Federal

5 Tools Transforming Government Customer Service. Susie Adams CTO, Microsoft Federal 5 Tools Transforming Government Customer Service Susie Adams CTO, Microsoft Federal Government s perception of customer service 65% of federal managers say their organization goes above and beyond to deliver

More information

POWER YOUR ECOMMERCE BUSINESS

POWER YOUR ECOMMERCE BUSINESS ebook POWER YOUR ECOMMERCE BUSINESS With Referral Marketing Did you know that customers are 4 times more likely to buy when referred by a friend? Learn how to launch a successful ecommerce referral marketing

More information

The Dating Guide to SEO

The Dating Guide to SEO TheMxGroup.com (800) 827-0170 1 The Dating Guide to SEO Maybe you re still hoping for a first date. Or maybe you ve been together for a while, but things just aren t clicking. Either way, if you re not

More information

How Emerging Trends are Affecting Contact Center Operations

How Emerging Trends are Affecting Contact Center Operations WHITE PAPER How Emerging Trends are Affecting Contact Center Operations How Emerging Trends are Affecting Contact Center Operations PAGE 1 CONTENTS History of Contact Centers... Unified Communications

More information

How to organise / structure an e-commerce team

How to organise / structure an e-commerce team How to organise / structure an e-commerce team This note has been written by Michael de Kare-Silver Michael has been involved in the digital technology, e-commerce and Mobile world for some 15 yrs. He

More information

CUSTOMER SUCCESS. United Way of Greater Atlanta Connecting People in Need with Community Resources

CUSTOMER SUCCESS. United Way of Greater Atlanta Connecting People in Need with Community Resources CUSTOMER SUCCESS United Way of Greater Atlanta Connecting People in Need with Community Resources 2014 Company profile United Way of Greater Atlanta is one of the largest United Way agencies in the United

More information

Successful Steps and Simple Ideas to Maximise your Direct Marketing Return On Investment

Successful Steps and Simple Ideas to Maximise your Direct Marketing Return On Investment Successful Steps and Simple Ideas to Maximise your Direct Marketing Return On Investment By German Sacristan, X1 Head of Marketing and Customer Experience, UK and author of The Digital & Direct Marketing

More information

2016 NICE-BCG CX SURVEY

2016 NICE-BCG CX SURVEY Partners with 2016 NICE-BCG CX SURVEY Survey Highlights NICE and BCG sponsored a survey to identify the key trends in Multi-Channel customer experience 1,704 Surveys US 698 UK 248 Australia 255 Netherlands

More information

Customer Experience 101

Customer Experience 101 Achieving customer experience excellence Customer Experience 101 The expert knowledge series Achieving customer experience excellence PAGE 1 Customer experience 101 - The expert knowledge series // Chapter

More information

The Savings of Web-Based Self-Service Delighting Your Customers While Reducing Support Costs

The Savings of Web-Based Self-Service Delighting Your Customers While Reducing Support Costs The Savings of Web-Based Self-Service Delighting Your Customers While Reducing Support Costs by Susan Carstensen, CFO, RightNow Technologies 2001 RightNow Technologies Contents Executive Summary...1 Customer

More information

Why Web Performance Matters: Is Your Site Driving Customers Away?

Why Web Performance Matters: Is Your Site Driving Customers Away? WHITEPAPER Why Web Performance Matters: Is Your Site Driving Customers Away? www.gomez.com When you re doing business on the Web, every second counts More than ever, your Website s performance matters.

More information

The 2015 State of E-Commerce in Distribution

The 2015 State of E-Commerce in Distribution The 2015 State of E-Commerce in Distribution Featuring: Jonathan Bein, Managing Partner, Real Results Marketing Sponsored by: Date: March 26, 2015 Speakers Featured Presenter: Jonathan Bein Senior Partner

More information

Direct Marketing Manager

Direct Marketing Manager Direct Marketing Manager Business Unit: Customer Value Reporting to: Head of Marketing Direct Reports: 1x Campaign Specialist, 1x Campaign Executive Date Created: August 2015 Purpose of the position To

More information

Agent s Handbook. Your guide to satisfied customers

Agent s Handbook. Your guide to satisfied customers Agent s Handbook Your guide to satisfied customers Introduction LiveChat is a tool that facilitates communication between a company and its customers. Agents who wield that tool use it to make customers

More information

InfoTrak Information for Better Decisions

InfoTrak Information for Better Decisions InfoTrak Information for Better Decisions Profitable Customer Relationship Management Builds on Strategy and Technology On average, businesses lose 15 percent to 20 percent of their customer base each

More information

OPTIMIZING YOUR WOW FACTOR OPPORTUNITIES THROUGH CLIENT RELATIONSHIP BUILDING

OPTIMIZING YOUR WOW FACTOR OPPORTUNITIES THROUGH CLIENT RELATIONSHIP BUILDING OPTIMIZING YOUR WOW FACTOR OPPORTUNITIES THROUGH CLIENT RELATIONSHIP BUILDING Optimizing Your WOW Factor Opportunities through Client Relationship Building Created & Presented by: Christine M. Sullivan,

More information

Traditional Market Research and Big Data Integration

Traditional Market Research and Big Data Integration Traditional Market Research and Big Data Integration Unlocking the Secrets to Why Customers Act the Way That They Do Greg Mishkin Vice President, Research and Consulting Market Strategies International

More information

Your guide to using new media

Your guide to using new media Your guide to using new media A comprehensive guide for the charity and voluntary sector with tips on how to make the most of new, low cost communication tools such as social media and email marketing.

More information

IBM Global Business Services Microsoft Dynamics CRM solutions from IBM

IBM Global Business Services Microsoft Dynamics CRM solutions from IBM IBM Global Business Services Microsoft Dynamics CRM solutions from IBM Power your productivity 2 Microsoft Dynamics CRM solutions from IBM Highlights Win more deals by spending more time on selling and

More information

How much should you spend on marketing?

How much should you spend on marketing? How much should you spend on marketing? An e-guide to help small businesses with small budgets work out what they need to spend on marketing 1 Marketing Angels How much should I spend on marketing? Copyright

More information

Best Practices Brochure. Optimizing Multichannel Environments Improve the Customer Experience and Profitability

Best Practices Brochure. Optimizing Multichannel Environments Improve the Customer Experience and Profitability Best Practices Brochure Optimizing Multichannel Environments Improve the Customer Experience and Profitability The Right Channel Shifting customer service to lower-cost channels is necessary to maintain

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

IN-HOUSE VS. FULL SERVICE MANAGED CHAT. Everything you need to know to choose the chat solution that s right for your dealership

IN-HOUSE VS. FULL SERVICE MANAGED CHAT. Everything you need to know to choose the chat solution that s right for your dealership IN-HOUSE VS. FULL SERVICE MANAGED CHAT Everything you need to know to choose the chat solution that s right for your dealership Chat Will Transform Your Internet Business Auto dealers eager to boost website

More information

Affiliate Marketing 101

Affiliate Marketing 101 Affiliate Marketing 101 We offer this introduction to affiliate marketing for those clients, partners and contacts who are new to the channel. What is Affiliate Marketing? Affiliate marketing is a marketing

More information

CRM Excellence Award Winner: BCAA

CRM Excellence Award Winner: BCAA Case Studies, A. Sarner Research Note 5 December 2002 CRM Excellence Award Winner: BCAA A project to capture and consolidate member data grew into a winning customer relationship management initiative

More information

Market Brief. Market Brief. Survey Findings: Mobile Apps for Customer Service. Executive Summary

Market Brief. Market Brief. Survey Findings: Mobile Apps for Customer Service. Executive Summary Market Brief Market Brief Survey Findings: Mobile Apps for Customer Service Executive Summary The explosion of mobile apps has created a huge demand from smartphone users and given organizations a fresh

More information

SEO Referral Partner Program

SEO Referral Partner Program SEO Referral Partner Program 1 We Live To Share Good Things In a world with Facebook, Twitter and emails; we live to share good things. If we go to a great restaurant, watch a moving video or find a great

More information

brand Control Your social MEDIA protect your understand how to maximise roi Social Media Internet

brand Control Your social MEDIA protect your understand how to maximise roi Social Media Internet 83% of uk franchise professionals said they re using social media but could do better especially with monetising Franchise Intelligence, 2015 (*Franchise Intelligence webinar poll responses by franchise

More information

SEO Referral Partner Program

SEO Referral Partner Program We Live To Share Good Things In a world with Facebook, Twitter and emails; we live to share good things. If we go to a great restaurant, watch a moving video or find a great Australian SEO company we naturally

More information

The customer experience: have customers been forgotten?

The customer experience: have customers been forgotten? The customer experience: have customers been forgotten? In the current economic climate, keeping customers happy ought to be at the top of every company s agenda. But many managers are simply too bogged

More information

Delivering a Superior Customer Experience

Delivering a Superior Customer Experience An excerpt from the 2013 Customer Experience Management Guide Delivering a Superior Customer Experience IT S IMPORTANT TO EMPOWER YOUR AGENTS TO DO THE RIGHT THING FOR THE CUSTOMER. THEY ARE, AFTER ALL,

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

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

Social Business with T-Systems.

Social Business with T-Systems. Social Business with T-Systems. Social Business. What, exactly, is that? The Formula. Social Business = Social Media + Business. First Use. The term social business was first used at IBM Lotusphere 2011.

More information

5 Proven Strategies to Drive ROI for Chat

5 Proven Strategies to Drive ROI for Chat 5 Proven Strategies to Drive ROI for Chat Panel insights from TELUS International, Dell & SPOT Consulting Webinar Summary - Guide Sponsored by: TELUS International Moderated by: Customer Management IQ

More information

B2B ecommerce Selling Online Isn t Just for Retailers Ryan Burnham k-ecommerce

B2B ecommerce Selling Online Isn t Just for Retailers Ryan Burnham k-ecommerce B2B ecommerce Selling Online Isn t Just for Retailers Ryan Burnham k-ecommerce OUR COMMITMENT TO THE COMMUNITY 1,500+ CLIENTS IN 15 COUNTRIES k-ecommerce YOUR ONLINE BUSINESS PARTNER ecommerce built for

More information

Lessons learned. From Silos to Social- Blended Multichannel Customer Experiences. A Seven Step Roadmap for Success. Created Exclusively for

Lessons learned. From Silos to Social- Blended Multichannel Customer Experiences. A Seven Step Roadmap for Success. Created Exclusively for From Silos to Social- Blended Multichannel Customer Experiences A Seven Step Roadmap for Success Created Exclusively for Table of Contents Introduction... 3 Doing Social Customer Service Well in Seven

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

WHY YOUR MOBILE APP STRATEGY IS KILLING YOUR BUSINESS. And How To Calculate The ROI On Fixing It

WHY YOUR MOBILE APP STRATEGY IS KILLING YOUR BUSINESS. And How To Calculate The ROI On Fixing It And How To Calculate The ROI On Fixing It INTRODUCTION If you re a consumer-facing business of any size, you ve probably got a mobile app. You may well take a close interest in how well it functions, and

More information

Vodafone Red Paper Getting closer to your customers Issues Change Solution

Vodafone Red Paper Getting closer to your customers Issues Change Solution Issues Change Solution How to get closer to your customers Communicating with customers on their terms Every channel available The Internet enables easier comparison of companies, particularly of price,

More information

Touchscreen Self-Service: How to Transform the Self-Service Customer Experience. By Dr. Natalie Petouhoff www.drnatalienews.com @DrNatalie on Twitter

Touchscreen Self-Service: How to Transform the Self-Service Customer Experience. By Dr. Natalie Petouhoff www.drnatalienews.com @DrNatalie on Twitter Touchscreen Self-Service: How to Transform the Self-Service Customer Experience By Dr. Natalie Petouhoff www.drnatalienews.com @DrNatalie on Twitter Analyst Rankings: Dr. Natalie s Background Customer

More information

Streamline Business Processes, Maximize Agent Performance and Enhance the Customer Experience

Streamline Business Processes, Maximize Agent Performance and Enhance the Customer Experience 1 Product Whitepaper: Streamline Business Processes, Maximize Agent Performance and Enhance the Customer Experience Not all contact center agents are created equal, so how do you level the playing field

More information

Demand-Driven Customer Experience Management: Solutions for US Healthcare Payers

Demand-Driven Customer Experience Management: Solutions for US Healthcare Payers White Paper Demand-Driven Customer Experience Management: Solutions for US Healthcare Payers EXECUTIVE SUMMARY Consumer expectations are changing in every industry and healthcare is not immune to these

More information

Drive Retail Sales and Enhance Loyalty by Streamlining Your Contact Center

Drive Retail Sales and Enhance Loyalty by Streamlining Your Contact Center SAP Brief SAP Customer Relationship Management SAP Contact Center Objectives Drive Retail Sales and Enhance Loyalty by Streamlining Your Contact Center Create a better retail experience across multiple

More information

How To Reinvent The Store Shelf Edge

How To Reinvent The Store Shelf Edge IN Rethinking Retail Series: Reinventing the store shelf edge in the age of omni-channel shopping STORE E SL Product $4.99 Reinventing the store shelf edge in the age of omni-channel shopping The meteoric

More information

INNOVATING THE MOBILE EXPERIENCE: GAINING A COMPETITIVE ADVANTAGE IN A CUSTOMER-DRIVEN WORLD. January 16, 2014

INNOVATING THE MOBILE EXPERIENCE: GAINING A COMPETITIVE ADVANTAGE IN A CUSTOMER-DRIVEN WORLD. January 16, 2014 INNOVATING THE MOBILE EXPERIENCE: GAINING A COMPETITIVE ADVANTAGE IN A CUSTOMER-DRIVEN WORLD January 16, 2014 THE CUSTOMER EXPERIENCE IS MORE IMPORTANT TODAY THAN EVER BEFORE. You are Operating Your Business

More information

Business Impact of Application Performance Problems

Business Impact of Application Performance Problems Business Impact of Application Performance Problems White Paper from ManageEngine Web: email: appmanager-support@manageengine.com Table of Contents 1. Introduction 2. Challenges 1. Organizations in B2B

More information

THE EFFECTIVENESS OF TELEVISION

THE EFFECTIVENESS OF TELEVISION THE EFFECTIVENESS OF TELEVISION Television is changing. TV is no longer just a box in everyone s living rooms, it is now something that can be watched anytime, anywhere, across a range of different screens.

More information

SIX THINGS PEOPLE EXPECT FROM YOUR CONTACT CENTER IN THE DIGITAL AGE.

SIX THINGS PEOPLE EXPECT FROM YOUR CONTACT CENTER IN THE DIGITAL AGE. SIX THINGS PEOPLE EXPECT FROM YOUR CONTACT CENTER IN THE DIGITAL AGE. Read on to learn more about what today s consumer expects from your contact center and how you can deliver. Seismic shifts are changing

More information

white paper How EmErging TrEnds are affecting contact center operations

white paper How EmErging TrEnds are affecting contact center operations WHITE PAPER How Emerging Trends are Affecting Contact Center Operations Table of Contents History of Contact Centers... 3 Unified Communications Lead the Change... 3 The Importance and Prevalence of the

More information

CUSTOMER SUCCESS. PAC Web Hosting Ltd. Engaging with Customers and Prospects to Deliver the Answers They Need

CUSTOMER SUCCESS. PAC Web Hosting Ltd. Engaging with Customers and Prospects to Deliver the Answers They Need CUSTOMER SUCCESS PAC Web Hosting Ltd. Engaging with Customers and Prospects to Deliver the Answers They Need 2014 Company Profile PAC Web Hosting Ltd. is a leading provider of Web hosting and domain name

More information

brought to you by waterfall mobile Retail

brought to you by waterfall mobile Retail brought to you by waterfall mobile Retail This Waterfall Quick6 LookBook provides an insider s perspective into how mobile fits into a retail communication strategy so that companies can execute successfully.

More information

online marketing redefined

online marketing redefined online marketing redefined agency techtelligence media agency Madrivo has generated over $150M for advertisers in the United States Global Media (in billions USD) 474 483 503 521 548 580 Internet Advertising

More information

For ebusiness & Channel Strategy Professionals

For ebusiness & Channel Strategy Professionals Retailers Plan To Expand Online Customer Service Channels In 2010 But Disconnection Between Customer Service And Brand May Spell Trouble by Diane Clarkson with Carrie Johnson, Elizabeth Stark, and Kate

More information

How CRM Solves These 5 Business Challenges

How CRM Solves These 5 Business Challenges How CRM Solves These 5 Business Challenges Here are 5 examples to demonstrate why organisations implement Customer Relationship Management strategies, and how professionally implemented CRM systems resolve

More information

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

Elevate Customer Experience and Engagement in the New Digital World

Elevate Customer Experience and Engagement in the New Digital World Elevate Customer Experience and Engagement in the New Digital World John Chan CRM Solutions Lead, Microsoft Business Solutions Microsoft Asia Customer buying behavior has fundamentally changed therefore,

More information

r&c worlds Express China s surprising shoppers Highlights

r&c worlds Express China s surprising shoppers Highlights r&c worlds Express July 2014 Highlights Chinese shoppers were once again the Internet s most avid shoppers shopping more often and on more devices than any other respondents. Consumers are making less

More information

5 Tips For Setting Measurable. Social Media Goals. 5 Tips for Measurable social media goals

5 Tips For Setting Measurable. Social Media Goals. 5 Tips for Measurable social media goals 5 Tips For Setting Measurable Social Media Goals 1 introduction Five practical tips for setting measurable social media goals Social media participation has become a must for businesses today. A survey

More information

THE DO S AND DON TS OF WEB CHAT. with Johan Jacobs

THE DO S AND DON TS OF WEB CHAT. with Johan Jacobs THE DO S AND DON TS OF WEB CHAT with Johan Jacobs TABLE OF CONTENTS Introduction. 3 Best Practice #1: Commit or Skip..4 Best Practice #2: Run Multiple Sessions from Day One 6 Best Practice #3: Never Make

More information

Are You Headed Toward a Perfect Storm?

Are You Headed Toward a Perfect Storm? leading thoughts / sep 2012 Are You Headed Toward a Perfect Storm? Empowered customers and rapidly expanding access channels are on a collision course with contact centers that are unprepared to meet new

More information

Customer Interaction Solutions

Customer Interaction Solutions Customer Interaction Solutions Customer Interaction competence is at the heart of every successful organization. Today, Pro-active Customer Management Is Essential Whenever a customer interacts with your

More information

Click Labs Report: How Retail Leverages Mobile

Click Labs Report: How Retail Leverages Mobile Click Labs Report: How Retail Leverages Mobile Table of Contents: Transforming Retail via Mobile...4 Mobile Apps vs. Mobile-Optimized Websites for Retail...6 How to Leverage Mobile Retail Apps to Increase

More information

Elevate the Consumer Experience: Creating a Win-win for Both IT and its Consumers

Elevate the Consumer Experience: Creating a Win-win for Both IT and its Consumers Elevate the Consumer Experience: Creating a Win-win for Both IT and its Consumers Introduction in Action Why the Need to Improve the Consumer Experience for IT Services? The consumerization of IT has heightened

More information

Improving The Agent Experience Moves The Needle On Customer Satisfaction

Improving The Agent Experience Moves The Needle On Customer Satisfaction A Custom Technology Adoption Profile Commissioned by Amdocs Improving The Agent Experience Moves The Needle On Customer Satisfaction Introduction Today, the gap between customers expectations and the service

More information

Mobile & shopping on demand. How performance marketing helps mobile redraw the path to purchase. tradedoubler.com

Mobile & shopping on demand. How performance marketing helps mobile redraw the path to purchase. tradedoubler.com Mobile & shopping on demand How performance marketing helps mobile redraw the path to purchase tradedoubler.com Mobile performance marketing channels are transforming the experience of shopping in Europe,

More information

The new customer experience Drive value by building strong customer loyalty and advocacy

The new customer experience Drive value by building strong customer loyalty and advocacy The new customer experience Drive value by building strong customer loyalty and advocacy The new customer experience of the average buying experience is based on how the customer feels he or she is being

More information

Social Media Monitoring: Missing the Real Issue

Social Media Monitoring: Missing the Real Issue Social Media Monitoring: Missing the Real Issue White Paper January 2015 We see a lot of companies spending a great deal of money to monitor and respond to comments made on social media outlets. Websites

More information

Social media in the Fund Industry Current situation, opportunities and challenges

Social media in the Fund Industry Current situation, opportunities and challenges Social media in the Fund Industry Current situation, opportunities and challenges Enterprise Risk Services Investment Management September 2012 Contents 1. Current landscape in the Financial Industry 3

More information

Driving loyalty and new customer acquisition with virtual assistants

Driving loyalty and new customer acquisition with virtual assistants Driving loyalty and new customer acquisition with virtual assistants How companies can address evolving consumer expectations for mobile and Web interactions with virtual assistants 1 Mobile consumer expectations

More information

Business and Process Improvement Specialists. Ai Virtual Assistant Sourcing and Operational Delivery. Sales & Service Centre Efficiency & Performance

Business and Process Improvement Specialists. Ai Virtual Assistant Sourcing and Operational Delivery. Sales & Service Centre Efficiency & Performance DELIVER GREAT SERVICE THAT COSTS LESS Business and Process Improvement Specialists Ai Virtual Assistant Sourcing and Operational Delivery Sales & Service Centre Efficiency & Performance Working in Partnership

More information