Web chat can make the difference between a sale and a lost customer - with proactive chat delivering a 105% return on investment and a 19% increase in Average Order Value, businesses today cannot afford to ignore this competitive advantage. This presentation will show you how to: - Use proactive web chat to reduce order abandonment and improve customer experience - Unlock revenue for your business using real-time web analytics and customer behavioural data - Build your business case for Chat using Eptica’s ‘Impact of Deploying Web Chat’ Return on Investment model

1. How to unlock revenue
for your business with
Proactive Web Chat
Eptica. Transforming customer engagement for a multichannel world
Paul Barnes, VP Operations, Eptica

2. Agenda
• Why Web Chat is now essential for online success
• About Eptica
• How to grow business revenue with Web Chat
• Efficiency benefits
• Key points to remember

3. How can I help you?
• 60% of Web visitors
abandon online
transactions…
• … but 4 out of 5 say
they would have
finalised with direct
help…
Bring the right help, at the
right time

4. Key facts and figures
Deliver 105% ROI
Boost your sales by 80%
Increase your AOV by 19%
Proactive Web Chat unlocks revenue
for every business...
Source: Forrester

5. Increase Sales and deliver high ROI
*Source: Forrester
Proactive Web Chat delivers 105% ROI,
Reactive Web Chat delivers only 15% ROI*
 Increases upselling opportunities
 Reduces shopping cart abandonment
 Removes roadblocks in customer
journey using Co-browsing or Assisted
Form Filling
 Improves customer satisfaction
44% of people say having
their questions answered
live, while making a
purchase is one of the
most important features
a website an offer
Source: Forrester

6. Reduce Customer Effort
*Source: Forrester
Customer satisfaction scores for web
chat are on average 10 points higher
than for the telephone channel*
 Increased First Contact Resolution
 Ability to communicate complex
information, guide the
customer, co-browse or share
documents
 Improves customer satisfaction –
customers value the
immediacy, simplicity and personal
service
 Improved loyalty
Half of digital consumers
now expect an instant
online response to their
queries, and 63% are
more likely to return to a
site that offers web chat
Source: eMarketer

7. Reduce Customer Service Costs
*Source: Gartner
** Source: Yankee Group
Web Chat can cut call volumes by 12%*
and increase agent productivity between
35-75%**
 Cut average interaction cost
 Improved First Contact Resolution
 Handling up to 5 chat sessions at one
time
75% of consumers
switch to other channels
when a website lets
them down – 35%
escalate to a company’s
telephone channel and
11% email
Source: Forrester

8. New! Eptica Chat 2.0
Discuss with your
customers online
in real time!
• REAL multichannel
customer interaction
• Multi-session text chat
• Screen sharing and co-
browsing
• Integrated with the Eptica
Knowledgebase
• Cloud Architecture

9. Global provider of
multichannel
customer interaction
software
• Based in UK, France,
Spain, Singapore
• Available in 26 languages
• Gartner Web Customer
Service Magic Quadrant

10. Eptica: a world-wide success
• Retail
• Banking
• Insurance
• Travel
• Public Sector
• Outsourcers
Specialist in:

11. How to grow revenue with Web Chat
1. Be proactive for 10x more conversions
2. Turn pain into profit
3. Arm your agents with the right information
4. Build engagement
5. Be ready to chat on mobile
6. Integrate with other channels
7. Integrate with ecommerce & CRM systems

12. 1. Be proactive for 10x more conversions
Proactive web chat sessions
are activated at key points
on the customer journey...
• Proactive outreach
• Assisted form filling
• Google search
• Visit time
• Number of visited pages
• Engagement attempt limits
• Customisation
On your website, chat
takes the place of a
salesperson in a
physical shop

13. 1. Assisted form filling
Help your customers when they make a
mistake in a form field.

14. Turn pain points into profits
Leverage advanced analytics and
behavioural targeting tools to better
understand your customers
INTEGRATED A/B TESTING
enables you to continuously
optimise conversion by easily
comparing the results of different
rules of Engagement to find out
which approach performs best for
Increasing conversion and
decreasing drop-out rates.

15. Arm your agents with the right information
Improves the efficiency with an integrated
self-learning multichannel knowledgebase
• Access to consistent
information = same for all
channels
• Provide fast, right-first-time
answers to your customers’
questions
• Reduce agents training
time

16. Arm your agents with the right information
Smart Search enables you to provide
lighting fast answers to your
customers’ questions

17. Build engagement
Web Chat enables you to engage
and deliver personal service on
the web channel
• Train agents to build a
rapport with the customer
• Focus on asking qualifying
questions
• Let agents to take control
of the dialogue
50/50
Aim to make chat sessions a
50/50 balance of scripted
responses from your web chat
knowledgebase with personal
responses from the agent
themselves.

18. Be ready to chat on mobile
Sales through mobile devices
is forecast to grow to 25% by
2017*
• Develop a mobile chat
strategy and embrace this
new channel
*Source: eMarketer

19. Integrate with other channels
*Source: eMarketer
Deploy chat as part of
an integrated
multichannel
solution, built around a
single knowledgebase
to deliver a joined-up,
efficient experience.

20. Integrate with ecommerce & CRM systems
Gaining a 360 degree view of your
customers is vital to business success.

21. Efficiency benefits
Example 1:- Average Chat session 30% longer than phone conversation
Average Duration Contacts/hr % increase
Voice Call 5 mins 12
1 chat session 7 mins 9 -30%
2 chat sessions 7 mins 18 54%
3 chat sessions 7 mins 27 131%
4 chat sessions 7 mins 36 203%
Example 2:- Average Chat session 50% longer than phone conversation
Average Duration Contacts/hr % increase
Voice Call 5 mins 12
1 chat session 7.5 mins 8 -50%
2 chat sessions 7.5 mins 16 33%
3 chat sessions 7.5 mins 24 100%
4 chat sessions 7.5 mins 32 167%

22. Simple but very smart
• Integrated with a single Knowledgebase
 Consistency and lower cost or maintenance across all channels
 Right first time answers
• Leverage advanced Analytics & Behavioural Targeting tools
 See where and how to reach out in your buyer’s journey
 See where customers need support
• A/B testing for an agile customer interaction
 Constantly look to optimise performance
 Easily test different approaches and keep what’s best!
Key points to remember...

23. Any Questions?

24. www.eptica.com
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twitter.com/EpticaUK
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Thank you!
The No1 customer engagement platform for multichannel customer service