Online spending is growing at an outstanding pace. According to the digital research firm, eMarketer, B2C spending reached £77.35 billion in 2012, a 14,4% increase from 2011; a further 13,4% growth is predicted this year. In this competitive market, online consumers increasingly expect fast and free customer service. If they do not get what they need, they can very easily leave to visit another website. Research carried out by eDigitalResearch and IMRG showed that 40% of respondents believe that their customer service contact could have been improved with a live chat facility or a freephone contact number. Meeting these expectations will make the difference by providing visitors with a positive online experience and thereby build brand loyalty.
Real-time customer service
iAdvize is a cloud-based solution specialised in real-time customer service, online. More than 1000 organisations currently use the iAdvize Click to Chat and Click to Call tools, including companies such as Sony Europe, MAAF (one of France’s top insurance companies) and the online career service, Monster Worldwide. After launching in Spain and Germany, iAdvize’s next stop is the UK where it now aims to increase the presence of its solution.
“Our long-term goal is to become the leader on the European market. In this context, the UK ecommerce market represents an important challenge for us. We aim to convince UK companies that our solution and expertise is what they need in order to improve online customer satisfaction and increase conversion rates.” Julien Hervouët, CEO
Cut costs and increase sales
The iAdvize live chat solution has a clear return on investment for ecommerce websites. With this SaaS solution, agents can help several customers at once whilst keeping an overview of all conversations. This user-friendly interface is much appreciated by agents who can use the co-browsing tool, the personalised knowledge database and can send special offers and links to the visitor. With Click to Chat and Click to Call, customers get the human contact they miss online; they obtain a fast and free answer to their question. Consequently, the average customer satisfaction rate after a live chat conversation is more than 80%. Working with customer service teams, the iAdvize tools can increase conversion rates and average basket values: 20% of customers who chat are converted into customers and their average order value is 30% higher than average.
Powerful behavioural targeting
An effective behavioural targeting strategy is key to adding value to a live chat project. This enables companies to connect with qualified visitors who are facing difficulties with their purchase, have a basket worth a certain amount or have been on a page for certain length of time. iAdvize’s extensive monitoring features can accurately measure, in real-time, your customer satisfaction, turnover and contact rates.
iAdvize is specialised in real-time online customer service and provides Click to Chat and Click to Call solutions. Combined with a behavioural targeting engine, these tools can increase conversion rates and optimise customer satisfaction and loyalty.
Founded in 2010 by Julien Hervouët and Jonathan Gueron, more than 1000 clients throughout Europe use iAdvize today in order to improve their real-time online customer service. Clients are from a wide range of industries, including ecommerce, banking and insurance. iAdvize is the leader for live chat in France where its headquarters are based and has recently launched in Germany.
For more information, please contact:
Tel: +44 (0) 2034 450 590
Follow @iAdvize_uk (https://twitter.com/
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