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Ecommerce + Live Support

The power of eCommerce & Live Support eCommerce Live Support An opportunity to exploit The impact of both eCommerce and Customer Support is going to grow in the upcoming years. Companies that will master the combination of the two will be the ones standing up from the crowd. Expansion of the eCommerce Industry increases the competition 2012 In 2012 for the first time B2C e-commerce sales grew 21.1% to top $1 trillion' Online retailing will grow at an average of 15% per year in the 2013-2018 period? B2C e-commerce sales grew + 21.1% $1 trl Customers care about multiple aspetcts %3D Product Quality (88%) & Customer Service (72%) are the two top reasons (third is price) for customers loyalty to a brand 88% 72% customers loyalty to a brand .but support is often overlooked 85% of customers would pay for a superior customer service EO 25x more Various preferences Consumers have different preferences about contact channels: 57% 34% > 7% LIVE CHAT CLICK2CALL LIVE VIDEO CHAT a multichannel strategy is the answer Live Help, including Click-to-Call and Click-to-Chat, is among consumers' top three choices for support (after in-person support and calling a toll-free number) A small addition makes a huge difference An unattended e-commerce site is a de-humanized store front Providing Live Support creates the warm, fuzzy feeling of human interaction < VS > de-humanized store front fuzzy feeling of human interaction Happier customers buy more Customers that interact via Vivocha convert into paying 25x customers 25x more than self service customers more Nicola Lanzetta, Senior Vice President ENEL (2nd largest Utility in Europe) 25x more more to come... www.vivocha.com/infographics About Vivocha Sources vivocha 'www.emarketer.com Vivocha provides an Online Customer Interaction platform that enables businesses to communicate with prospects and customers right on the website, using any combination of Chat, VolP, CallBacks, and Video zwww.marketline.com 3www.zendesk.com 4www.zendesk.com more to come... 5Loudhouse 2013 IlI

Ecommerce + Live Support

shared by Vivocha on May 30
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eCommerce is a growing reality and, as the number of people buying online increases, the necessity of providing good customer support to online shoppers is more and more a strategic issue. With the...

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