2

The changing landscape in customer communication provides a unique opportunity to combine the assets of our outsource services division (call center and network) with our social media expertise (SocialStrategy1) to provide clients a best in class multi-faceted customer care and lead generation solution

Loyalty is now driven by a business’s interaction with it’s customer when & where the customer chooses to interact

Multichannel Customer Care

3

Customer Life Cycle

Prospect Need Identified

OnlineResearch

PurchaseDecision

Customer Care / Loyalty

BrandAdvocates

4

Internet Users of the World

5

79% of North

America is Online

World Internet Percentage Rates

6

Over 50% of US Internet Users Shop Online

• Last year, 167 million people in the U.S. made online purchases amounting to $200 billion in sales.

• Shopping cart abandonment rates normally average 72 percent.– Last year, shopping cart abandonment was at 70 percent.

• 2012 Black Friday – $1.04 Million in Online Sales– Online Sales Up 28% from 2011

• 2012 Cyber Monday– $1.47 Billion in Online Sales– Online Sales Up 17% from 2011

7

US Internet Users’ Expectations of E-Commerce Sites

22.7%

32.5%

40.9%

45.5%

48.2%

59.1%

66.7%

70.8%

76.5%

95.5%

Pricing/shipping information clearly stated

Looks credible and trustworthy

Product displayed on homepage

Visually appealing

Total cost calculator (shipping, tax, etc.)

Search function

Privacy statement

Onsite customer reviews/testimonials

Online customer service (live chat)

Links to social networks (Facebook, Twitter, etc.)

Source: Oneupweb, ‘Revolutionizing Website Design: The New Rules of Usability’,

Online Users Have High

Expectations

8

Shopping Cart Abandoners are Valuable

• Plan to conduct more online research before purchasing

• Online comparison shopping will become ever more commonplace

• 84% more likely to research online to ensure best price

• More likely to use voucher codes or look for them online

• Spending more online than those that do not abandon shopping carts

• Like to shop around before making a purchase

Source: Forrester Research

What this tells us is that visitors that abandoned shopping carts are very valuable: higher income customers that are more tech savvy, and use this knowledge to comparison shop and get better deals online.

9

Top 5 Causes for Shopping Cart Abandonment

1. Shipping and handling costs were too high - 44%

2. I was not ready to purchase the product - 41%

3. I wanted to compare prices on other sites - 27%

4. Product price was higher than I was willing to pay - 25%

5. Just wanted to save products in my cart for later consideration - 24%

10

Web Chat Services not only improve customer experience, it also helps improve shopping cart abandonment by answering

questions and providing peace of mind during the online experience.

Would you open a retail store with no sales clerks?

11

Chat Advantages

• Customer satisfaction higher than other channels

• 25% decrease in operational cost

• 90% + “Top 2 Box” CSAT

• 90% First contact resolution

• 20% increase in online sales

• Agent productivity double than phone

• Preferred contact method

Sales

Service

CHATClients leveraging web chat solutions realize higher or more advantages than phone channel

Chat Advantages

12

Chat interactions provide valuable insight to businesses to help improve marketing efforts, product development,

IT related challenges and existing business interactions.

• What obstacles are your customers experiencing?

• How are your customers and prospects responding to your promotional offers?

• Why are your customers not buying?

• What issues with service quality are your customers talking about?

• What are the primary customer objections (i.e. price, quality of the product, service experience)?

• What is the marketplace saying about your products and prices?

Quality Assurance and Data Analytics

13

Reasons for Customers to Chat – Before Purchase

Top Reasons Why Customers Chat

•Product Questions

•Shipping Questions

•Return Policy Questions

•Promotional Offer Questions

35%

Product Ques-tions

30%

Shipping Questions

15% Return Policy

Questions

20% Promotional Of-fer Questions

Answering questions before purchase increases online sales by

20% or more!

14

Reasons for Customers to Chat – After Purchase

36%

How do I track my order?

27%

Copy of my online receipt

6%Account in-formation

19%Delivery

policy

12%Return Policy

Top Reasons Why Customers Chat

•How do I track my order•Copy of my online receipt

•Delivery policy

•Return policy

•Account information

CSAT is higher and operational costs lower

with chat!

15

Chat Transcripts Provide CSAT & DSAT

CSAT81%

DSAT19%

Average % CSAT vs.. DSAT - MTD

37%Coaching within

Agent con-trol

26%Alerts within Agent

control

37%

Reasons out of

Agent con-trol

Drill Down on the Negative Surveys

Coaching

Improved beyond canned response

Improved in discovering customer needs

Improved in product knowledge

Alerts

More effectively answer customers’ questions

Go above and beyond assisting customers

Customer interaction savvy

Out of Agent control

Unavailability of the package that customer wants

Unable to resolve customer questions

Existing customer

Average MTD CSAT is at 81% and DSAT at 19%

16

Chat Strategy and Goals What business needs am I trying to address? Proactive vs.. Reactive chat? How will I define success?

Technology Selection Which chat technology meets our requirements?

Recruiting Implement internally or outsource? What characteristics make a good chat agent? (hint: they are very different than good voice

agents)Training

What is the most effective way to train new chat agents? Ongoing education and training?

Ongoing Operations How do I integrate my chat interactions into my quality program? How do I gather business intelligence from the chat interactions? How do I fix issues and continually improve?

Best-in-Class Performance Model

17

71% Prefer to initiate the contact for customer care

57% Very likely to abandon site if they cannot find a quick

answer

44% Feel having their questions answered by a real person is

very important while on website

27% Like having an instant message/online chat box appear

and ask if they need help with research or purchases

What Chatters are Saying…

18

Live Chat Can Extend Your Reach By:

Initiate Invitations Based on Rules or Behavior Metrics

Extending your hours and handling overflow

Providing sales and support service queues

Fulfilling the promise of the “platinum star service and Warranty”

Leads to higher customer satisfaction

Help attain business goals

Monitoring live website traffic

Customers that show higher propensity to make a “purchase” when

assisted

19

Proactive Chat Can Transform Business

Improve Customer Satisfaction Increase Average Order Value Reduce Abandonment Rate Lower Costs Build Relationships

Did you know… Among

500 surveyed retailers,

only 5% offered

proactive chat. 21%

plan to launch in next

12 months.

20

Poor Proactive Invitation Practices Can Annoy Customers

Avoid Annoyances By:Create a Clean Invitation

Easy to Decline Invitation

Unique Wording for Invite

Consider Images, Colors, and Design

Concerns with Proactive Chat

21

Strategies for Success Create strategic rules that trigger a chat at a point of need or abandonment

Set triggers for opportunities

Consider starting small

Make evaluation of business rules an ongoing process

Rules to Implement Proactive Chat

22

Customer Care & Reputation Management

Loyalty is Now Being Built When and Where the Customer Chooses

23

Over 1,000 certified chat agents deployed worldwide

Considered an expert in the chat space with over 12 million interactions each year

Both chat and a knowledge base solution allows for a customer to receive real time help or answers to their questions, as they navigate your website

US presence available 24/7

WHY EPIC?