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David Price M anaging Director

Colonial Gifts. David Price M anaging Director . i florist.co.uk i activity.co.uk i hampers.co.uk c olonialwines.co.uk. iflorist.co.uk. Challenge: How to deal with customer services and customer contact globally? . Delivering flowers to 140 countries within 4hrs Multi language

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David Price M anaging Director

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  1. Colonial Gifts David PriceManaging Director iflorist.co.uk iactivity.co.uk ihampers.co.uk colonialwines.co.uk iflorist.co.uk

  2. Challenge:How to deal with customer services and customer contact globally? • Delivering flowers to 140 countries within 4hrs • Multi language • Multi currency • Multi time zones iflorist.co.uk

  3. The web side of things: • Screen grab of iflorist site iflorist.co.uk

  4. Behind the scenes: iflorist.co.uk

  5. The cost of a call? • The actual cost in operating a call centre to receive calls can be more than the CPA • In real terms typically £10 per order • How many lines do you need at peak? • How many customers can one operator deal with at a time • How do communicate in French ? (text translators are great) iflorist.co.uk

  6. What’s the big deal? • Peak trading times, 10 orders per minute • High customer expectations for delivery • 6000 local dispatch points, with 1400 UK florists to communicate with • 400 emails a day to respond to • Customer SLA of under 1hr iflorist.co.uk

  7. How to manage orders profitably? • With a typical delivery by courier of 96% first time, 4% of customers will need assistance... • 1st contact resolution, customer intelligence • Turn every problem into an opportunity • Don’t waste CPA with bad customer service iflorist.co.uk

  8. What is going on? • Order management integration • Accountability and reporting • Customer interaction • Houston we have a problem!!!! iflorist.co.uk

  9. Increase conversion • Increase conversion by 2% and half CPA • Let customers tell you what they want in real time • Be responsive and sell. • Turn your website from technology to personal interaction • Enable offshore contact centre ‘Live Salesman’ iflorist.co.uk

  10. How do you scale? • When the orders come flying in ‘fantastic’ • When the customers need help ‘Live Person’ is as important as having a good web host or web site! • Live Person is responsible for converting our web site into a profitable business. • 240 orders per hour means:12 Customer services cases or call backs per hour , or 288 cases a day! iflorist.co.uk

  11. Don’t keep up - surpass • If you stand still you will fail • If you don’t look after your customers they won’t look after you • If you don’t understand how customers buy, you will never sell them anything • Taking the order is the easy bit, delivery and support is what makes a business.... iflorist.co.uk

  12. The effect Live Person has had: iflorist • Enabled us to grow at 100% month on month • Dispatch over a million flowers • Interact with our 6,000 suppliers & 400,000 customers. • Operate on a global scale with ease • Become profitable.... iflorist.co.uk

  13. Don’t Forget Mother’s Day • The rest of the world celebrates mothers day on May 11th (inc USA) • We also found out that May 5th is Mothers day in Hungary (a live chat customer told us) • Who would send white flowers in India (a live chat customer told us, that you just would not!) • I want to spend £200 on flowers, but I can’t find any???? iflorist.co.uk

  14. How do you manage things 24 / 7 • Off shore contact centre ‘livesalesman.co.uk ‘ • Extension to business • Operate all back office functions • Runs the business day and night • Cost effective guardian of our business

  15. A bit of flower power...

  16. Colonial Gifts David PriceManaging Director iflorist.co.uk iactivity.co.uk ihampers.co.uk colonialwines.co.uk iflorist.co.uk

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