Real-time online customer service

Transcription

1 Press kit Real-time online customer service Click to Chat Click to Call Click to Video Multi-device

2 Content Meet iadvize 3 Our key features 4 Product innovations in 2013/ Our Case Studies: Fnac, Monster, The Kooples 6 Our Customers 12 Press contact 13

3 Notes... Meet iadvize iadvize is a SaaS solution which provides real-time online customer service with Click-to-Chat (live chat) and Click-to-Call (immediate and free call backs). Thanks to its high-performance behavioural targeting technology, iadvize plays a key role in increasing conversion rates, sales and customer satisfaction. More than 1000 companies throughout Europe have already chosen iadvize to support their real-time online customer relations with Click to Chat and Click to Call. The company was founded in 2010 by Julien Hervouët and Jonathan Gueron. Today, iadvize is the market leader in France with clients from a wide variety of industries including e-commerce, banks, insurance, tourism and telecoms. iadvize was financed by investments from Kima Ventures, Alven Capital, Oleg Tschelzoff (Fotolia), David Sokol and Jean-Michel Sokol. Click to Call Do you have a question? We ll ring you straight back! My account Cooking is now fun and creative! Question Free callback Ask your question here Send My basket Click to Chat Click to Video 3

4 Our Key Features Multi-channel Behavioural Targeting Co-Browsing Supervision Click to Chat + Click to Call + Click to Video Target potential customers and maximise your ROI Take control of browsing Monitor performance Give your website visitors and customers instant, free and simple support with iadvize s Click to Chat (instant messaging), Click to Call (free callbacks) and Click to Video solutions. Interact with your customers via the communication channel most adapted to their profile and situation. Thanks to iadvize s behavioural targeting technology, you can prioritise live chat interactions with potential customers. This way, you will increase the ROI of your real-time online customer service. You can also target visitors who are facing difficulties on your website and offer your help proactively. This way, you will reduce the abandonment rate on your website. Operators can see their visitors browsing in real-time - as if they were sitting right next to them. When necessary, operators can use the cobrowsing feature to take control and guide visitors to the right place. Team supervisors can easily monitor the activity of operators in real-time as well as key performance indicators such as customer satisfaction and sales which were generated thanks to iadvize. Performance can also be monitored over a longer period of time. 4

5 Product innovations in 2013/2014 App Redesign To be even more userfriendly, the whole interface has been redesigned. SDK Mobile Integrate live chat to applications with iadvize s Software Development Kit 2.0 API Easily connect iadvize with a CRM or a Data warehouse AppStore Automatic synchronisation of iadvize with other applications - the first will be Zendesk Genius Targeting Automatic adaptation of the targeting rules depending on traffic (the rule evolves to include more people when traffic is low) 2.0 Targeting Target visitors depending on their precise user journey on a website 5

6 Monster, the worldwide leader in connecting people with career opportunities, gives personalised support to recruiters via Click to Chat in 5 countries and sells its online BtoB services to more than 15% of recruiters who receive support. The Challenge: provide BtoB visitors with more information and improve online sales Monster is the global leader in connecting people with career opportunities. Thanks to content websites and quality service, Monster provides personalised career advice to the general public. In parallel, Monster has an offer for employers which includes innovative technologies and high-level services which enable them to improve their management of the recruitment process and also for advertisers who can access a wide and targeted audience for their communication campaigns. When you sell BtoB services online, worth significant amounts, a small detail can be enough to prevent decision making. Therefore, we have to be proactive when it comes to providing personalised advice about services which can be easily sold online. The specificity of online BtoB services, like those provided by Monster is that the final decision to purchase involves several people in the company, which impacts the length of time the decision takes as well as the quantity of information needed. That s why Monster wanted to provide a maximum amount of information to its BtoB visitors, so it could access the decision maker and deal with all the details which can not be included in the description of the offer but which can be decisive in subscribing to the service. The conversion rate for online BtoB sales is generally quite low, and the average order value generally high; between 800 and 900 euros. Therefore, Monster wanted to find a way to improve the conversion rate of recruiters. The Solution: provide personalised advice for services which can be sold online In 2012, Monster decided to implement iadvize s Click to Chat tool on its French, Italian, Dutch, German and English websites. The aim was to give recruiters the possibility to contact a support agent in real-time with live chat to get the advice and information they needed about the services or the website. About Monster Monster is the global leader in successfully connecting people with career opportunities. Monster provides job offers and career advice to the general public as well as services to improve the recruitment process to employers. About iadvize iadvize is specialised in real-time online customer relations. More than 1,000 companies have chosen iadvize to help increase sales and improve customer satisfaction. contact-uk@iadvize.com 6

7 Strategically, all contacts from the live chat channel are first processed by the telemarketing service, which qualifies the request and forwards it to the right agent. 8 Monster agents, divided up amongst the different services: telemarketing, customers or applicants for each country, give visitors customised answers, with an average handle time under 15 minutes. So that live chat becomes a real sales and lead generation tool, Monster s behavioural targeting strategy has 2 main components. A targeting strategy is about offering live chat support to certain visitors, depending on their behaviour and profile. Firstly, live chat is offered to those visitors who are browsing pages with information about services which can be easily sold online, because of their simplicity and cost. On these pages, chat invitations include a contextualised message in order to maximise the response rate and ultimately the conversion rate. This is the case for the Monster Small Business Recruitment Solutions, which recruiters can buy online for 199. For this solution, more than 20% of those who receive advice become customers. Then, in order to focus on sales scenarios which can generate turnover, chat invitations are sent in priority to visitors who are non-identified on the website. Today, Click to Chat is Monster s 2nd channel for incoming contacts, before and in front of the telephone. 20% of incoming contacts are processed via live chat in 5 different languages. The visitors we interact with via live chat are people we were not in contact with before because they represent a different population. Neither the telephone, nor have experienced a decrease in incoming contacts. Guillaume Louët, E-commerce & Lead Generation Director Since the implementation of live chat on Monster, 15% of those who receive real-time support subscribe to a solution; that s nearly 10 times more than visitors who do not get support via chat. Results Recruiters who receive support via Chat sign up for a Monster solution 10 times more than those who don t. 20% of incoming contacts are processed via Chat. Click to Chat is Monster s 2nd channel for processing incoming requests. 90% is the satisfaction rate measured after a live chat exchange with a recruiter. iadvize has the advantage of being both extremely intuitive and innovative in the features it includes. It really adds value to the relationship we have with recruiters. Guillaume Louët, E-commerce & Lead Generation Director for Monster France and Southern Europe 7

8 8 With a conversion rate of 25% and a incremental impact of 53%, sales due to iadvize represent 1/4 of the turnover generated by the customer service at fnac.com The Challenge : Increase sales and make the online shopping experience less impersonal The solution : Fnac.com & iadvize, a custom-made collaboration About FNAC.com Top-selling FNAC shop since Fnac.com ranks fourth amongst the most visited pages in In June 2010, after having claimed interest in a live France, with more than 200 million visitors every year. As chat solution after a year-long test phase with Oracle s the top-selling shop of the Fnac group since 2007, the estara solution, Fnac.com sent out an invitation to Fnac.com website registers transactions every day tender to find the Chat tool with the best and its contact centre receives more than performance. End of 2010, Fnac.com chose iadvize. incoming contacts a year, treated by 200 employees. In 2010, Fnac.com decided to use the web as a means of reducing customer relation costs; they needed to find a tool which would be capable of generating turnover and We were seduced by iadvize because of its ergonomics and simple usage whilst being at least as advanced as other more established solutions. As well as performance, we needed flexibility and looked for a service provider that was adaptable and available. We chose the French solution iadvize. There were 3 solutions in the same price range and iadvize seduced us because of its ergonomics and simple making online shopping less impersonal. usage whilst being at least as advanced as other more established solutions... The solution they were looking for was to satisfy two objectives: increase sales and make online shopping less Victoire Auque, Project Manager Customer Services at fnac.com impersonal by offering help in the right place at the right time to qualified visitors. More than 200 million visits a year incoming contacts in Approximately 200 employees. About iadvize iadvize specialises in real-time online customer relations. We support more than 800 companies, helping them to increase sales and improve customer satisfaction. contact-uk@iadvize.com

9 Our collaboration The collaboration between iadvize and Fnac.com is based on the idea of a partnership between an e-merchant and an expert service provider of Click to Chat. Beyond providing the technical Click to Chat solution, iadvize gives long term support to Fnac.com to optimise the use of this customer relation management channel, in alignment with the goals and needs of the company. This collaboration between the two companies began with understanding the needs of Fnac.com, so that iadvize could contribute its expertise with regards to the integration strategy. The desire to deploy Click to Chat on Fnac.com is part of a general goal: reduce the cost of customer relations and find a tool that is capable of both acquiring business and adding a human touch to customer relations. Since December 2010, when iadvize was deployed on Fnac.com, iadvize has been focused on constantly monitoring results with qualified targeting, implementing the tool with a ROI approach and reducing customer relation costs. Evolution perspectives Since September 2011, support via Chat has developed the tracking the order section on Fnac.com. As the Fnac.com s Click to Chat partner, iadvize continues to accompany and adjust the parameters of the solution to optimise its features. Results 25% of users who chat are converted into customers. A incremental impact of 53% for iadvize, i.e. 2 million euros generated by Chat in The sales generated by Chat represent 25% of the turnover generated by the customer service on fnac.com. Although our main motivation was to optimise the quality of services on fnac.com, the solution presents a nearly immediate ROI. Victoire Auque, Fnac.com 9

10 The Kooples provides the same quality of advice on its website as in its stores thanks to Personal Shoppers. The Challenge : Provide the same quality of service to people on the website as to those in stores. Launched in 2008, the fashion brand designed for men and women has very quickly developed a network of stores as well as an online store. has a privileged connection with the salesperson and can obtain advice regarding his or her style. Axel Dutreil e-business Manager -The Kooples The Answer : the Personal Shopper concept About The Kooples Launched in 2008, the fashion brand designed for men and women has very quickly developed a network of stores and an online store. In March 2011, when the redesigned website was launched, The Kooples chose to reinforce its image of a high-end and trendy brand with an online store, providing quality service and advice similar to what was offered in its stores. The idea was to reinforce connections We wanted to recreate the universe of a high-end tailor shop on the online between The Kooples and its customers, and also increase conversion rate and average cart value on the online store. We wanted to recreate the universe of a high-end tailor shop on the online store where the customer In January 2012, The Kooples brand integrated iadvize software onto its website, thereby offering visitors on the online store the possibility to contact a salesperson directly via an instant message. The integration of the Click to Chat software brought along the idea of the Personal Shopper ; a true stylist available on the online store who would accompany users in a personalised way with their browsing experience and advise them regarding different products and styles. Just like in a real store. To make the Personal Shopper concept come true, part of the customer service department has been trained to use the chat software with the objective of giving advice with a strong focus on sales and results. About iadvize iadvize specialises in real-time online customer relations. We support more than 800 companies, helping them to increase their sales and improve customer satisfaction. contact-uk@iadvize.com 10

11 Results They answer queries in a kind and helpful manner, with a strong emphasis on trust, reactivity and spontaneity. Average basket increased by 25% for visitors assisted by a Personal Shopper. In addition to using the Click to Chat software, Customer Service Representatives are also expected to answer queries received by or by phone, depending on the time of the day and the seasonality. When they integrated iadvize software, The Kooples wanted to benefit from iadvize expertise to be accompanied with best practices - in particular regarding the use of proactive engagements to provide quality service and customer satisfaction. Being accompanied by iadvize to define our behavioural targeting strategy and optimise pro-active engagements was an opportunity to add value to the tool and remove some fears we had. Axel Dutreil e-business Manager -The Kooples Number of litigations decreased by 20%, since the Click to Chat software was integrated. Customer satisfaction rate of 90% (based on a 2,7/3 grade) since the Personal Shoppers launch on TheKooples.com website. Thanks to the Personal Shoppers advice on the Chat, we are creating a personal and privileged connection in real time with our visitors. Axel Dutreil e-business Manager, The Kooples 11

12 More than 1000 clients throughout Europe E-Commerce, Banking, Insurance, Telecoms, Tourism - B2B, B2C 50% of France s top 15 e-commerce companies

13 Press contact For further information, please contact: Miranda Hobbs Communications Officer UK +44 (0) Follow us on Don t hesitate to get in touch if you re interested in a live demo of the iadvize solution. 13