How to unlock revenue for your business with Proactive Web Chat

Eptica. Transforming customer engagement for a multichannel world

Paul Barnes, VP Operations, Eptica

Agenda

• Why Web Chat is now essential for online success

• About Eptica• How to grow business revenue with Web

Chat• Efficiency benefits• Key points to remember

How can I help you?

• 60% of Web visitors abandon online transactions…

• … but 4 out of 5 say they would have finalised with direct help…

Bring the right help, at the right time

Key facts and figures

Deliver 105% ROI

Boost your sales by 80%

Increase your AOV by 19%

Proactive Web Chat unlocks revenue for every business...

Source: Forrester

Increase Sales and deliver high ROI

*Source: Forrester

Proactive Web Chat delivers 105% ROI,

Reactive Web Chat delivers only 15% ROI*

Increases upselling opportunities Reduces shopping cart

abandonment Removes roadblocks in customer

journey using Co-browsing or Assisted Form Filling

Improves customer satisfaction

44% of people say having their questions answered live, while making a purchase is one of the most important features a website an offer

Source: Forrester

Reduce Customer Effort

*Source: Forrester

Customer satisfaction scores for web chat are on average 10 points higherthan for the telephone channel*

Increased First Contact Resolution

Ability to communicate complex information, guide the customer, co-browse or share documents

Improves customer satisfaction – customers value the immediacy, simplicity and personal service

Improved loyalty

Half of digital consumers now expect an instant online response to their queries, and 63% are more likely to return to a site that offers web chat

Source: eMarketer

Reduce Customer Service Costs

*Source: Gartner** Source: Yankee Group

Web Chat can cut call volumes by 12%* and increase agent productivity between 35-75%**

Cut average interaction cost Improved First Contact

Resolution Handling up to 5 chat sessions

at one time

75% of consumers switch to other channelswhen a website lets them down – 35% escalate to a company’s telephone channel and 11% email

Source: Forrester

New! Eptica Chat 2.0

Discuss with yourcustomers onlinein real time!

• REAL multichannel customer interaction

• Multi-session text chat• Screen sharing and co-

browsing• Integrated with the

Eptica Knowledgebase• Cloud Architecture

Global provider ofmultichannelcustomer

interactionsoftware

• Based in UK, France,Spain, Singapore

• Available in 26 languages• Gartner Web Customer

Service Magic Quadrant

Eptica: a world-wide success

• Retail• Banking• Insurance• Travel

• Public Sector• Outsourcers

Specialist in:

How to grow revenue with Web Chat

1. Be proactive for 10x more conversions2. Turn pain into profit3. Arm your agents with the right information4. Build engagement5. Be ready to chat on mobile6. Integrate with other channels7. Integrate with ecommerce & CRM systems

1. Be proactive for 10x more conversions

Proactive web chat sessions are activated at key points on the customer journey...• Proactive outreach• Assisted form filling• Google search• Visit time• Number of visited

pages• Engagement attempt

limits• Customisation

On your website, chat takes the

place of a salesperson in a

physical shop

1. Assisted form filling

Help your customers when they make a mistake in a form field.

Turn pain points into profits

Leverage advanced analytics and behavioural targeting tools to better understand your customers

INTEGRATED A/B TESTINGenables you to continuously optimise conversion by easily comparing the results of different rules of Engagement to find out which approach performs best for Increasing conversion and decreasing drop-out rates.

Arm your agents with the right information

Improves the efficiency with an integrated self-learning multichannel knowledgebase

• Access to consistent information = same for all channels

• Provide fast, right-first-time answers to your customers’ questions

• Reduce agents training time

Arm your agents with the right information

Smart Search enables you to provide lighting fast answers to your customers’ questions

Build engagement

Web Chat enables you to engage and deliver personal service on the web channel

• Train agents to build a rapport with the customer

• Focus on asking qualifying questions

• Let agents to take control of the dialogue

50/50Aim to make chat sessions a 50/50 balance of scripted responses from your web chat knowledgebase with personal responses from the agent themselves.

Be ready to chat on mobile

Sales through mobile devices is forecast to grow to 25% by 2017*

• Develop a mobile chat strategy and embrace this new channel

*Source: eMarketer

Integrate with other channels

*Source: eMarketer

Deploy chat as part of an integratedmultichannel solution, built around a single knowledgebase to deliver a joined-up,efficient experience.

Integrate with ecommerce & CRM systems

Gaining a 360 degree view of your customers is vital to business success.

Efficiency benefits

Example 1:- Average Chat session 30% longer than phone conversation

 Average Duration Contacts/hr % increase

Voice Call 5 mins 12  1 chat session 7 mins 9 -30%2 chat sessions 7 mins 18 54%3 chat sessions 7 mins 27 131%4 chat sessions 7 mins 36 203%       

Example 2:- Average Chat session 50% longer than phone conversation

 Average Duration Contacts/hr % increase

Voice Call 5 mins 12  1 chat session 7.5 mins 8 -50%2 chat sessions 7.5 mins 16 33%3 chat sessions 7.5 mins 24 100%4 chat sessions 7.5 mins 32 167%

Simple but very smart

• Integrated with a single Knowledgebase Consistency and lower cost or maintenance across all

channels Right first time answers

• Leverage advanced Analytics & Behavioural Targeting tools See where and how to reach out in your buyer’s journey See where customers need support

• A/B testing for an agile customer interaction Constantly look to optimise performance Easily test different approaches and keep what’s best!

Key points to remember...

Any Questions?

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Thank you!

The No1 customer engagement platform for multichannel customer service