Mobile phone payment for e- commerce Supervisor Dr Robert Goodwin.
How to increase sales in e-commerce through phone support
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Transcript of How to increase sales in e-commerce through phone support
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“Average monthly salary for the position of telephone consultant
is 700 Euros”
Source: “Ogólnopolskie Badanie Wynagrodzeń”, survey carried out on a representative sample of 1085 telephone consultants working in phone support, last updated: January 2016. Link to the study: http://wynagrodzenia.pl/moja-placa/ile-zarabia-
konsultant-telefoniczny-wdziale-obslugi-klienta
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“Over 64% of visits end with shopping cart abandonment”
Source:Report “E-commerce w Polsce 2016”, Gemius for e-Commerce Polska, link to the survey: https://www.gemius.pl/files/reports/E-commerce-w-Polsce-2015.pdf .
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And what do we offer?
1A 10% Discount?2 3 4Newsletter
Subscription? 15 EUR Voucher?
Free Shipping?
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“Are you sure that your potential customer abandons his shopping cart
because he wants to receive a voucher?”
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And what do we offer?
Add your contact number to your checkout
Add an Exit Popup with an offer of phone support
Source of the first photo: Zalando, link to the website: https://www.zalando.pl/welcomenoaccount/true
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Why don’t we receive phone calls
from our customers?
• mistakes in your phone number• invalid phone number on your website/in social
media• you don’t call your customers back
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Tip # 4Optimize your contact
forms
Contact purpose
PhoneName
City
Zip Code
Shoe size
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Results of the research study
Source: Real estate market survey carried out by CallPage sp. z o.o.. Link to the survey: http://nowymarketing.pl/a/9656,obsluga-klienta-to-nowy-marketing-jak-to-wykorzystuje-branza-nieruchomosci
19% of companies called back within 60 minutes
35% of companies called back within one day
46% of companies never called back
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Which data are worth collecting?
• average value of a shopping cart (phone call vs website)
• the number of phone calls per month• conversion after a phone call (vs conversion
without a phone call)• sources of phone calls (from which subpage)• recordings of phone calls• number of call attempts after your working hours
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How can you surprise your customers?
By knowing why they call
2With friendly service
3 By quickly answering the
call
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Ross KnapCEO & Co-Founder @ CallPage
Thank you for your attention!
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