Making Contact With Your Customers

Who are Klick2Contact?• Highly experienced

telecommunications professionals

• Backed by major European investment group

• Innovative, proven technology

• Dedicated Technical development department

• The future of e-commerce

The Market

DID YOU KNOW?

“There were 2 billion internet users at the end of 2010”

• Source: Internet world stats

• 475m internet users in the EU

• 445% growth in 10 years

• E-commerce to grow to 0.75 trillion Euros in 3 years

Market Research

• Consumers prefer live help (click to call and click to chat) over other online customer service options**

• 77% of European consumers ranked click to call as ‘useful to extremely useful’ **

• ** Forrester

*Forrester Research Inc.**Independent Research

Why use Klick2Contact?

DID YOU KNOW?

“Over 66% of all shopping carts are abandoned for service related issues”Source: Forrester Research

• Up to 97% of potential customers abandon web purchases during the online buying process

• Klick2Contact maximises the potential of your existing visitors – reducing common abandonment causes

• Differentiates your standard of customer service from your competitors

• Provides the missing link between customer and customer service agent

What does Klick2Contact do?DID YOU KNOW?“Online customer service improves the chance of ecommerce by 40 -60%”Source: USA Today

• Claims the customer’s attention at the point of decision

• Increases conversions of unique visitors into paying customers

• Provides personal, informed contact that customers want

• Facilitates completion of sales that may otherwise have been abandoned - for example; following payment failure due to customer error.

How Klick2Contact delivers • Hosted service provision means you receive

all of the benefit with none of the hassle

• Customer Premises option available too

• Intuitive call-back notification acts according to your specification - timing, errors, page views & product details

• Facilitating real conversions - Instantly connects you to your customers via landline and/or mobile, live web-chat or co-browse, interacting at the consumers point of interest.

Benefits• Klick2Contact is delivered over our

managed network from the second a customer clicks Klick2Contact routes the call/chat providing end to end service.

• Quick and easy to deploy

• Free to implement

• Works across any carrier network, over the internet, broadband, telephone and/or wireless protocols and to any device - computers, mobile phones, landlines, tablets, PDA’s..

Customer Journey – Klick2Call Back

Call Centre

ACD System

Klick2Call-Back

K2C call established

Agents Desktop

Klick2Chat

Chat request icon appears as a pc screen

Customer has requested chat session

Enters details and waits for agent

While in chat session, customer can select a call back session via webphone

Klick2Co-Browse

URL link entered here

Additional

text can be added here

Link appears on customer’s chat page

Managing Klick2Contact• The service is fully web based

• Fully flexible - Customisable administrator and agent tools

• Accessible 24 hours a day

• Totally secure and password protected

Statistics

Existing multinational client – 6 weeks of trial service provision saw:

• 25% of customers requesting call back are purchasing products

• Just under 20K Euros of additional sales to date

• Zero cannibalisation of self serve customers

• Optimisation currently under way

• Customer now looking to expand service across all sites (140 sites 19 countries)

Some Enhancements - 2011• Mobile - The full service available on Apple, Android phones and

tablets

• Collaboration - The ability for your agent to actually fill in the customers order for them

• Automated/Artificial help – for out of hours service the ability to answer questions and provide help with a virtual assistant

• Behavioural Analytics & Prospect Selection – the ability to know more about the customer, his previous activity on the site and therefore supply better and more focused help

• Back Office reports – more detail, more flexibility and more options to help the client get the best from the service

• Integration – the ability to seamlessly integrate with existing sales software ( such as SalesForce) to help sales and stats

Summary • K2C is innovative, totally flexible, scalable and tested

• No-cost install option for the customer (unique)

• Customer research shows an appetite for K2C type technology for both call and chat

• Klick2Chat Plus offers much more than just Istant Messaging type chat

• Quick to deploy

• Company pays ONLY when they speak to a potential customer

• Makes the best use of all current visitors

• Many more innovations to come

Making Contact with your Customers