Who do you mean when you talk about online? You might be referring to one online audience, split from a larger consumer base. You will probably talk about people in terms of demographic splits. You will no doubt talking about people who are coming to your website with varying requirements, problems and demands.
When you talk about people online, you should be referring to individual visitors. Most likely, you already are; but is this the reality in the way that you actually treat your web visitors? This is the question that a leading Telecoms provider was struggling with when we started to work with them in March last year.
Replacing static rules with Predictive Intelligence to drive relevance
At that time, the brand was using static business rules to provide all of their online visitors with the same contact channel experience. A contact channel experience that is relevant to a general consumer will invariably be inappropriate for a lot of customers. This isn’t a problem specific to this brand; it’s one faced by companies the world over.
Many companies, rightly, see the benefit to investing in online contact channels. Chat is a really good tool for answering any quick questions that might be bothering a customer…but it is not an effective channel for converting hesitant visitors to customers. Callback can be a really useful way of showing customers that you value their time but it has a high cost to serve. Many companies are wasting money by not treating visitors as individuals, and personalizing their contact channels.
Increasing online and offline conversions with Predictive Intelligence
A leading Telecoms provider wanted to increase online conversions, as well as conversions from contacts who arrive in the contact center from online. Visitors within these two groups are often the most at risk of slipping through the cracks and abandoning their purchase if they are not approached with the contact channel most suitable for their needs. The brand decided to break away from using static business rules in order to reap the benefits of our Predictive Intelligence technology.
Our technology personalizes the way that contact channel are offered to consumers. This helps the brand to improve the customer experience and increase sales by optimizing the web experience for each of their online visitors. On a typical month, the brand now enjoys an additional €410,000 in revenue, a 27% conversion rate and 2,800 additional contacts thanks to our Predictive Intelligence technology.
We’ve detailed exactly how we achieved these results in this case study. When you talk about people online, you should be talking about each individual visitor. Now’s the time to start
thinking about how treating your web visitors as individuals
can benefit your business.