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1 Klick2Contact EU Ltd
Registered In England: 7553916
www.Klick2Contact.com
66% of consumers do not apply for financial services online, for example, because they prefer to apply in person or over the phone, while 52% want human assistance to validate their decision.
Getting More Financial Services Shoppers to Apply Online Forrester Research, Inc., September 2008.
The data proves it. Todays increasingly crowded e-commerce highway is littered with abandoned shopping carts, online forms, travel itineraries, insurance quotes, and financial services applications. According to Marketing Sherpa, consumers abandon nearly 60% of all online transactions before they hit submit. For businesses serious about selling online, each abandoned transaction reduces revenue, increases acquisition costs, and most importantly, represents a lost opportunity to secure a long-term, loyal customer. There are countless reasons why customers abandon a site once theyve started the transaction process. In some cases they may not feel they have all the information they need to answer their questions and make a purchase decision. In others they may have concerns about the security of personal information. And sometimes, especially with the most costly and complex transactions, customers just feel better taking the final steps with the comfort of some human assistance. For companies looking to maximize their online sales opportunity, live interaction with contact centre agents is now a must have, not just a nice to have. With near ubiquitous internet access, a smartphone or netbook in every pocket or bag, and a never-ending expansion of online choices, it is increasingly easy to window-shop online.
2 Klick2Contact EU Ltd
Registered In England: 7553916
www.Klick2Contact.com
Comparing functionality
Because voice and chat share similarities, some companies feel one or the other is sufficient to address all their visitors needs. Offering both services may appear to be a redundant expense for solving the same business goals. A recent article from a world leading technology provider noted that, whilst online chat and live voice services are sometimes equated, they serve different business goals. A growing number of successful online businesses across a range of industries are discovering that voice vs. chat isnt an either/or decision. These e-commerce leaders recognise that combining live voice AND text chat services - offered selectively, proactively, and in an integrated manner to the right customers at the right time - maximises online sales and profits whilst boosting customer satisfaction and retention to new levels.
We added both voice and chat to help us take more reservations from the traffic on our new site. Whether people use Call Back or Chat, our goal is to ask them how we can assist in making a reservation. People who choose chat usually are looking for the answer to a specific question about the hotel, something they cant find on the website. Those choosing Click to Call are generally ready to make a reservation with us at that moment. Each helps move someone to that point of purchase in a different way.
Red Lion Hotels
In addition to addressing different types of sales and service interactions, chat and voice functions appeal to different customer audiences. Technology Research company, Gartner Inc. has seen that 8-10% of chat sessions are initiated by a new audience that has never engaged with a company before. Independent research shows that website visitors may use different online help services based on their demographics. Older customers are shown to be more comfortable with voice-based services, whereas younger customers tend to prefer chat. Other buyers, regardless of demographic, may prefer a text chat in the early phase of a purchase with perhaps a single question on product details, whereas a call may be preferred when ready to buy but have encountered an error or need to ask a complicated question. For businesses with a simple sales process, such as a shoe retailer, chat can be a low-cost solution to handle common questions. Providing assistance with chat addresses customer needs and helps convert the sale, but allows agents to handle multiple sessions at once. For complex sales, however, such as insurance companies or high-end retailers, the cost of calls is justified to secure high-profit sales and keep valuable customers satisfied. According to Gartner, web chats are only more cost-effective than voice calls when an agent can handle three or more chats at a time. Due to the perceived increase in contact centre costs, some e-business and contact centre decision makers opt for voice help solutions only for sales situations, where the incremental lift of converting an online sale outweighs the cost of the phone call. Conversely, chat, with its perceived low cost, may be deployed only for service-oriented help and offered only to known customers. With todays innovative live help solutions, these assumptions no longer apply.
3 Klick2Contact EU Ltd
Registered In England: 7553916
www.Klick2Contact.com
Conclusion In order to gain competitive advantage and effectively capture the potential of online commerce, businesses must implement strategies that integrate with existing sales and customer service channels, and recognize the unique characteristics of the online experience. Klick2Contacts scalable, cloud-based help solutions bridge the gap between the online convenience of self-service and the personal assistance of the high street. Optimising the online experience to meet the unique needs of different customers is shown to significantly increase conversions, order size, and customer retention. Scalable communications - escalating chat sessions to calls, voice, video and co-browsing - mitigates time and cost spent on lower value consumers by assisting them through basic chat sessions, whilst also enabling companies to target high value consumers with a free, instant call-back. Together, they can help your business offer a more satisfying and successful customer experience and help you close more sales. Representation of the effects of scalable communications services on revenue and costs:
Klick2Contact offers the most innovative real-time live help services on the market today. We provide you with the ability to seamlessly escalate customers through levels of communication. Advanced, cloud-based services such as Klick2Chat, Klick2Call-Back, Klick2Co-Browse, Klick2VOIP and Klick2Video are the next logical step in e-commerce business. Visit us at www.klick2contact.com and see how world leading organisations are realising their true online potential.
5 Klick2Contact EU Ltd
Registered In England: 7553916
www.Klick2Contact.com