EMPOWERING YOUR SALES TEAM WITHREAL TIME CALLER INSIGHT

CEO, INFINITY TRACKING

PAUL WALSH

REAL TIMELIVE CONTENT

http://quiz.infinitycloud.com/admin/welcome/

REAL TIME CALLER INSIGHT

YOU’RE ALLWINNERS REALLY

REAL TIMEINTERACTIVE

CAN REAL TIME HELP?CUSTOMER SATISFACTION

REAL TIME CALLER INSIGHT

5,000 people survey 83% of online shoppers need support to complete a purchase

Delivery Costs Lack of information Want to ask a question

Abandonment of online purchases

REAL TIME CALLER INSIGHT

Phone has the highest satisfaction rating 69% Live Chat 63%

Web self-service 58% Virtual agents 55%

Newer communication channels 56%

Communication channels satisfaction

OVER THE PHONECUSTOMER SATISFACTION

REAL TIME CALLER INSIGHT

69% of customers said they were on hold for too long when seeking help from a company. Haris Interactive

High abandonment of IVR due too many options

84% of customers are frustrated when a representative does not have immediate access to account information. Mobius Poll

Far from perfect

INCREASE SALES ORDER VALUEINCREASE CUSTOMER SATISFACTION

HALF A DOZEN SALES PEOPLESMALL SALES TEAM

HUNDREDS OF OPERATORSCALL CENTRE

WITH REAL TIME CALLER INSIGHTSEMPOWERING YOUR SALES TEAM

REAL TIME CALLER INSIGHT

luxury new york

THEY WANT TO GO ON HOLIDAYWHAT DO WE KNOW?

WITH ANALYTICS SYSTEMSCOLLECTING SITE DATA

SO CALLNOT SURE

NEED DATA IN REAL TIMESALES OPERATOR

REAL TIME CALLER INSIGHT

Sales Operator has no context Start asking questions Where would like to go? When? New York Generic script

Question Time

UPSELL UTILISED?CUSTOMER SATISFIED?

REAL TIME CALLER INSIGHT

new york cheap break

THEY WANT TO GO ON HOLIDAYWHAT DO WE KNOW?

SO CALLNOT SURE

QUESTION TIMESALES OPERATOR

REAL TIME CALLER INSIGHT

REAL TIME CALLER INSIGHT

EXPENSIVE TO RUNCALL CENTRE

WITH CUSTOMER ON THE PHONETRANSFORM THE WAY YOU INTERACT

THANK YOUANY QUESTIONS?

CEO, INFINITY TRACKING

PAUL WALSH