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Making Contact With Your Customers

Making Contact With Your Customers. Who are Klick2Contact ?. Highly experienced telecommunications professionals Backed by major European investment group Innovative , proven technology Dedicated Technical development department The future of e-commerce. DID YOU KNOW?

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Making Contact With Your Customers

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  1. Making Contact With Your Customers

  2. Who are Klick2Contact? • Highly experiencedtelecommunications professionals • Backed by major European investment group • Innovative, proven technology • Dedicated Technical development department • The future of e-commerce

  3. DID YOU KNOW? • “There were 2 billion internet users at the end of 2010” • Source: Internet world stats The Market • 475m internet users in the EU • 445% growth in 10 years • E-commerce to grow to 0.75 trillion Euros in 3 years

  4. Market Research • Consumers prefer live help (click to call and click to chat) over other online customer service options** • 77% of European consumers ranked click to call as ‘useful to extremely useful’ ** • ** Forrester *Forrester Research Inc. **Independent Research

  5. DID YOU KNOW? “Over 66% of all shopping carts are abandoned for service related issues” Source: Forrester Research Why use Klick2Contact? • Up to 97% of potential customers abandon web purchases during the online buying process • Klick2Contactmaximises the potential of your existing visitors– reducing common abandonment causes • Differentiates your standard of customer service from your competitors • Providesthe missing link between customer and customer service agent

  6. DID YOU KNOW? “Online customer service improves the chance of ecommerce by 40 -60%” Source: USA Today What does Klick2Contactdo? • Claimsthe customer’s attention at the point of decision • Increases conversions of unique visitors into paying customers • Provides personal, informed contact that customers want • Facilitates completion of sales that may otherwise have been abandoned - for example; following payment failure due to customer error.

  7. How Klick2Contact delivers • Hosted service provision means you receive all of the benefit with none of the hassle • Customer Premises option available too • Intuitive call-back notification acts according to your specification - timing, errors, page views & product details • Facilitating real conversions - Instantly connects you to your customers via landline and/or mobile, live web-chat or co-browse, interacting at the consumers point of interest.

  8. Benefits • Klick2Contactis delivered over our managed network from the second a customer clicks Klick2Contact routes the call/chat providing end to end service. • Quick and easy to deploy • Free to implement • Works across any carrier network, over the internet, broadband, telephone and/or wireless protocols and to any device - computers, mobile phones, landlines, tablets, PDA’s..

  9. Customer Journey – Klick2Call Back

  10. Klick2Call-Back Call Centre ACD System K2C call established

  11. Agents Desktop

  12. Customer has requested chat session Enters details and waits for agent Klick2Chat Chat request icon appears as a pc screen While in chat session, customer can select a call back session via webphone

  13. Klick2Co-Browse Link appears on customer’s chat page URL link entered here Additional text can be added here

  14. Managing Klick2Contact • The service is fully web based • Fully flexible - Customisable administrator and agent tools • Accessible 24 hours a day • Totally secure and password protected

  15. Statistics • Existing multinational client – 6 weeks of trial service provision saw: • 25% of customers requesting call back are purchasing products • Just under 20K Euros of additional sales to date • Zero cannibalisation of self serve customers • Optimisation currently under way • Customer now looking to expand service across all sites (140 sites 19 countries)

  16. Some Enhancements - 2011 • Mobile - The full service available on Apple, Android phones and tablets • Collaboration - The ability for your agent to actually fill in the customers order for them • Automated/Artificialhelp – for out of hours service the ability to answer questions and provide help with a virtual assistant • Behavioural Analytics & Prospect Selection– the ability to know more about the customer, his previous activity on the site and therefore supply better and more focused help • Back Office reports– more detail, more flexibility and more options to help the client get the best from the service • Integration– the ability to seamlessly integrate with existing sales software ( such as SalesForce) to help sales and stats

  17. Summary • K2C is innovative, totally flexible, scalable and tested • No-cost install option for the customer (unique) • Customer research shows an appetite for K2C type technology for both call and chat • Klick2Chat Plus offers much more than just Istant Messaging type chat • Quick to deploy • Company pays ONLY when they speak to a potential customer • Makes the best use of all current visitors • Many more innovations to come

  18. Making Contact with your Customers

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