by Mkgt team | May 3, 2013
Live Support is a growing trend both in the customer support area as well as in the eCommerce and retail industry; latest trends show that in Europe eCommerce grew 20% from 2011 to 2012 while in the US the growth was 13% and it’s expected to keep growing worldwide [e-commercefacts.com].
More than 80% of consumers buy and/or browse online for shopping every week and 50% of them have used Live Chat or Click-to-Call to interact with customer service representatives, with the percentage fairly consistent across different products/services groups [ATG 2012].
This data shows that Live Support, provided on different channels, it’s a huge reality and that customers nowadays are used to find and choose between different options to get the support they need. But that’s not the whole story: a recent survey by American Express shows that 60% of Americans believe businesses haven’t increased their focus on providing good customer service — up from 55% in 2010.
Watch out: customers who have lost their temper due to a poor service experience will express their displeasure in a host of ways, interrupting the communication abruptly, asking for a supervisor or switching to a competitor (39%).
All of the above means that, while online businesses are growing and expanding, there’s much room left for improvement in the customer support and relationship areas. Are you doing enough to support your customers?
Vivocha offers a multichannel interaction platform, to start engaging website visitors, improve their satisfaction and increase conversions. Take a look at the features or request a demo to learn more.
by Mkgt team | Apr 24, 2013
Vivocha @ TechCrunch Disrupt 2013
After taking part in the first edition of TechCrunch Disrupt Italy in September 2012, Vivocha’s founders will be at NY’s TechCrunch Disrupt this year!
Come visit our booth in the Italian Pavilion, to learn how to use our Multichannel Customer Interaction Platform to engage your website visitors and turn them into customers!
The keynote, from our CEO Gianluca Ferranti, will be on Day2 (April 30), visit the official page to vote for us.
Vivocha is a SaaS solution, enabling communication with website visitors on different channels, to provide support and increase loyalty. Take a look at the features or request a demo to learn more.
by Mkgt team | Apr 22, 2013
On Tuesday 23 and Wednesday 24 Vivocha will be at Multichannel 2013 in Utrecht, the conference/event about Multichannel Retail, Marketing and Services.
Come visit our stand and learn more about our Customer Interaction Platform and how it can help grow your business by enhancing communications with your customers and seamlessly engaging website visitors to turn them into customers.
Participation to the event is free, click here to register
Vivocha is a multichannel interaction platform, to start engaging website visitors, improve their satisfaction and increase conversions. Take a look at the features or request a demo to learn more.
by Mkgt team | Apr 19, 2013
Magento eCommerce Enterprise Edition 1.13 Released
Magento, one of the most innovative eCommerce platform provider, released last week the latest version of its Enterprise eCommerce platform. Click here to see the full blog post about the new release or check out Vivocha’s Magento integration to learn more about the potential of Vivocha + Magento.
— Reading list for the week —
Discover Pinterest’s potential to boost eCommerce Sales
Pinterest, the picture-based social network, has a growing audience and it’s currently driving more online sales than Facebook, take a look at the best strategies to leverage Pinterest’s potential for the eCommerce, from Search Engine Journal.
The Importance of eCommerce Strategy
Lessons learned in a 10-years experience on the importance of implementing the right strategies for the eCommerce: read the full article on PracticalEcommerce
What makes a good eCommerce?
Review of the most important aspects and best practices to build a great eCommerce website, completed with a series of examples from top-selling brands. Read the full post on eConsultancy.com
Vivocha is designed with interoperability in mind, and offers many pre-built integrations with widely-used softwares. Request a demo to learn more.
by Mkgt team | Apr 11, 2013
What is an A/B Test?
A/B testing (also known as split test) is a technique used to test the impact of different design/content combination on customers. The main idea is to present different formats to different customers (chosen randomly), to see which one performs better. It’s a concept widely used for landing pages, email marketing or to improve eCommerce funnels.
Why A/B Testing is Important for your business
Performing an A/B test allows to choose the right design/workflow to get more conversions: instead of trying different solutions in different moments, A/B tests are able to validate single assumptions, thus creating a constantly improving environment.
A practical example: say an eCommerce website has two different ideas on how to design the checkout page, so the manager creates an A/B test to choose the best one. Both pages are created and each customers see a random one. After a while, seeing which is the better performing page, the other page is closed and the “best” page remains online.
About Vivocha’s A/B Testing
It’s possible to do the same with Vivocha’s services: create an A/B test to see which service design/engagement rule performs better and evaluate customers’ reactions.
Design: setting up different services with different designs will allow to understand which design is more appealing to customers and/or which one generates more conversions.
Engagement: the A/B test functionality built-in in Vivocha’s services can be used to test which engagement rule (or combination of rules) works better.
A practical example: will a delayed popup generate more interactions or would a sidetab be more effective? Creating two similar services and assigning them to the same A/B test group will generate detailed statistics about which one performs best.
How does it work?
Once two (or more) services are assigned to an A/B testing group, they will be shown randomly to different users (the same user will always see the same service, for consistency reasons). The system is calibrated to show each service the same number of times, to create a reliable data set, useful for decision making.
Follow our step-by-step guide to set up the A/B testing for services and start experimenting or request a demo to learn more.
by Mkgt team | Dec 21, 2012
The way of integrations has started here in Vivocha!
To let you make the most of your Vivocha Online Customer Engagement Platform, we started to integrate third party applications.
This is the time of Zendesk !
What is Zendesk
Zendesk is the leading cloud-based customer service software solution. Loved by customers for its simplicity and elegance, Zendesk is the easiest and fastest way to provide great customer service.
Like Vivocha, Zendesk is easy to try, buy, implement, and use. Both you and your customers will start seeing positive results immediately.
How it works
If Zendesk is your help desk tool for customer support, now you can combine it with Vivocha to create an exceptional customer experience beginning with Vivocha, before the customer develops an intent to purchase, and continuing long with Zendesk, after the initial sale, providing great customer service.
The integration will make the following possible:
- create tickets on-the-fly during a voice/video call or a chat with a visitor
- search among pre-existing tickets of a returning customer
- add a comment to an existing ticket
- add chat transcript as a comment to an existing ticket
- push a ticket link/page to a customer during chat
For more info, check out the Vivocha-Zendesk Integration Tutorial.
Vivocha Apps
Vivocha Apps are fast and easy-to-use single page web applications dynamically loaded into the Vivocha Agent Desktop to allow representatives to use external existing systems, like Help Desk, eCommerce, CRM platforms, during a chat or a voice/video call.
To be helpful during a real time conversation, they should be highly responsive.
For this reason, Vivocha Apps were designed with the following objectives in mind:
- giving immediate feedback to users, even when they cannot fulfill their requests immediately
- letting users know when processing is in progress
- allowing users do other work while long operations proceed to completion
- letting users set the pace of work, when possible
Vivocha Apps put reps in control by quickly acknowledging each request, by providing continuous feedback about progress for fulfilling each request, and by letting them complete their tasks without unacceptable delays.
Innovation
Vivocha Dev Stars, our agile development team, develop Vivocha Apps using the latest technologies and design patterns.
Vivocha Apps are built with AngularJS, an awesome client-side JavaScript framework that lets you extend HTML and augment web apps with MVC capabilities.
The goal is to provide reps with highly responsive applications giving them an experience much closer to that of desktop applications.
Next steps
Next awesome integrations will come soon so…stay tuned!
Vivocha is designed with interoperability in mind, and offers many pre-built integrations with widely-used softwares. Request a demo to learn more.
