oxs15 | greg mason - extend your hosting business value: how to deliver voice simply and profitably
Post on 21-Jan-2017
93 Views
Preview:
TRANSCRIPT
Extend your hosting business value: How to deliver voice simply and profitably
October 8th 2015
Greg Mason, CCO Summa Berend van Dalfzen, CCO Yourhosting & Resello
Pressure on margins
Upsell with Voice Difficult to integrate
option BUT
What about chat & video? Users expect more Standardise
SaaS product Web communication
technology
Embedded or as a pop-up
Click-to-dial webphone to embed in any webform
Route user contact to your fixed or mobile
number
Customer chooses own call bundle (low
entry)
High retail margin on call bundle (>
40%)
Automated upsells in one click -
also for future functionalities
Usage metrics - better understand your
customer
Benefits
23%
Lower
shopping cart abandonment
rate
10%
Growth of average order
value 20%
More customers on
the phone
0,7 (8,5)
Higher mark customer
satisfaction
First test results A / B testing
Some data about customers experience with customer support…
Companies are still inviting customers to leave by failing to improve first-contact resolution - Of the customers who switched to another provider due to poor service, more than 80% said they could have been retained if their issue had been solved on their first contact with the company Customers’ service expectations are rising faster than companies are willing to adapt – The percentage of consumers switching due to poor service has decreased only sightly since 2007, while the percentage of customers frustrated with providers for inefficient and slow customer service and lack of interaction convenience have remained consistent since 2007 Accenture Global Consumer Pulse 2014
More than two-thirds of 2,000 consumers who encountered a customer service/customer experience issue on a brand’s website left the site or visited a competitor 2014 IBM Digital Customer Experience Report
Use technology to make interactive contact with your customers easy
• Free calls for end users • Maximum availability • Customer is in control on how
they want to contact and what they need
top related