Download - Conference iAdvize salon e-commerce 2014
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Guillaume Mezard -
Directeur Clients
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Edouard Steinert -
Responsable Support SRC
Europe
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Gary Anssens -
CEO
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Pourquoi avoir mis en place une solution de Click to Chat ?
…
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Proposer un nouveau
canal afin d’augmenter
les ventes et réduire le
coût de traitement des
contacts avant vente
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Améliorer la
transformation du canal
web en optimisant la
satisfaction client, via un
projet associant le service
client et le service web
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Conseiller des passionnés
sur des problématiques
techniques nécessitant
une expertise
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…
Quelles sont les performances de traitement observées ?
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78%
de taux d’occupation
22 %
78 %
6 contacts / heure
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10:00 DMT / Contact
12 contacts / heure / conseiller
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4:45 DMT / Contact
41s de délais de réponse
1200/j
250/j
400/j
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…
Quelles types de questions vous posent vos visiteurs par chat ?
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23% des visiteurs assistés pour des questions techniques sont convertis en fin d’échange.
60% des
échanges
concernent des
demandes d’aides
techniques
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31 %
69 %proactif
réactif
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100% des questions
concernent l’ avant vente.
Proposé sur offres et
tarifs et le processus
d’ouverture
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…
Quels indicateurs suivez-vous au quotidien ?
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Contacts par heure
CA généré
Satisfaction client
Taux de conversion
Taux de conversion
vs Web
Taux de conversion
vs Groupe Témoin
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…
Quels sont les résultats observés ?
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le Click to Chat est le 2ème canal de contact
n°2converti à19%
1300
7000contacts
+
leads / mois=
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91% de visiteurs satisfaits après un échange
de ventes incrémentales72%
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d’augmentation du panier moyen des visiteurs assistés
x225%
de taux de conversion 94% de visiteurs satisfaits après un échange
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