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Do You Dream Up – Présentation 2015Do You Dream Up - Presentation
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DIGITAL REVOLUTIONUltra-connected users
On any device
Everywhere (house, transport,
work, shops...)
All day long
Interact with brands
through the digital channel
3
DIGITAL REVOLUTION
Immediate answers to questions
24/7
From any device: web, mobile
Self service toolsIn a recent study of US online consumers,
55% said that they would likely abandon their
online purchase if they could not find quick
answers to their questions*
Users’ expectations
* Source : 2014 Forrester study
4
DIGITALISE YOUR CUSTOMER RELATIONSHIP
INTERACT
with customers
24/7
CONTROL
quality of
responses
ENHANCE
customers knowledge
and better serve them
MODERNISE your image
and offer enriched user
experience
MONITOR
user
satisfaction
REDUCE
costs
5
WHAT IS IT USED FOR?
Intranet/extranet Customer support E-commerce Administration
WWW
6
FOR WHAT PURPOSES?
DELIVER information on products, services
COMPARE products, services
SUPPORT users in complex stages
SUGGEST products, offers and services
SELL higher product’s range
INFORM about customer account
7
DO YOU DREAM UPCustomer relationship and helpdesk software publisher
Company formed in 2009
5 years of R&D
SaaS
DO YOU DREAM UPParis
DO YOU DREAM UPBordeaux
DO YOU DREAM UPLondon
Multilingual
Multidevice
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SOLUTIONS
9
MULTICHANNEL SOLUTIONS
Consistent experience on all channels
Mobile is inevitable
UX adapted to the device: simplified
ergonomics on smartphones
10
MAPPINGGlobal cost +
Global cost -
Autonomy Human interactions
Video Chat
Live Chat
Automatic chat
Dynamic FAQ
1111
Can be coupled with live chat
AUTOMATIC CHATEnhance customer experience on the digital channel
responses to all basic questtions
24/7
chatbox
REAL-TIME
AVAILABLE
USER-FRIENDLY
• Intuitive back office
• Enriched knowledge base along the way
• Knowledge validation workflow
• Statistics
91%of customers say they would use an
online knowledge base if it met
their needs (Zendesk)
>300conversations conducted in parallel
with our customers
>1 000Different business answers on
average for each customer
+90%responses
1212
Can be coupled with live chat
DYNAMIC FAQFacilitate the search for information on your website
box with auto-completion
responses to basic questions
24/7
SEARCH
REAL-TIME
AVAILABLE
• Intuitive and collaborative back office
• Enriched knowledge base along the way
• Knowledge validation workflow
• SEO improvement
• Measure customer satisfaction
+90%responses
1313
• Supervision
• KPI
Triggering behavioural targeting
Multiple targeting rules
Predefined responses : speech homogenisation
Queue management
Co-browsing : share screen between advisors and web users
Single chatbox for automatic chat and live chat
Can be coupled with
automatic chat, CRM and
ticketing system
LIVE CHATYour advisors provide real-time responses to your web users
+80%customer satisfaction
+20%conversion rate
+30%average basket increase
14
RECURRING QUESTIONS, BASIC
COMPLEX QUESTIONS
Customer-operator live chat, customer
history and navigation, co-browsing,
knowledge base access
Self-service, automated responses, 24/7,
90% of responses
Auto chat / Dynamic FAQ
COUPLED SOLUTION
Escalate in live chat if question is not
understood
Live chat for predefined topicsLive chat
THE RIGHT TOOL ACCORDING TO THE CONTEXT
1515
SERVICESA full service offering
CONSULTING & STRATEGY
Preliminary study
Objectives and KPI
definition
TRAINING
Requirements
Supervisors and agents
training
PROJECT MANAGEMENT
Build knowledge base
Set up targeting rules
USER EXPERIENCE
Chat box and FAQ design
FOLLOW-UP AND EVOLUTIONS
Support
Quarterly audit
Knowledge base evolution
1616
PARTNERS
17
CLIENTS
18
CUSTOMER FEEDBACKK.P.I
ABANDONMENT
rate decrease
-50%
TRANSFORMATION
rate enhancement
20%
AVERAGE shopping
cart increase
30%
INCOMING e-mail
and phone contacts decrease
-30% >1 000different business answers
on average for each customer
+90%of answers given
>300conversations conducted in parallel
23
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CONTACT
PAULIN JOUANINAccount manager - UK
Tel. +44 (0)20 7092 6674
Mob. +44 (0)74 1565 7677
www.doyoudreamup.com/en