integrating contact center with online for omni-channel sales
TRANSCRIPT
Integrating Contact Center with Online Dialogue Tools
for Omni-Channel Sales
Key battles in integrated online sales
● Choosing which customers/products to focus on
● Upselling additional services
● Following web visitors and understand what they are looking for
● Seeing when the visitor is struggling in making a purchase or a booking
Integrating Online Sales & Analytics with Contact Center
Visitor enters online store/ website
Lekane analyzes visit againsta set of behavioral rules
Proactive dialogue activated if rules alerted
Lekane integrates information to Avaya
Dialogue starts with the customer
One report for all CC contacts
Visitor has browsed key destinations or concepts without starting a booking
Examples of rules
Shopping Funnel drop-out Pushing sales of key products & services
Visitor is about to leave the website without a confirmed booking
Thanks to TUI Nordic / Finnmatkat.fi
Services available for Avaya integration
6
Web Chat Instant Callback
Customer Surveys (online + offline)
Live video
Targeted user-based content/ads Shopping Cart data send-out
Tested by TUI Nordic
Case TUI Nordic
During a year TUI Nordic handles over 20.000 customer contacts with Lekane Dialogue, resulting to
higher sales conversion and higher average purchase
than with an average web visitor.
4X higher sales conversion
+20% vs. average basket
Key benefits of CC-integrated online
● Driving loyalty with more engage customers: less returns & cancellations
● Optimizing the use of contact center resources: less queues, less downtime
● Pushing sales for selected products & additional services
● Understanding visitors shopping behaviour
● Preventing customers drop-out
Lekane
10
2006 2007 2008 2010 2012 2014
Founded in 2006 Launch of Services for Mobile Contact Centers
The launch of CALLBACK
Lekane partnerswith car industry expert Netwheels taking the market leadership in online car sales
Lekane expand globally
The launch of CHAT
We started in 2007 with a mission to improve sales process efficiency and customer experience. We have a solid background in contact center integrations, but more than being a technical solution, we want to highlight the importance of people and their relation in the digital solutions. For us business is all about people.
