Multichannel Customer Care

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2 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 media expertise (SocialStrategy1) to provide clients a best in class multi-faceted customer care and lead generation solution Loyalty is now driven by a business s interaction with it s customer when & where the customer chooses to interact 2

3 Customer Life Cycle Prospect Need Identified Brand Advocates Online Research Customer Care / Loyalty Purchase Decision 3

4 Internet Users of the World 4

5 World Internet Percentage Rates 79% of North America is Online 5

6 Over 50% of US Internet Users Shop Online Last year, 167 million people in the U.S. made online purchases amounting to $200 billion in sales. Shopping cart abandonment rates normally average 72 percent. Last year, shopping cart abandonment was at 70 percent Black Friday $1.04 Million in Online Sales Online Sales Up 28% from Cyber Monday $1.47 Billion in Online Sales Online Sales Up 17% from

7 US Internet Users Expectations of E-Commerce Sites Pricing/shipping information clearly stated 95.5% Looks credible and trustworthy Product displayed on homepage 76.5% 70.8% Visually appealing Total cost calculator (shipping, tax, etc.) Search function 48.2% Privacy statement 45.5% Onsite customer reviews/testimonials 40.9% 59.1% 66.7% Online Users Have High Expectations Online customer service (live chat) 32.5% Links to social networks (Facebook, Twitter, etc.) 22.7% Source: Oneupweb, Revolutionizing Website Design: The New Rules of Usability, 7

8 Shopping Cart Abandoners are Valuable Plan to conduct more online research before purchasing Online comparison shopping will become ever more commonplace 84% more likely to research online to ensure best price More likely to use voucher codes or look for them online Spending more online than those that do not abandon shopping carts Like to shop around before making a purchase What this tells us is that visitors that abandoned shopping carts are very valuable: higher income customers that are more tech savvy, and use this knowledge to comparison shop and get better deals online. Source: Forrester Research 8

9 Top 5 Causes for Shopping Cart Abandonment 1. Shipping and handling costs were too high - 44% 2. I was not ready to purchase the product - 41% 3. I wanted to compare prices on other sites - 27% 4. Product price was higher than I was willing to pay - 25% 5. Just wanted to save products in my cart for later consideration - 24% 9

10 Would you open a retail store with no sales clerks? Web Chat Services not only improve customer experience, it also helps improve shopping cart abandonment by answering questions and providing peace of mind during the online experience. 10

11 Chat Advantages Chat Advantages Customer satisfaction higher than other channels 25% decrease in operational cost Service 90% + Top 2 Box CSAT 90% First contact resolution Sales 20% increase in online sales Agent productivity double than phone Preferred contact method CHAT Clients leveraging web chat solutions realize higher or more advantages than phone channel 11

12 Quality Assurance and Data Analytics Chat interactions provide valuable insight to businesses to help improve marketing efforts, product development, IT related challenges and existing business interactions. What obstacles are your customers experiencing? How are your customers and prospects responding to your promotional offers? Why are your customers not buying? What issues with service quality are your customers talking about? What are the primary customer objections (i.e. price, quality of the product, service experience)? What is the marketplace saying about your products and prices? 12

13 Reasons for Customers to Chat Before Purchase 15% RETURN POLICY QUESTIONS 20% PROMOTIONAL OFFER QUESTIONS 30% SHIPPING QUESTIONS 35% PRODUCT QUESTIONS Top Reasons Why Customers Chat Product Questions Shipping Questions Return Policy Questions Promotional Offer Questions Answering questions before purchase increases online sales by 20% or more! 13

14 Reasons for Customers to Chat After Purchase 19% DELIVERY POLICY 6% ACCOUNT INFORMATION 12% RETURN POLICY 27% COPY OF MY ONLINE RECEIPT 36% HOW DO I TRACK MY ORDER? Top Reasons Why Customers Chat How do I track my order Copy of my online receipt Delivery policy Return policy Account information CSAT is higher and operational costs lower with chat! 14

15 Chat Transcripts Provide CSAT & DSAT Average % CSAT vs.. DSAT - MTD DSAT 19% CSAT 81% Average MTD CSAT is at 81% and DSAT at 19% 37% Drill Down on the Negative Surveys 37% Coaching Alerts Improved beyond canned response Improved in discovering customer needs Improved in product knowledge More effectively answer customers questions Go above and beyond assisting customers Customer interaction savvy REASONS OUT OF AGENT CONTROL 26% ALERTS WITHIN AGENT CONTROL COACHING WITHIN AGENT CONTROL Out of Agent control Unavailability of the package that customer wants Unable to resolve customer questions Existing customer 15

16 Best-in-Class Performance Model Chat Strategy and Goals What business needs am I trying to address? Proactive vs.. Reactive chat? How will I define success? Technology Selection Recruiting Training Which chat technology meets our requirements? Implement internally or outsource? What characteristics make a good chat agent? (hint: they are very different than good voice agents) What is the most effective way to train new chat agents? Ongoing education and training? Ongoing Operations How do I integrate my chat interactions into my quality program? How do I gather business intelligence from the chat interactions? How do I fix issues and continually improve? 16

17 What Chatters are Saying 71% Prefer to initiate the contact for customer care 57% Very likely to abandon site if they cannot find a quick answer 44% Feel having their questions answered by a real person is very important while on website 27% Like having an instant message/online chat box appear and ask if they need help with research or purchases 17

18 Live Chat Can Extend Your Reach By: Initiate Invitations Based on Rules or Behavior Metrics Extending your hours and handling overflow Providing sales and support service queues Fulfilling the promise of the platinum star service and Warranty Leads to higher customer satisfaction Help attain business goals Monitoring live website traffic Customers that show higher propensity to make a purchase when assisted 18

19 Proactive Chat Can Transform Business Improve Customer Satisfaction Increase Average Order Value Reduce Abandonment Rate Lower Costs Build Relationships 19

20 Concerns with Proactive Chat Poor Proactive Invitation Practices Can Annoy Customers Avoid Annoyances By: Create a Clean Invitation Easy to Decline Invitation Unique Wording for Invite Consider Images, Colors, and Design 20

21 Rules to Implement Proactive Chat Strategies for Success Create strategic rules that trigger a chat at a point of need or abandonment Set triggers for opportunities Consider starting small Make evaluation of business rules an ongoing process 21

22 Customer Care & Reputation Management Loyalty is Now Being Built When and Where the Customer Chooses 22

23 WHY EPIC? Over 1,000 certified chat agents deployed worldwide Considered an expert in the chat space with over 12 million interactions each year Both chat and a knowledge base solution allows for a customer to receive real time help or answers to their questions, as they navigate your website US presence available 24/7 23