Empower Customer Support teams to generate more revenue

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i was supposed to count to five so hopefully i counted well enough and welcome everybody to another webinar from live chat my name is marcus and i'm gonna be your host today i'm not gonna be alone this time um i have a special guest from the city of lights mr arno hello marcos nice to meet you yes yes don't worry it's a french name pleased to meet you thank you for inviting me today and tonight for some of them or to this afternoon so i'm very pleased to talk about our experience in uh in live chats and thank you for joining us now because uh we we have a lot of um we will have a lot of questions and we will go through a lot of content that we things that we learned together uh live chat working with zapco as one of the integrations which it made a huge difference for a lot of business around the world especially nowadays so i think without um any further ado we should just kick it away let's go all right let me just move this to the side okay so our our webinar oh let me wait because i have the sound from from youtube coming in all right we're back so our webinar tonight or today depending on where you're watching it from is how to make the most of customer support and increase revenue in 2021. we really found all the buzzwords that we could find and try to put them in the title and especially 2021 so we make it relevant for at least 12 months for you to enjoy this webinar i'm just going to move it to the next slide one of the main things we're going to be looking at tonight or today is uh what is customer service and this is probably a very very cliche uh thing to ask but uh it's not it's not something that people define very easily how do you guys will define customer service or not i think it's something let's say the most important for companies because and especially now with some change you know today on the pandemic situation you know companies has to be closer to their customers and they have to answer as a the best way they can answer to to them so you know customer service is a very good link between companies and customers and of course customers are asking more and more things and due to this digital transformation a company has to adapt and find the right channel to communicate with those customers so you know customer service is key is key for you it's key for us as well i see that you have a customer service 24 on seven you know so yes do we do man we have people on the office well i mean not in the office anymore but we have people available all the time and talking that i'm talking about what you're saying about customer service a lot of people think customer service is just the phone it's just the person in the other side waiting for a complaint or is the tech support who needs to teach you how to set up your vcr if you don't know what pcr is that means you're young enough to uh to be here anyways let's move on to one of our colleagues martha kuzma found this very very good definition of customer service which is customer service is a connection that you form with a consumer by what you say do branding marketing sales and support so it's everything it starts when the consumer knows about your brand and you finish when they forget about it and hopefully that's not going to happen but customer service is everything that happened through the journey of your customer and the main goals of customer service is to offer something that they your customer want or need or appreciate to set and consistently meet their expectations and always add a little extra add these little extra touches to make their experience special we want to talk about why is it important customer service again if you if you are getting the idea of what is the concept behind customer service uh we're going to show you what's in here uh this is a graphic with you can see it here with the performance of different companies throughout 2010 and 2019 the blue line here is the average of standard and poor performance standard pro 500 and the yellow one is a selection of companies also an average that invested heavily in their customer service so this is like the the ones that we found are the top 10 customer service focused companies and as you can see the difference between the performance of the average versus companies that invested a lot of customer service is huge and that's something that definitely make the difference on their earnings so it's not just about delivering a great experience it's about making tons of money but marcos does it means that it works for other companies that are not on stock markets so because we are not yet there so i think it works in any case the definition of how we can perform better i suppose exactly so it's it's literally it's just it's a good example of what can happen when you turn into customer service when you your main focus and you become a customer-centric company when the customer is everything and you provide that excellent service so why is it important is a broader idea includes branding marketing sales and support includes everything that you do into delivering a service into delivering an experience customer service is a promise to your customers creates brand loyalty it's a great source of consumer insight because you're creating this relationship they they started talking to you you're not here and they're there you guys are together super cliche but yes and of course you say on pr because your own customers are the ones spreading the word about your company because they believe they love it and they're part of they're part of the whole little ecosystem that you create with them um these are very interesting numbers that we got i think this this one's game from hubspot 90 of consumers are likely to purchase more when they have great customer service that means if they buy one from you you deliver great service they will buy again that's 93 of the consumers will be will be coming back just because you deliver an excellent customer service and i keep steering the idea that you have to remember that customer service is key not only to deliver a great experience but also to make money and and this one i'm going to ask you or not because i know um french customers are uh tough yes we talked about this before but what we found that 51 of customers will never do business with a company with bad customer service at least in my experience i am from chile so i have this latin blood that i should be getting mad at things but i don't get mad i don't even tell companies when they do something wrong on my case i just don't buy from them anymore i'll just walk away i think it doesn't really depend on countries it's more a mentality i'm mainly like you you know if i don't have a good answer from the company most probably i will just turn back to another one and find a new offer so i think yes you're right french market has this stuff uh but all marketers are tough you know if you you you don't really provide a good answer and of course we can really see difference in term of of country about you know the channel they will be choosing you know some there are chats some are messaging some voice those we can see some differences between countries but mainly you know again these numbers are very frightening for a customer for companies that really doesn't really take care about customer service as a very important matter and the main goal of today's webinar is just not only to for you to understand how important customer service is but how it makes a difference so we have a bunch of different examples here of what's happening with customer service now um if you haven't heard a pandemic hit the whole planet and apparently people's been locked down and did that make a difference yes big huge difference on the way we act as customers um just in the plane of the support and playing in the plane of customer service um usually people we had an average of 10 of difficult requests right the people will evaluate the requests as that's a difficult one um it grew off to over 20 which is a huge growth if you think about how how bad a request can get or how difficult a relationship with a customer can get um the whole times which is basically when we lit we will tell you we'll try to fix this just give us a second increase incomes by as much as 34 and that's not only because there's nothing to do with the tech here now it's just the people people change people wanted immediate actions uh we didn't have enough people to answer some of these calls because people were staying at home or that we just didn't have enough information on what was happening every and that's why the escalations here they skyrocketed skyrocketed to 68 more than 68 percent don't forget that right now even right now i mean right now it's a bit better but there was a lot of stress on this whole process so people didn't take no for an answer and customer support didn't have enough tools to handle stressed lockdown people so the pandemic didn't really help us in any way um but e-commerce are known which is something that you guys are very related to you um you're working with a lot of companies in e-commerce and providing uh calls for the support which we're gonna get into it are going to talk more about that but e-commerce were expected to increase like year to year like they always do but um they grew 32.4 which is huge i mean if you if you know a little bit about business a 32.4 growth is very nice especially when you're talking about e-commerce that brings billions of dollars to uh around the move billions of dollars around the world and and the other side brick and mortar falls 3.2 percent people just it's not people are not buying from stores anymore the online orders increase at 56 percent just in the us and if i have to tell you my own like i don't buy stuff in the stores anymore i just order everything i i mean i'm a bit anti-social too but but now i have more reasons to just whatever i will order everything uh best buy if you are as old as i am you know best buy he's been around forever he was about to go basically bankrupt but he saw a massive growth of 105.5 percent target huge one 103.5 percent and kroger 79.2 these are stores that they've been around forever they didn't have their e-commerce well planned but they managed to grow because people changed their habits even amazon the poor amazon who doesn't make enough money so 39.1 year over year in 2020. yeah you want to say something or not yeah i mean those those figures are are amazing in fact because we we really see a big shift during this pandemic of course as you say shopping now you have to do it in france before 6 p.m so you know you have you have to run if you want to do that but but really the shift on digital has been increased you know very very strongly during this period so you know it was a big change for some companies and they were not already for it but you know many of them you know did this change they find the tools they find the team they have to change our organization and you know when i saw this number and some e-commerce platform really managed to to to leverage customers through that different through this period it was it's fantastic in a way okay it's hard for a brick and mortar you know sector but again you know uh it's a big change and uh it's a big change for digital so it's quite nice for us and and most of us are in the digital world so we know that this is it's a change that we were expecting not as big as it was i mean i i'm still surprised and the key of all this is adaptation right we we managed to create support before arnold came up with an amazing idea to create snap call and we had to we all had to adapt to a new a new way of doing things and i'm not going to say new normal i'm not going to say it but things are happening in a different way so companies that manage to adapt to what's happening right now they are making money a lot of companies they couldn't they are bankrupt right now a lot of their a lot of them they're losing money uh even if you look at examples like restaurants a lot of the restaurants that they were only focusing on don't worry we'll sit two or three people here and we keep going they're losing their money they're losing their business however companies who manage to turn into a digital way of selling and deliveries and online shopping they're thriving they're getting a lot better don't forget i want to throw a number here that um my friend shimon bias wrote 48 of the customers want to report their issues to the company by a phone and this is my intro to what are not going to tell us people want to talk to people i know we can provide a lot of text chat bots many things for people to solve their problems but there's certain level at the certain point that people want to talk to people and still let me see if i still have it still this works people still work into using a phone and calling people with that being said are now i'm gonna pass the microphone to you so you can tell us more about snap call and how are you guys making the difference on customer support and customer service thank you marcos so yeah just to go back a bit on the story between live chat and snap call it's a nice story because it started you know during summer before last year and uh we started to be in contact with livechat and we say guys we have a project you know we we like very much voice but digital voice and and you know digital channel and uh and already you know three four years ago we saw some big shift about how people were consuming and how they were going online and and of course for us it's uh we are use about a voice interaction with a phone number but we saw that uh it was not really linked with a digital experience you know people come to a website and and finally they have to take their phone number and and and and dial a number and go to us you know type one two three whatever so we wanted to do something more embedded and when i say more embedded it's because you know when you look for something when you go now online you want to get everything from these platforms and the calculation we did is that 60 of interaction in customer support are voice and of course it's cool 60 so it's high but we see that now it's going to change the percentage is going to change it's going to be decreased but it's going to be more qualified because voice is about qualification you you don't want to give voice channel to everybody so that's that's that's one thing and what we have been seeing with customers and companies they really want to to to see like an escalation pass so now when you go to a company you want to chat or chat bot you start with a chatbot conversation you go to a chat for first escalation you know you will talk you will chat with somebody or you can come from messaging uh channel and again everything will go to to light so we we went to to you and say okay but let's go to the next step and let's go to a voice call and some other you know channel like a video later on so it means that again it's it's a pass me for example i prefer to start with a chat bot because i qualify my needs i will go to a chat i will talk to somebody and after you know let's say let's go for a call so this was the experience we wanted to really to uh to highlight and put in in place in live chat and we we managed to do it very fast because your platform is was really ready for us so we were yeah very happy to do that so and very quickly when we put uh our uh snap call you know onto the marketplace uh of live chat you know we we we started to grow very very fast and we get a lot of customer feedback it's for that we are doing a lot of things now you know ing to live chat requests and customer requests but this is a big change voice is going to be embedded on chats let's say a channel but that's key what you're saying because um not everybody needs to talk to someone i mean not every company needs to have or not every company needs to use a voice call as the main channel of communication that's i think you put it very well when you say you start with a chat bot if it if you really need a person you'll get a person but the things escalate to a way that you need to have a call you can have a call exactly and and sometimes it could be even stronger it's the the team the agent will decide to say let's make a call because again sometimes you want to manage yourself uh let's say to to really uh if you don't have any enough availability so you know it's better to uh to to to choose as an agent to to choose this channel so but okay so let's go to the presentation of course okay so to go on and and let's give more flavor of what's happening on live chat you know this one looks really nice i'll let you go take us through it okay in fact this is a story just a screen capture of the experience so there is two side agent experience on the left one and customer experience on the right one so uh on here on this example uh jane is a support hero agent so she will be you know providing me some answers so it's pretty simple so on the right side you see the the live chats and i started an interaction with jane and after let's say discussion uh jane can decide to uh to propose a voice call and and what is important here it's to stay embedded on live chat experience i'm not going to do something else or provide a phone number change channel you know disrupt you know the communication so i want to have this voice experience inside the live chat and this is very nice so as you can see uh we jane is sending a call invitation i just click answer the call and straight away you know this small view uh happen and the call is straight away from my web browser or it could be from a mobile application as well so that's why i told you before because i i saw this before and it looks so clean and so like easy to do it it's not like all right let me try to open my other software to try to call you just it just happens yes exactly it yeah because customer and customers need you know simple things they say they are there they don't want to to have an explanation they just have to click it's what they are aiming you know just to get the answer by clicking on a button and in the same experience on on the agent size uh oh just can you just come back on the other slide yeah yeah and on the engine side it's it's the same story you know we keep on the agent console that you are familiar with because this is a live chat item console and during this uh this thread you know you just have to click on a button and straight away the call invitation is sent and the call reception is inside the a10 console so again what we wanted to create it's a effortless integration as well so because when we talk about voice integration always people always think about complexity but at the end of the day we just wanted to make it simple and what we did with livechat team when you go to marketplace you click and it's done it's done it's available for all your agent nothing to uh to configure everything is set up straight away and as you can see the benefit for form will goes uh through that but for customer it's digital it's free and for er for agent it's completely embedded so this is a first look on how it's how the experience looks like inside live chats it looks awesome and and just so you know because i'm not sure if you have access to that but i just want to give a shout out to monica and from ece they're saying they love uh snap call and i'm gonna guess it's melissa from uh from valley driving school which is one of our favorite people in there that snapchat has been a lifesaver so you guys are saving lives you're really making business happy so that's good okay don't do too much you know i'm going to be read but uh yes we can talk to we can go to the next slide and and talk about you know melissa and uh and yeah we have we have to change you have great customer and we have a great customer now so you know uh melissa was one of our first customers and uh and it was really great to to work uh with her at the beginning and we are you know uh we are on slag with her and we are exchanging and asking you know what do you think about this feature or whatever so but let's come back to the to the first uh you know let's say the benefits that she she could highlight on our solution so the first thing that as we say you know it was a big shift during this pandemic situation you know people were working at the office they had to work from home so they could not pick up their phone system and bring it back to home so you know uh with the snapchat line live chat you just connect and you can pick up calls at any time of course uh one thing that is important is during this pandemic period you have you have seen on your side that you had more chats uh it has been increasing a lot your your traffic but voice as well because you had to connect people people could not go to a shop and talk straight away to somebody to a seller or somebody so this voice conversation was even more important because you know customers were looking for for this connection there is something that's that's changed as well from from the the telephony system is that when an agent has a phone number it doesn't want to give it to a customer because the customer can call him back at any time so you know it's again as we show it it's going to be pushed by the agent so when the strategy is ended you cannot call again so they liked it a lot and and of course uh when telephony system crash you know uh it's going to be hard to to fix it and and to to move it to another system so with us you can have you know live chat and stamp code at any time any anywhere you want you just need uh internet connection so so yes it was big help and uh for us to have media as customers and to have all those feedback and i think we are giving back uh you know some some good uh let's say uh let's uh experience as well for for her and her team and that's something i want to highlight about that is that that feedback from this the actual support team and if something that we learn in live chat just keep your support people happy and they will keep your customers happy so make sure you listen to your support team on these ones you want to go to the next one yes exactly so uh jennifer i'm going to talk as well for biomat in first head of sales of biomat and uh and and again same we are going to to go more on the sales let's say need but let's focus here on the benefit of how we can streamline uh customer support as we said before when you have a phone number everybody can call you you know at any time and can call by the same agent you know but as it comes to a qualification process you can reduce the number of call and do whatever you want you can put it as you say configure on some chats on some pages whatever you have the power to do the let's say the flow you want to have ing to your agent availability and uh and again ing to your priority as well in business so again the big thing that judy fair was telling us is was how you can stay in the same conversation from a chat to a voice inside the same conversation you can go chat voice after voice you can go back to chat so you know it's it's seamless and and again you really need some time to help some specific customer and and in that case you know you don't have to look some other way of connecting so voice is ready just click on a button it and it's it's good and and if we just want to focus a bit on on the experiences for jennifer it was how to help customer on some complex situation because voice it's it's mainly not for basic uh it's how you can explain on a different uh detail on a digital journey specific one how you can help this kind of customer for a specific reason and i think it helps to resolve this kind of things i really like that that kind of i love when when companies do stuff with their customers directly because you talk to all these people it's not that you get yeah we we talked not to all the customer because we have already 165 i think on live chat so it's it's it's a good start it's a good start but you know you have 31 000 customers so you know we still have some some some so we're getting there we get in there but yes important to our feedback and and you are very close to your customer as well so you know it's good that we have our feedback and you can get the feedback as well from from the same customers cool here's a here's a an example from our friends at dc right yes he's here clary and and her team you know it's uh it's really because they have again these three customers has different needs and they they are covering some different support or sales activities and um and for for ec it was you know one thing was important is how they could cover uh all the countries that were calling them because sometimes when you you have a company and people call you from france from u.s from italy spain whatever again you usually you have to provide phone number on those countries and finally with our solution you don't need to have this complexity of telephony so everybody can call you and what was important for them was to really do to adapt ing to their to the customer need uh how they could uh fit to the right channel chat voice and you know they were really sometimes at the beginning because due to kavi they had to really switch only to chat the voice was not ever available but finally they put it on a process to say okay let's focus on this kind of segment let's focus on this customer and let's let's bring the right experience to who's calling us so it's it's it's very nice experience let me just keep going um because we have a little bit in depth right after this but um so why why is it in your opinion i mean you started this company for a reason why do you think engagement with voice is making a big difference engagement with voice is important when it needs to be you know proposed to a customer and what we show now at the screen is a configuration a special configuration you can do through the rich greetings of of live chats and again when you come to a site and you're there just to to see what's happening and you know you try to find a product or a clear product or you are stuck on the purchase a digital journey and what is nice here is with live chat we can do this kind of animation and say guys hey we are here you can chat you can talk you can do whatever you want and this is something you can configure from your rich greetings it's engagement process through live chat and it's very nice very sexy so you know it shows to your customer to your end customer that you are there and on the specific request on this specific digital journey we are there and we can help you just have to click just tell us what you do want to make a chat or request a call but everything will be there and we can help you and and again you can create a fantastic experience with just three four clicks in in live chat and uh it's it's there and people are happy with it that's and i i really like how the rich reading looks because it gives it gives the customer this feeling of friendliness you know i mean it's like oh all right so i could talk if i want to maybe i don't want i'm just going to chat and so having that option there is is i think is very it's very friendly it's it's very nice for the customer you know i mean there's no pressure on top of it it's not like this is the way we're gonna do it this is you have options so it's it's pretty cool you have option and what is good after you can really measure the number of uh chat start conversation or request call conversation and after you know what we see most pro most in all cases that whatever people are asking for a chat starting with a chat he can go for a call and if he wants to call he goes back to a chat so after at the end whatever the starting point at the end he will benefit of both channels this is what we we are intending to to do with rich greetings but to pop them and this configuration of it is very simple on live chat it's how you can pop them for the right customer you know for a returning customer for example or a specific journey and that's cool that's cool thing configuration we already um getting some questions on on the chat but um just just you know shout out to oscar oscar i will ask that question a little bit a little bit later but don't don't go away i will and some of our friends that they just left peter and zayn it was great to see them but they're gone um and yeah we we're gonna get to the questions we're almost towards that point and best practices this is my favorite part because i wanted to talk about what um what the experience with melissa uh brought right so having this this this whole um system in place you you can chat you can call you can you can connect in a better way first of all they decrease the ht which is average hold time and they boost the nps which is net promoter score that means that they provided a better service but not only that their customer decided to promote to uh to agree and enjoy and be satisfied with the service that they're providing right yeah in fact yes kpi are very important and metrics are always important when you supervise a team and and again you have to focus on some of them uh i think average handling time and nps are very familiar for for for most of the people that are looking at the video today and and it's very funny how you can really uh improve uh decrease ht you know having some some chat on phone call because sometimes some chat are uh are killing your hd and how you you can solve it you know for phone calls or how you you have a customer starting a chat and call you after and has to explain because he's talking to a different agent so you know those kpi really makes sense and uh and i guess what is important for for for team and supervisor is how they can bring better nps how they can measure be measured on that and have all the channel on their power to avoid any frustration for the customer so that's what we are expecting to do and um i want you to talk about because you you uh you guys talked to jennifer directly and i i remember she brought you a lot of feedback so what did they learn or what are the main things that they got out of um out of this experience uh in fact what they they really learn it's in fact it's how they can really manage the customer relation as they wish again if they need to close a deal they will they will take time to this customer and and and and push to a call it's really to see how they can use it for support and and sales and at each time to see how they can measure some some some good result doing that and and again the story just begin and we will have more feedback and we'll see more metrics and everything but again it's how you can be from a live chat providing an only channel experience whatever com people is coming you can provide a set of channels uh you know from messaging chat chatbot and voice so it's what you know customer expects only one entry door to the customer service and it's what we need so after the overall experience is you just want to deliver something that is is solid something that people will come back for it right and that's what we're saying in the beginning don't forget the customer service is basically everything so it's not just it's not just this bit right it completes this bit makes it better this bit is with the actual conversation with a customer makes it solidifies the relationship but don't forget the customer service after all is the whole experience and uh on that we wanted to bring some stuff that we learned in live chat four points that they're very important not only to i mean to the whole company but we got this directly from our support team what are the main things that they value what are the best practices to deliver a great customer service and the first one is engage it's not about answering questions it's engaging into a conversation creating a relationship with with your customer you we we don't really really wait for customers to give us just the information and we'll we'll come back to them right we we ask questions we want to dig in we want to find out more or what's the problem so we can solve it somehow would you agree or not of course i mean it seems to be uh simple but yes it's it's really the way that customer service should work so yes of course i agree the other thing we wanted to make sure you get from our best practice is to respond and obviously that doesn't mean that uh don't don't say anything to your customer i mean respond in a way that deliver that service deliver that answer deliver that thing that they're looking for if if there's a tech problem do that if uh just give the the missing piece that the customer is looking for so you can complete this experience um we have tons of data that we collect in in our in our tool in live chat and it's a lot of data that's available for your team as well so you based on that you can respond better you can foresee things you can get ready for common questions that they come back or common issues that your product might have having this all this whole information ready for you allows you to respond better and to solve those problems when we talk about nurture um this is when the a little bit of the human touch uh is coming doesn't matter if you i mean we are available 24 7. but that doesn't matter if you're not creating something with that availability if if you if you cannot have customer support available that long you provide something else you have a chatbot available at off times that's going to inform the support that once they come back you create proper tickets you have a whole system that is there to you engage to respond and to nurture into a relationship don't forget that after all this is a business we are there to serve but we're also there to make money and the more we push to this into these best practices the more the more we do for our customers and the better customer service we deliver the more money we make so is keep that in mind and going back to the data point you need to understand what's happening with your customer and with your team is your team really delivering the questions that the customer is coming for is are we delivering that customer service and the only way for us to find out is to go through different reports look at our aht look at our nps look at our different different numbers that we set for ourselves you probably um are not you probably have your own kpis for the team uh either in sales or in support yeah for sales yes the main one is conversion rate of course you know it's how you know how many how you created a funnel and how you are going to convert it and how you make it you know sustainable and more industrial uh but for customer support yes we're starting to set up you know as we say hd nps are the main one and as you know we're starting some new experience we really want to be close to our customers these are in our dna and you know again when you start services and you see that the online market is changing you you really want to to to get the the thing from customer what would be make the difference again when a customer is struggling with his tool uh and he wants to to create a nice story you have to to just listen and say okay there is something to do and you know that that's beyond you know the normal kpi it's to be very close very close to get a lot of feedback and see how we can manage exactly bring the same experience and and the best part of having live chat together with snapcode is that you can access all that information in real time you have reports like 20 or 20 plus reports that you can access like that and measure what you're doing if you don't measure you're not doing things right you don't know what's happening for real um with that thought in mind we're trying to give you a whole idea of how important customer service is and how to provide a step forward you have live chat at snap call and you have a whole opening channel service that they can cover different needs different levels of escalations or needs for your customer don't forget and we wanted to finish with uh with a little bit of this uh slide industries are growing and the industry that they're using the product growing faster than other industries right now uh pandemic and all e-learning 200 billions in global market size in 2019 it's going to reach over 370 billion in 2026. retail is going to grow for uh sorry double in 2023 is 3.5 53 trillion last year 6.54 trillion and i i can't believe i say that worth trillion um grocery which something we we consider so normal before just people with with um in the grocery business just just survives fifty percent of the five u.s shoppers agree that they have started buying groceries online or made more purchases to the pandemic i'm sure we all remember the toilet paper fiasco when we all went crazy and just bought toilet paper for some reason and the food delivery which i have a friend that started doing this right right before the pandemic and now he is let's just say okay projected to reach 200 billion in revenue in 2025. and rental believe it or not ride sharing is another industry that's forecasted to grow high over 50 and reach 117 billion by 2021. these numbers are not um small numbers uh that means there is money for almost everybody around just to go and get it and what's going to make the difference for your business to stand out and be different and be better is provide a better customer service uh bef we're going to have a q a right now i just wanted to finish with a little quote we're going to have a q a and then i'm going to answer now what's coming with snapchat because i know he has some uh some cool ideas and some cool things that are coming soon yeah um this this phrase i'm not sure who put this phrase because i didn't write it i think it was my friend shimon here um make a difference by delivering an extraordinary customer experience sounds like a super cliche obvious thing to say but it's not you're not doing this just because you're being nice or you're having a very gentle business you're doing this because you want to make money and the way you're going to make money is delivering a great customer experience so please if there's something that you're going to remember from this webinar is live chat snapcall deliver an amazing customer experience and that's going to make you happy because you're going to make more money as a business now let's jump into some questions there's one from oscar this is directly for you or not so you hopefully you have these numbers or at least an idea what is the percentage of people that engage with voice proactively so there is it's i have to be careful about a rough number to to to give you and again it depends on industry it depends on on digital journey but uh at the moment you know it could be you know ten percent it's what we're what we are aiming at the end uh is the sixty percent of voice interaction that you have today on the customer interaction will be shifting to ten percent when it comes to digital so this is a number we have in in mind so whatever has been pushed by the customer as call request or push by the agent we are aiming and we are thinking that this transition transformation we will be running to a 10 voice interaction is more of a of a really dependent case the case i guess right like um yeah i'm guessing not everybody will jump in and say i need to talk to an agent now like i need a new call yeah it's going to be different processes than that we we have today with a phone number you know phone number you pick up the phone you you die and let's go no it's going to be more qualified i say so you know again companies wants to it's not to reduce but to really uh be powerful about the number of calls they will have inside the company because it's different organization to have you know real-time communication so again what we see and for example if i come back to the first part of the sentence oscar is the people that proactively uh ask for for it when we started to to put a let's chat and let's talk you know on some rich greetings we started to see really some some some some more engagement from customers because they say okay i can do it from from here so and we started to see you know like uh growing up by five ten percent of interaction already so many things will change about how you want to to propose calls so and agents agency is a good question as well it's how you put a voice into a process uh because your agent are making chats so sometimes they are not you know they don't have the they are not managing voice channels so it's a it's a long run and again when it comes to a process it works very fine so you know uh agent doesn't think that they are doing chat or voice you know they can do both but again uh it's what we did at the beginning we started to work on reward to see how we can increase the voice interaction and it's what we see month after month we see more and more interaction because again we are taking care of agents how they can let's say propose this voice call so again it's a start but at the end what we have in mind is that going to be 10 uh will be through this kind of inbound or outbound goal in digital way it's power to the agent i i i think that's um that's that's a good thing i mean i love the idea that the agent can control the situation better and without having the the customer just to call over and over to for someone to answer uh the is evalina was asking how do you plan to develop integration between live chat and snapcall is already there evelina the integration is available for you in live chat so if you have a live chat um account if you have the software just you can sign up for snapcall uh in a seamless way and you'll be ready to start using it um i know kwei was asking about um about different actions on live chat that's that's not really the our business grey i mean you have your own support team and you have to think of what customer you are catering for so if you're going to deal with american customers it'll be probably better for you to handle a very good level of english same i'm saying with england any english-speaking country but uh american customers usually is a little bit more demanding on the way they the the customer support works um and something evelina also asked is some new features are functions so because i i was looking forward to this i'll come back to the chat afterwards but what's coming for snapcode what's what's news what's new yeah we have already shared with some some of with live chat of course and some of our customers we we got uh uh many requests and the first one was uh was screen sharing is how you know you start a chat a voice and after you can screen share because you know when you are on on a online you know why not to go to their to a more rich experience so screen sharing is really at the moment we are testing it we are seeing how we can put it on the process with uh with a chat and with customers and when we say screen sharing of course we are saying about video so video is a is a big trend uh four years ago um we were talking about video you know like that but uh on the last last year with a pandemic situation you we we are you know we are on the video now so we see that uh video is going to be very helpful to make a stronger relation between the customer and and the agent so what we see today and what's going to be ready very very soon because we're testing it now is how a customer will probably screen share uh his computer so like that the agent can answer very fast and again we are we can talk about aht again it's going to decrease ht because agent will see you know there is no more frustrating for an agent you know asking where you are what is your issue whatever when you see the screen it's it's really it's really nice to go forward very fast you can advise as well you know for some products so this is one news we see and second one we see the agent will be probably sharing their their their their video uh because you know to create a stronger relation so this is coming it was planned from from the beginning but but again what we want to do is accelerate yeah exactly accelerate and again we wanted people to uh to start with the voice conversation and escalating to a video so you know we are having always the same strategy chatbot chat call and video and like that you know we we we give a big ramp up a very nice ramp for for agent to to increase our relation with the customer so yeah it's what we are going to propose very soon that's that's pretty cool you're right i mean um there's a there are a lot of things from the pandemic that they're probably going to stay uh there will be an increase in digital interactions so having video available i mean i can i can foresee that being used by medical uh institutions i mean lawyers anything that you can instead of just going for an external app that is zoom or whatever you can have everything in once just have the whole experience in one place yeah we see it for online shopping as well because you know when you go to a shop sometimes you want to have some information a basic one or whatever but you know again seeing the products is going to be a big advantage so you know again we are we are going to just stay at our place or just make the technology available but i'm sure that your customer will find how where to place it how to create new experience with our customer and this is the most important or no i just want to thank you um those are the questions that we have for now if you have any other questions feel free to reach out to us in our different social media if you have any questions for our note same thing go and check what snapchat is doing because it's amazing um hopefully you learned something today and if you do and if you did uh make sure you like this video subscribe to our channel and we'll see you next time my name is marcus that was arnold and thank you everybody or not thank you so much for coming thank you marcos thank you a lifetime team for making this possible today have a great day bye-bye youtube bye bye