Extend your hosting business value: How to deliver voice simply and profitably

October 8th 2015

Greg Mason, CCO Summa Berend van Dalfzen, CCO Yourhosting & Resello

Hosting dilemma #1

“With margins under pressure how to offer voice without the support headache?”

Pressure on margins

Upsell with Voice Difficult to integrate

option BUT

What about chat & video? Users expect more Standardise

Solution #1

“We made Voice simple for you”

SaaS product Web communication

technology

Embedded or as a pop-up

Click-to-dial webphone to embed in any webform

Solution #2

“New revenue model possible with call bundles”

Route user contact to your fixed or mobile

number

Customer chooses own call bundle (low

entry)

High retail margin on call bundle (>

40%)

Automated upsells in one click -

also for future functionalities

Usage metrics - better understand your

customer

Benefits

“We help individuals and organizations to achieve online success”

Berend van Dalfzen, CCO

International National

The role of click to call in business success Google / Ipsos study

23%

Lower

shopping cart abandonment

rate

10%

Growth of average order

value 20%

More customers on

the phone

0,7 (8,5)

Higher mark customer

satisfaction

First test results A / B testing

Enable customer interaction Increase sales

Turning website visitors into calling customers

Hosting dilemma #2

“Is customer service only a cost of sale?”

Solution

“Transform customer support into business”

Some data about customers experience with customer support…

Companies are still inviting customers to leave by failing to improve first-contact resolution - Of the customers who switched to another provider due to poor service, more than 80% said they could have been retained if their issue had been solved on their first contact with the company Customers’ service expectations are rising faster than companies are willing to adapt – The percentage of consumers switching due to poor service has decreased only sightly since 2007, while the percentage of customers frustrated with providers for inefficient and slow customer service and lack of interaction convenience have remained consistent since 2007 Accenture Global Consumer Pulse 2014

More than two-thirds of 2,000 consumers who encountered a customer service/customer experience issue on a brand’s website left the site or visited a competitor 2014 IBM Digital Customer Experience Report

Ultimate vision – Integration with OX App Suite

•  Recognize users

•  No termination costs

Use technology to make interactive contact with your customers easy

•  Free calls for end users •  Maximum availability •  Customer is in control on how

they want to contact and what they need

Thank you www.addsumma.com

@addsumma