do you dream up presentation_ english
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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
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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
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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
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WHAT IS IT USED FOR?
Intranet/extranet Customer support E-commerce Administration
WWW
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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
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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
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MULTICHANNEL SOLUTIONS
Consistent experience on all channels
Mobile is inevitable
UX adapted to the device: simplified
ergonomics on smartphones
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MAPPINGGlobal cost +
Global cost -
Autonomy Human interactions
Video Chat
Live Chat
Automatic chat
Dynamic FAQ
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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
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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
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• 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
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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
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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
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PARTNERS
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CLIENTS
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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
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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