Infinity's Paul Walsh: Empowering your sales team with real time caller insight

EMPOWERING YOUR SALES TEAM WITHREAL TIME CALLER INSIGHT

CEO, INFINITY TRACKING

PAUL WALSH

REAL TIMELIVE CONTENT

http://quiz.infinitycloud.com/admin/welcome/

REAL TIME CALLER INSIGHT

YOU’RE ALLWINNERS REALLY

REAL TIMEINTERACTIVE

CAN REAL TIME HELP?CUSTOMER SATISFACTION


5,000 people survey 83% of online shoppers need support to complete a purchase

Delivery Costs Lack of information Want to ask a question

Abandonment of online purchases


Phone has the highest satisfaction rating 69% Live Chat 63%

Web self-service 58% Virtual agents 55%

Newer communication channels 56%

Communication channels satisfaction

OVER THE PHONECUSTOMER SATISFACTION


69% of customers said they were on hold for too long when seeking help from a company. Haris Interactive

High abandonment of IVR due too many options

84% of customers are frustrated when a representative does not have immediate access to account information. Mobius Poll

Far from perfect

INCREASE SALES ORDER VALUEINCREASE CUSTOMER SATISFACTION


HALF A DOZEN SALES PEOPLESMALL SALES TEAM

HUNDREDS OF OPERATORSCALL CENTRE

WITH REAL TIME CALLER INSIGHTSEMPOWERING YOUR SALES TEAM


luxury new york

THEY WANT TO GO ON HOLIDAYWHAT DO WE KNOW?

WITH ANALYTICS SYSTEMSCOLLECTING SITE DATA

SO CALLNOT SURE


NEED DATA IN REAL TIMESALES OPERATOR


Sales Operator has no context Start asking questions Where would like to go? When? New York Generic script

Question Time

UPSELL UTILISED?CUSTOMER SATISFIED?


new york cheap break

THEY WANT TO GO ON HOLIDAYWHAT DO WE KNOW?

SO CALLNOT SURE

QUESTION TIMESALES OPERATOR



EXPENSIVE TO RUNCALL CENTRE

WITH CUSTOMER ON THE PHONETRANSFORM THE WAY YOU INTERACT

THANK YOUANY QUESTIONS?

CEO, INFINITY TRACKING

PAUL WALSH

Marketing

Infinity's Paul Walsh: Empowering your sales team with real time caller insight