by Mkgt team | Aug 30, 2012
It’s set! September 27, 2012 Vivocha will be heading south to Rome to participate in TechCrunch Italy.
For those who aren’t familiar with TechCrunch, it’s where all the hottest new startups go to showcase their companies. TechCrunch Italy will gather some of the most recognized leaders and innovators of the technology and media industries in Italy, Europe and the U.S. to give a unique insight into the big changes and trends happening in the world right now.
So keep an eye out for us at Startup Alley and we’ll see you there!
http://www.techcrunch-italy.com/startup/vivocha/
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 | Apr 10, 2012
For our Italian customers, an interesting infographics about Digital Advertising, Online Shopping, and Conversion Rate. It’s never been more important to invest in customer service.
by Mkgt team | Feb 16, 2012
According to a 2011 Forrester Consulting research, phone is still the preferred communication channel for Customer support. 79% of those surveyed declared to prefer a “voice conversation” considering it more efficient and fast than other channels.
Going deeper into the analysis, the top three priorities for consumers are:
– Interact with a customer service representative quickly
– Have my query resolved quickly
– Interact with a real person
With only 19% of the preferences Web Self Service dosen’t appear to be very popular.
Here at Vivocha we believe that offering the possibility to interact on multiple channels – including Voice, Chat and VoIP – directly on the web site, might satisfy both the needs for efficiency and cost reduction of companies than the needs for better and more satisfying interactions for the customer, especially when coupled with advanced collaboration tools like Co-browsing, form sharing or page pushing.
We strongly believe in giving you the tools to engage your customers using the best communication channel in every circumstance, so we developed a powerful Proactive Engine that will allow to set specific rules to balance the use of more efficient chat interactions with more engaging voice communications.
Open a Trial account to discover how simple it is to engage clients in a SMART WAY. https://www.vivocha.com/sign-up/ or request a demo to learn more.
by Mkgt team | Feb 8, 2012
If you are in the Valley you can’t miss it: register here
Vivocha is multi-user:there’s no bound on the number of Agents that can use the platform and the cloud-based model allow for quick deployment and infinite scalability. Have a look at all the features or request a demo to learn more.
by Mkgt team | Dec 20, 2011
One of the most common questions I get asked during Vivocha presentations concerns Proactive Engagement features.
Anyone, almost constantly, keep asking: “do proactive invitations scare visitors, do I risk making them run away? Let’s make an analogy with real life experience
What happens when you walk into a store and a shop assistant politely, gently, offers help in finding the product that best suits your needs ? Do you get scared and run away? Probably not
Few months ago we surveyed more than 1,700 online shoppers about Online Customer Service; one of the question was: “If – while browsing an ecommerce site – you will be offered live support via a personalized popup or banner, how would you rate the service”
Contrary to popular thinking, our research shows that customers have a very positive attitude towards proactive engagement, 35% of respondents will see it positively, an additional 20% will increase its buying attitude if offered live support. Only 2% will be disappointed by the support offer leaving the site.
As in real life the only real risk is to fail approach; to be too invasive or send out an invitation at the wrong time.
The Vivocha Proactive Engine manages web page components (contents, graphics, forms…) and, based on customizable parameters and rules, proposes different possible interactions to the visitor/customer ,such as chatting with a consultant or scheduling a telephone callback, thus offering the best possible web experience.
Vivocha’s engagement engine is fully proactive, meaning that you can easily decide when and who to engage, based on wide variety of rules: where’s you visitor coming from? What did she/he search on Google? Was it a click on a banner? How often has she visited a certain product page?
The Vivocha Proactive Engine includes all the tools for optimizing the Online Engagement of visitors/customers: it monitors navigation, optimizes contact opportunities and enhances the web experience. Thanks to the Proactive Engine it is possible to offer support exclusively to visitors who really need it, those visitors, for example, who display dissatisfaction in the self-service or FAQ areas.
And, of course, all of it is amazingly simply to setup!
When done right proactive engagement can boost online sales thanks to a significant increase in the conversion rate, while improving customer satisfaction, retention and loyalty.
If you aren’t using it, you’re missing a big opportunity: start engaging you customers online now
by Mkgt team | Dec 14, 2011
46% of consumers expect great customer support online from the brands they love, and a further 33% say that a commitment to excellent customer service is a significant factor in their loyalty to the brand. These are the key findings of a recent survey conducted by The CMO Council (http://www.cmocouncil.org/) on more than 1300 consumers.
77% of consumers responding to the survey say they go to a company’s website to search its content when seeking answers, product, or troubleshooting. And they want it fast: 41% said they expect their issues to be addressed either immediately (22%) or within an hour (19%).
Vivocha allows you do exactly that. Give it a try
Vivocha lets you monitor, interact, and react with your customer or prospect in real-time, just as if they were in a retail store with you. You get to see where they go, what they click on, and you have the capability of engaging them in any moment. This capability, combined with the instant knowledge of the customer’s purchasing history, provides you unmatched personalization of your customer’s or prospect’s experience on your site.
Vivocha provides a unique set of tools and real time data that allows you to treat each customer or prospect individually. Vivocha provides state-of-the-art multichannel communication and engagement capabilities, including live chat, Voice Over IP, video, and call backs features.
No one knows your business, or how customers and prospects should be treated, better than you. With Vivocha, you get an easy way for you to create those engagement rules. As a matter of fact, with Vivocha you’ll know more about your customer than if you were standing next to her face-to-face in a retail store. In addition to all the customer info in your database, you’ll know how she got to your site, – through an ad, an affiliate, or via search, and you can easily design smart rules to treat her appropriately.
The same powerful tools and data acquisition strategies that Vivocha uses for converting prospects into customers can also be used to provide superior customer service.
The goal of any customer service interaction is total customer satisfaction on first contact. Vivocha has features like co-browsing, so that the rep knows the real-time navigation path of the visitor, and can see what she is seeing. Vivocha also provides the ability to create prepackaged responses to frequently asked questions to enhance the agent’s productivity. These can be edited so you can make every interaction personal.
Vivocha is entirely cloud-based, so there’s no installation or maintenance of software necessary by you. It can be accessed by any device, anywhere. You can be traveling and still get up-to-the-minute data on customer interactions via your smart phone or iPad. And since it’s cloud-based, you pay for only what you need. You don’t have to build out a whole customer support infrastructure anticipation of future growth. Vivocha is there when you need us.
Another great thing about Vivocha is that it enables you to gain valuable insights into your customers and acquire real-time market research. Find out what is driving your customers and what is annoying them. This information can be a marketer’s best friend. This is especially valuable when it’s segregated by customer profile, the way Vivocha allows. This is a great way to better serve your best customers, the 20% who provide 80% of your revenue. You also get to see howyour best customers use your site. You can then use this information to guide others.
This is what Vivocha promises and delivers, give it a try: request a live demo now
