by Mkgt team | Jul 18, 2013
Join Us to Hack on Vivocha’s API
30 hours of awesome food, drinks, good company and MOST OF ALL a hackathon hosted by H-Farm
Come hang out with other developers and most of Vivocha’s all star development team to build your Vivocha + ??? app
You could win…
What would a hackathon be without prizes? The best application submitted to the contest will be awarded a fantastic 3-days weekend for 2 people in Sardinia.
… and get hired!!
We are looking for someone to jump in and help us to change the Online Customer Service industry. We are looking for the most talented who care about creating a great experience for the customers. We value commitment, skill and potential over experience and titles.
We are committed to building a successful and lasting company, we want to scale fast and you can be part of this.
We are located in the U.S. (San Francisco) and Italy (Milan and Cagliari). Hopefully you’re near us, but we would also consider remote working.
Learn more: http://tech.vivocha.com/post/55588115091/tech-italy-2013
by Mkgt team | Jul 3, 2013
Latest news from the IBM SmartCamp in Milan: Vivocha won the final event!
IBM SmartCamp is an exclusive event of IBM Global Entrepreneur Program that selects the best startups worldwide to build a smarter planet.
IBM, aims to sustain startup businesses providing them with the necessary support and resources to expand their projects.
In addition to Vivocha, three other finalists were presented on stage: Big Data Governance, C2B, Na-If.
Now Vivocha is a step closer for the title as Global Entrepreneur of the Year!
by Mkgt team | Jun 28, 2013
We’re delighted to announce that Vivocha has been selected as one of the finalist at IBM SmartCamp.
IBM SmartCamps are
exclusive events aimed at identifying early stage entrepreneurs who are developing business ventures that align with our IBM Smarter Planet vision.
A first step towards SmartCampGlobal Finals to compete for the title of IBM Global Entrepreneur of the Year.
To attend the FREE event, sign up here: http://www-304.ibm.com/events/idr/idrevents/register.action?meid=12495&ieid=6365
Full PR release here: https://www.dropbox.com/s/i5tnf8q010bq49m/Vivocha_Ibm_SmartCamp-PR_20130627.pdf
by Mkgt team | Jun 7, 2013
eCommerce is a growing reality and, as the number of people buying online increases, the necessity of providing good customer support to online shoppers is more and more a strategic issue.
With the shift from brick-and-mortar shops to online retail the shopping paradigm has evolved, customers move quickly from one website to the other and they compare prices and check reviews before deciding to buy. But there’s something that customer are missing from the real-life shopping experience, and Live Support is the solution to recreate the warm feeling of real life shopping. The infographic presents data and evidence from the industry about eCommerce and Live Support.
by Mkgt team | Jun 5, 2013
Social Media and Mobile Internet have given customers the impression that they can get what they want, when they want. This affects the way online interactions should be managed: quality and price are not anymore the only aspects customers care about, but also speed, customization and support.
We thought it could be useful to share some tips derived from our experience, to provide the best possible service to customers, here are the main points to keep in mind while interacting with customers on the web:
– Act Quick: nobody likes to wait, and that’s even more true online; customers surfing the web are used to get what they need in real-time and can be bored easily if they have to wait too long. Using a combination of Canned Responses and having Agents manage multiple interactions at a time can lower the waiting time sensibly.
– Be Informed: Gather as much information you can automatically, so that the Agents can go straight to the point instead of spending precious time to get all they needs from the user.
– Give the customer a Unique Experience: everybody likes to feel special and that’s true also for online interactions: using an intelligent combination of triggers, give the customer a customized experience by presenting different call-to-action based on who he/she is and on his/her behavior and navigation path.
– Be Supportive: guide the customer through the passages he/she needs, instead of just telling him/her what to do. Co-Browsing and page pushing are very useful tools to walk users step-by-step towards the solution of the problem.
– Listen: last but not least, remember that customers want to be listened to, and that’s the more important part about the customer experience they’ll remember.
Vivocha helps websites provide high-quality support to customers, with shorter waiting times and easy integration with other support tools. Check out all the features or request a demo to learn more.
by Mkgt team | May 20, 2013
Understanding the path users take while shopping online is becoming more and more complex every day, with the growing number of tools, channels, media and opportunities arising. To help businesses and managers understand better what’s going on Google recently launched “The Customer Journey to Online Purchase“, a tool that collects and present in a useful yet simple interface data gathered from more than 36,000 Google Analytics accounts.
The tool is divided into sections and, for each section, it’s possible to refine the selection by country and industry.
The first section show the differences in customers acquisition role of different channels and can be used to find if there’s some under/overvalued channel, leading to an improvement of the channel mix. The different channels are shown both for customer acquisition and customer support purposes.
The second section show the duration and the steps taken by users before the actual purchase, as well as the average order value by day.
Finally, the last section is a benchmark dashboard, to help managers see how their company is positioned in respect of the average for the same country/industry combination.
Google has came out with a new, well-designed tool, that’s very useful but should be used with caution: each business has its own peculiarities and only who knows it from the inside can decide what’s right to grow, based on the data he or she is gathering from the current users. A new series of posts will follow on our blog, to describe in more details how to use this tool for different kind of analysis and strategic planning.
Did you know? Vivocha has a built-in Google Analytics integration, to help customers get a better understanding of what’s going on on their websites by providing the necessary dataset for future, more detailed analysis.
