Miranda HobbsUK Marketing Manager

Customer Service & Community Support, the perfect match!

Market trends

Gartner predicted that « through 2015, the dominant themes in customer service and support will be collaborative customer service processes, application migration to the cloud and support of mobile customers. »

eDigital Research shows that 62% of UK consumers have already or are willing to reply to question via community chat regards a product they have purchased and are happy with.

Gartner predicted that « by 2014, organizations integrating communities into customer support will realize cost reductions ranging from 10 percent to 50 percent. »

Community chat

∫∫ http://www.google.com/imgres?imgurl=http%3A%2F%2Fwww.numerique-sante.fr%2Fwp-content%2Fuploads%2Fsyntec_logo_RVB.png&imgrefurl=http%3A%2F%2Fwww.numerique-sante.fr%2Fsyntec-numerique&h=163&w=550&tbnid=4sKyF2LA9ZrGjM%3A&zoom=1&docid=6lg7piPz4voR9M&ei=omWFVPPNGoL-aIe8gdAD&tbm=isch&client=safari&ved=0CH0QMyhQMFA&iact=rc&uact=3&dur=417&page=3&start=70&ndsp=37

Vicky loooooves cooking

Hax le hachoir hachement malin !

Tous nos accessoires malins

Vicky is browsing the Cooktoys website and discovers some exciting utensils she hasn’t come across before…

Hax le hachoir hachement malin !

Tous nos accessoires malins

Have an account ? Sign in

COMMUNITY’S QUESTIONS

What is the best utensil for cooking

noodles?

1m

Looking for a gift for my girlfriend.

She’s a fan of cooking and already w…

10m

Hi there… Does anyone know the

quality of robots / mixers products? R…

10m

Anybody can help me? I don’t see

how to change the number of produ…

10m

Hello how long is the delivery time for

big products?

10m

Ask your own question here…

Hello! What is this product for?

Suddenly, a window pops up enabling here to chat with the online community in real-time.

Hax le hachoir hachement malin !

Tous nos accessoires malins

Have an account ? Sign in

COMMUNITY’S QUESTIONS

What is the best utensil for cooking

noodles?

1m

Looking for a gift for my girlfriend.

She’s a fan of cooking and already w…

10m

Hi there… Does anyone know the

quality of robots / mixers products? R…

10m

Anybody can help me? I don’t see

how to change the number of produ…

10m

Hello how long is the delivery time for

big products?

10m

Ask your own question here…

1m

Nadia - member of the community

An expert member of the community recommends the product and Vicky decides to buy it.

Yeah! It’s help you to cut vegetable in tiny pieces!

Hello! What is this product for?

!

LIVE

Unfortunately something went wrong with her order, the delivery info she’s submitted isn’t accepted…

!

MAY I HELP YOU?

Hi, I am Mat from customer service. I am here to help you.

Oh yeah!No thanks

X

LIVE

value

history

trafic

profile

context

browsing

iAdvize detects that Vicky is struggling and sends her a chat invitation.

Hi Vicky, I’m Matt and I’m here to help.Oh dear, it seems like you entered your ZIP code in the City field.

Mat 30 s

Vicky 35 s

LIVE

Matt from customer service gives Vicky a hand.

Your delivery info form doesn’t seem to work :-(

∫∫ http://www.google.com/imgres?imgurl=http%3A%2F%2Fwww.numerique-sante.fr%2Fwp-content%2Fuploads%2Fsyntec_logo_RVB.png&imgrefurl=http%3A%2F%2Fwww.numerique-sante.fr%2Fsyntec-numerique&h=163&w=550&tbnid=4sKyF2LA9ZrGjM%3A&zoom=1&docid=6lg7piPz4voR9M&ei=omWFVPPNGoL-aIe8gdAD&tbm=isch&client=safari&ved=0CH0QMyhQMFA&iact=rc&uact=3&dur=417&page=3&start=70&ndsp=37

Vicky can submit her order!

Hax le hachoir hachement malin !

Tous nos accessoires malins

Have an account ? Sign in

COMMUNITY’S QUESTIONS

What is the best utensil for cooking

noodles?

1m

Looking for a gift for my girlfriend.

She’s a fan of cooking and already w…

10m

Hi there… Does anyone know the

quality of robots / mixers products? R…

10m

Anybody can help me? I don’t see

how to change the number of produ…

10m

Hello how long is the delivery time for

big products?

10m

Ask your own question here…

Vicky has also come across an online community of enthusiasts who share her interests!

Hax le hachoir hachement malin !

Tous nos accessoires malins

twitter

site

facebook

site

site

What is the best utensil for cooking noodles? 1m

Looking for a gift for my girlfriend. She’s a fan of cooking and already

well equipped ... do you have any idea? Thx!!

10m

Hi there… Does anyone know the quality of robots / mixers products?

Really want to buy one :)

10m

Hi there… Does anyone know the quality of robots / mixers products?

Really want to buy one :)

10m

Anybody can help me? I don’t see how to change the number of

products in my cart!!

10m

Hello how long is the delivery time for big products?

I’m also looking for the best cooking knifes available on the store.

Can you help me?

10m

COMMUNITY’S QUESTIONS

Ask your own question here…

5 rewards

Florent Gosselin

Actions

Edit my profile

Chat w/ community

Open desk app

#1

13th / 1200 exp.

Vicky

Vicky has now become an expert herself and answers the questions of other users!

CURIOUS VISITOR BROWSING PRODUCTS

HIGH volume low value

volume

valeur

70%

30%

an enthusiast answers

DECIDED VISITOR IN CHECKOUT FUNNEL

low volume HIGH value

volume30%

70% valeur

an agent answers

We detect the online visitors who need help

or

smart routing

∫∫

We provide highly efficient and user-friendly targeting engine.

It was designed to use external data to improve performance!

target

agents + community

9-10 10-11 11-12 12-13 13-14 14-15 15-16 16-17 17-18 18-19 19-20 20-21 21-22 22-23 23-0

business hours

24/7 service

30% seized

opportunities

70% missed

opportunities

out of hours

community only

INTERACTIONS messenger between experts, profile

GAMIFICATION rewards, scoring, ranking

ALL-IN-1 chat, social, call, video

SMART FEATURES predictive answers, co-browsing

AGENT COMMUNITY

a personalized experience for your agents and community

members

tailored interfaces

∫∫ https://s3.amazonaws.com/f.cl.ly/items/0O3K393w0M1d2Y0b3Z1B/Image%202015-05-20%20at%204.10.42%20PM.png https://s3.amazonaws.com/f.cl.ly/items/0O3K393w0M1d2Y0b3Z1B/Image%202015-05-20%20at%204.10.42%20PM.png

assistCommunity members can chat with each other.

The user-friendly solution optimises productivity to provide visitors with the best support. They can transfer the chat to a professional agent if necessary.

COMMUNITY

∫∫ https://s3.amazonaws.com/f.cl.ly/items/0O3K393w0M1d2Y0b3Z1B/Image%202015-05-20%20at%204.10.42%20PM.png https://s3.amazonaws.com/f.cl.ly/items/0O3K393w0M1d2Y0b3Z1B/Image%202015-05-20%20at%204.10.42%20PM.png

monitorWe provide more than 100 performance indicators (agent productivity, sales, satisfaction) D+1 as well as real-time monitoring.

REPORTING

Results

90 active

experts

10,000 contacts/

month

Lucette

Read b

logpo

st

785 chats in

1 month40secs 3h50

a day chatting

Le Petit Vapoteur

Downlo

ad ca

se

study

€36,000 turnover generated

by 1 agent

€200kturnovermonth

Marmara

Read b

logpo

st

We connect REAL PEOPLE in REAL TIME with REAL RESULTS.

“

” We turn visitors into customers and customers into brand ambassadors.

House of Fraser

Newlook

Interflora

Toshiba

Virgin

Redcats

Adler

Fnac

Cdiscount

Rue Du Commerce

Redoute

Boulanger

Conforama

Monoprix

Sony

Darty

Grosbill

Decathlon

Worten

Ageas

Asstel

MAAF

Mutuelle Générale

Amaguiz

Direct Assurance

Malakoff Mederic

Groupama

Puerto Seguros

Caisse d’Epargne

Cofinoga

Axa Banque

Banque Populaire

Monabanq.

Sofinco

Boursorama

Soon

Louboutin

Chopard

Louis Vuitton

Dior

L’Oréal

Christofle

Lacoste

Thomas Cook

Center Parks

Air France

Voyages SNCF

IDTGV

Air Caraibes

Hotel B&B

Pierre & Vacances

Europcar

Pôle Emploi

La Poste

Drogue Info

Service

Bouygues Telecom

Canal +

SFR

Numéricable

BMW

Citroën

Renault

countries40

clients

500+clients

500+ clients across ALL verticals

Thank you for your time!

http://www.iadvize.com/blog/en/@iAdvize_UK