The document discusses strategies for humanizing the online customer experience. It notes that customers are increasingly spending online and preferring digital communication channels over phone calls. Live chat is presented as an important way for businesses to engage customers online, as it allows them to handle multiple conversations simultaneously unlike phone calls. Case studies show that implementing live chat can reduce costs while improving customer service, leading to increased sales and reduced abandonment rates. The document advocates using chat to replicate the personalized in-store experience online.
24. customer engagement is evolving
Phone is a dying engagement channel
Today’s youth aren’t talking and we are still listening
Seniors 75% 3% 9% 6% 3%5%
Baby Boomers 56% 9% 15% 4% 14% 3%
Phone
Email Gen-X 43% 13% 28% 3% 12% 2%
Web self-service
Web Chat Gen-Y 45% 12% 15% 4% 23% 3%
Web search
Peers
New Silent Gen 16% 8% 22% 26% 22% 16%
23
25. customer engagement is evolving
Phone is a dying engagement channel
Today’s youth aren’t talking and we are still listening
Seniors 75% 3% 9% 6% 3%5%
Baby Boomers 56% 9% 15% 4% 14% 3%
Phone
Email Gen-X 43% 13% 28% 3% 12% 2%
Web self-service
Web Chat Gen-Y 45% 12% 15% 4% 23% 3%
Web search
Peers
New Silent Gen 16% 8% 22% 26% 22% 16%
24
26. customer engagement is evolving
Phone is a dying engagement channel
Today’s youth aren’t talking and we are still listening
Seniors 75% 3% 9% 6% 3%5%
Baby Boomers 56% 9% 15% 4% 14% 3%
Phone
Email Gen-X 43% 13% 28% 3% 12% 2%
Web self-service
Web Chat Gen-Y 45% 12% 15% 4% 23% 3%
Web search
Peers
New Silent Gen 16% 8% 22% 26% 22% 16%
25
27. customer engagement is evolving
Phone is a dying engagement channel
Today’s youth aren’t talking and we are still listening
Seniors 75% 3% 9% 6% 3%5%
Baby Boomers 56% 9% 15% 4% 14% 3%
Phone
Email Gen-X 43% 13% 28% 3% 12% 2%
Web self-service
Web Chat Gen-Y 45% 12% 15% 4% 23% 3%
Web search
Peers
New Silent Gen 16% 8% 22% 26% 22% 16%
26
28. Customers preferred engagement channel
70% 68%
60%
54%
50%
40%
30%
23%
21%
20% 18%
12%
10% 3%
2%
0%
Email Telephone Live Chat Social media
US Europe Australia
29. Customers preferred engagement channel
70% 68%
60%
50%
40% 35%
33%
30% 27%
20% 18%
12%
10%
5% 3%
0%
Email Telephone Live Chat Social media
US Europe Australia
35. The danger of chat
90% of successful
Decrease in Produces MORE
chats with
Efficiency calls, not less
Live Agents
36. Business value - Efficiency
A phone operator can
only handle one call
35
37. Business value - Efficiency
Average chat rep can handle
3 chats simultaneous
36
38. Business value - Efficiency
Skilled chat rep can handle
6-10 chats simultaneous
37
39. Case Study
INDUSTRY: Gaming/Telecommunications
Why Online Chat?
Reduced costs Service response time
24 hours
25% to
12 minutes
40. Business value – Increased Revenue
believe chat is more
efficient than email 86%
74% believe chat is more
efficient than phone
39
50% reduction in
abandonment rates
41. Case Study
INDUSTRY: Financial Services
Why Online Chat?
Leads generated “credit specialists can
now work with several
56% clients at once, slashing
Sales increase response time to
seconds from hours.”
22%
43. Case Study – Dreams Retail
INDUSTRY: Retail
Why Online Chat?
“we communicate with customers as they
shop, equivalent to being helped in person
in a brick and mortar store.”
Kevin Bates
President, e-Commerce & Retail Divisions
44. Case Study
INDUSTRY: Apparel/Online Retail
Why Online Chat?
“BoldChat is enabling us to provide more
detailed information consumers need in a
very concise and customised matter.”