oxs15 | extend your hosting business value: how to deliver voice simply and profitably
TRANSCRIPT
Extend your hosting business value: How to deliver voice simply and profitably
October 8th 2015
Greg Mason, CCO Summa Berend van Dalfzen, CCO Yourhosting & Resello
Hosting dilemma #1
“With margins under pressure how to offer voice without the support headache?”
Pressure on margins
Upsell with Voice Difficult to integrate
option BUT
What about chat & video? Users expect more Standardise
Solution #1
“We made Voice simple for you”
SaaS product Web communication
technology
Embedded or as a pop-up
Click-to-dial webphone to embed in any webform
Solution #2
“New revenue model possible with call bundles”
Route user contact to your fixed or mobile
number
Customer chooses own call bundle (low
entry)
High retail margin on call bundle (>
40%)
Automated upsells in one click -
also for future functionalities
Usage metrics - better understand your
customer
Benefits
“We help individuals and organizations to achieve online success”
Berend van Dalfzen, CCO
International National
The role of click to call in business success Google / Ipsos study
23%
Lower
shopping cart abandonment
rate
10%
Growth of average order
value 20%
More customers on
the phone
0,7 (8,5)
Higher mark customer
satisfaction
First test results A / B testing
Enable customer interaction Increase sales
Turning website visitors into calling customers
Hosting dilemma #2
“Is customer service only a cost of sale?”
Solution
“Transform customer support into business”
Some data about customers experience with customer support…
Companies are still inviting customers to leave by failing to improve first-contact resolution - Of the customers who switched to another provider due to poor service, more than 80% said they could have been retained if their issue had been solved on their first contact with the company Customers’ service expectations are rising faster than companies are willing to adapt – The percentage of consumers switching due to poor service has decreased only sightly since 2007, while the percentage of customers frustrated with providers for inefficient and slow customer service and lack of interaction convenience have remained consistent since 2007 Accenture Global Consumer Pulse 2014
More than two-thirds of 2,000 consumers who encountered a customer service/customer experience issue on a brand’s website left the site or visited a competitor 2014 IBM Digital Customer Experience Report
Ultimate vision – Integration with OX App Suite
• Recognize users
• No termination costs
Use technology to make interactive contact with your customers easy
• Free calls for end users • Maximum availability • Customer is in control on how
they want to contact and what they need
Thank you www.addsumma.com
@addsumma