do you dream up presentation_ english

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Do You Dream Up – Présentation 2015Do You Dream Up - Presentation

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DIGITAL REVOLUTIONUltra-connected users

On any device

Everywhere (house, transport,

work, shops...)

All day long

Interact with brands

through the digital channel

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DIGITAL REVOLUTION

Immediate answers to questions

24/7

From any device: web, mobile

Self service toolsIn a recent study of US online consumers,

55% said that they would likely abandon their

online purchase if they could not find quick

answers to their questions*

Users’ expectations

* Source : 2014 Forrester study

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DIGITALISE YOUR CUSTOMER RELATIONSHIP

INTERACT

with customers

24/7

CONTROL

quality of

responses

ENHANCE

customers knowledge

and better serve them

MODERNISE your image

and offer enriched user

experience

MONITOR

user

satisfaction

REDUCE

costs

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WHAT IS IT USED FOR?

Intranet/extranet Customer support E-commerce Administration

WWW

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FOR WHAT PURPOSES?

DELIVER information on products, services

COMPARE products, services

SUPPORT users in complex stages

SUGGEST products, offers and services

SELL higher product’s range

INFORM about customer account

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DO YOU DREAM UPCustomer relationship and helpdesk software publisher

Company formed in 2009

5 years of R&D

SaaS

DO YOU DREAM UPParis

DO YOU DREAM UPBordeaux

DO YOU DREAM UPLondon

Multilingual

Multidevice

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SOLUTIONS

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MULTICHANNEL SOLUTIONS

Consistent experience on all channels

Mobile is inevitable

UX adapted to the device: simplified

ergonomics on smartphones

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MAPPINGGlobal cost +

Global cost -

Autonomy Human interactions

Video Chat

Live Chat

Automatic chat

Dynamic FAQ

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Can be coupled with live chat

AUTOMATIC CHATEnhance customer experience on the digital channel

responses to all basic questtions

24/7

chatbox

REAL-TIME

AVAILABLE

USER-FRIENDLY

• Intuitive back office

• Enriched knowledge base along the way

• Knowledge validation workflow

• Statistics

91%of customers say they would use an

online knowledge base if it met

their needs (Zendesk)

>300conversations conducted in parallel

with our customers

>1 000Different business answers on

average for each customer

+90%responses

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Can be coupled with live chat

DYNAMIC FAQFacilitate the search for information on your website

box with auto-completion

responses to basic questions

24/7

SEARCH

REAL-TIME

AVAILABLE

• Intuitive and collaborative back office

• Enriched knowledge base along the way

• Knowledge validation workflow

• SEO improvement

• Measure customer satisfaction

+90%responses

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• Supervision

• KPI

Triggering behavioural targeting

Multiple targeting rules

Predefined responses : speech homogenisation

Queue management

Co-browsing : share screen between advisors and web users

Single chatbox for automatic chat and live chat

Can be coupled with

automatic chat, CRM and

ticketing system

LIVE CHATYour advisors provide real-time responses to your web users

+80%customer satisfaction

+20%conversion rate

+30%average basket increase

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RECURRING QUESTIONS, BASIC

COMPLEX QUESTIONS

Customer-operator live chat, customer

history and navigation, co-browsing,

knowledge base access

Self-service, automated responses, 24/7,

90% of responses

Auto chat / Dynamic FAQ

COUPLED SOLUTION

Escalate in live chat if question is not

understood

Live chat for predefined topicsLive chat

THE RIGHT TOOL ACCORDING TO THE CONTEXT

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SERVICESA full service offering

CONSULTING & STRATEGY

Preliminary study

Objectives and KPI

definition

TRAINING

Requirements

Supervisors and agents

training

PROJECT MANAGEMENT

Build knowledge base

Set up targeting rules

USER EXPERIENCE

Chat box and FAQ design

FOLLOW-UP AND EVOLUTIONS

Support

Quarterly audit

Knowledge base evolution

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PARTNERS

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CLIENTS

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CUSTOMER FEEDBACKK.P.I

ABANDONMENT

rate decrease

-50%

TRANSFORMATION

rate enhancement

20%

AVERAGE shopping

cart increase

30%

INCOMING e-mail

and phone contacts decrease

-30% >1 000different business answers

on average for each customer

+90%of answers given

>300conversations conducted in parallel

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CONTACT

PAULIN JOUANINAccount manager - UK

pjouanin@doyoudreamup.com

Tel. +44 (0)20 7092 6674

Mob. +44 (0)74 1565 7677

www.doyoudreamup.com/en