Increasing website conversion by humanizing the e-commerce experience

11
Increasing website conversion by humanizing the e-commerce experience…

description

vee24 shows you why engaging live with your customer using textchat and videochat,makes sense. Retail Customers report the same conversion rates as through their bricks & mortar channel when engaging customers.

Transcript of Increasing website conversion by humanizing the e-commerce experience

Page 1: Increasing website conversion by humanizing the e-commerce experience

Increasing website conversionby humanizing

the e-commerce experience…

Page 2: Increasing website conversion by humanizing the e-commerce experience

(E-)Commerce is all about closing the sale...

Online conversion rates are typically very low in comparison to the conversion rates that are enjoyed in a physical store.

Could this be because in our stores there are people there to help and serve?

1% to 3% 20% to 30%

Page 3: Increasing website conversion by humanizing the e-commerce experience

(E-)Commerce is all about customer loyalty...

Investing in first time buyers is expensive: SEO, Adwords...Average order value of return and repeat customers are 3x to 7x higher.Invest in your return customers by making them happy!Measuring Customer Satisfaction is key...Build a trusted relationship with your customers.

Real people can build a true personal and trusted relationship.

Page 4: Increasing website conversion by humanizing the e-commerce experience

Retailers have shop assistants to serve you in their physical storesInformation: “Where can I find the t-shirts?”Advice: “Do you have this shirt in one size smaller?”Inspiration. “Doesn’t this tie go well with that shirt you chose?”.Re-assurance: “You look very nice in that shirt”

Humanizing the e-commerce experience…

Vee24 allows retailers to add shop assistants to the webshop (=biggest shop), giving the same experience online, bringing you same conversion rates (+23%) and guaranteeing a high customer loyalty (NPS 75%+).

Page 5: Increasing website conversion by humanizing the e-commerce experience

Digital Customer Engagement On

Laptop/Desktop

Digital Customer Engagement On

Tablet

Live Demonstration

Digital Customer Engagement On Smartphone

Page 6: Increasing website conversion by humanizing the e-commerce experience

Vee24 products per customer journey

Customer Acquisition

VeeStudio

Products & Checkout

Technical SupportClick & Collect

Pre-Order

VeeKiosk

In-Store Personal Assistant Kiosk

VeeAssist

General CustomerQueries & FAQ’s

VeeChat

Customer Retention / VIP

Customer Services

Page 7: Increasing website conversion by humanizing the e-commerce experience

Selection of vee24 customers

Banking (DE)

Serviced Offices (F)

Telecommunications (UK and HU)

Furniture Retail (UK)

Automotive (DE)

Automotive (UK)

Fashion Retail (UK)

Automotive (DE/JP)

Finance(NL)

Travel (UK)

Power (UK)

Fashion Retail(NL)

Automotive (UK/DE)

Automotive (UK)

TV (NL)

Fashion Retail (UK)

Fashion Retail(UK)

Fashion Retail (BE)

Real Estate (BE)

Sports Retail (USA)

Page 8: Increasing website conversion by humanizing the e-commerce experience

Client Schuh Limited

Website www.Schuh.co.uk

Solution Live Video Chat & Text Chat

Period 2 Years

Objectives • Call deflection• Extend service offer – help customers • Make additional use of existing

resource• Conservatively experiment in a new

medium

Achievements • Conversion rates that equate to those of our bricks and mortar locations

• 10% increase in average order value• 78% Average NPS Score• Delivered a 16% Operating Profit in

Year 1• Turned customer service team into a

profit centre for the business

Case Study – schuh.co.uk

Page 9: Increasing website conversion by humanizing the e-commerce experience

So why e-retailers want vee24?

Average NPS scores 75%+ ensuring you grow return customers...

Average Order Values increase by up to 35%

Video Assisted users are over 4 times more likely to convert compared to unassisted website visitors...

Incremental Sales: DFS reported 29% of new sales via live help, were just browsing...

Page 10: Increasing website conversion by humanizing the e-commerce experience

Want to learn more?

• Visit our website at vee24.com

• Follow me on: be.linkedin.com/in/jangovaerts/

• Phone: +32 474 914 314

• Speak to anyone at M+

Page 11: Increasing website conversion by humanizing the e-commerce experience

T: +44 (0)1625 668 500 W: vee24.com E: [email protected]

Pinewood Court Tytherington Business Park Macclesfield Cheshire SK10 2XR UK

THANK YOU