BROUGHT TO YOU BY

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11! 17!

56"#$

#$%&'()*+*+,

about your brand

$!#$-*+,

competitors’ websites

'./*+, on

onholdwith.com

24"#$

/!*+- about what they

will ask you

$!#$- their phone

(%%- at your products

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visitor has a q0#"/*%+

he clicks on $%+/)$/ 0"

he arrives on 1%0r FAQ

he finds +% )+"w#r

he finds a '!%+# +°

he looks for !*" '!%+#

he finally $)(("

he’s put %+ !%(2

he finally r#)$!#" 1%0

visitor has a q0#"/*%+

he clicks on $%+/)$/ 0"

he arrives on 1%0r FAQ

he finds +% )+"w#r

he finds a '!%+# +°

he looks for !*" '!%+#

he finally $)(("

he’s put %+ !%(2

he finally r#)$!#" 1%0

visitor has a q0#"/*%+

he clicks on the (*v# $!)/

window

waits 24"#$

Gets his question )+"w#r#2

live chat email

social media

phone

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unexpected costs

56%

website is too complicated

25%

website crashed

24%

concerns about security

17%

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) (%+, /*&#

when they spend

checking out $r)"!#"

if the page (#3 $!#$-%0/

if the visitor

But is still on your site

never shopped online

of online shoppers are afraid their data will

get into the wrong hands

of online shoppers only trust well known brands

f%r r#)(?

Is your business ")f#(1?

Can I shop

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Full adress

Map

Also think to include the phone number to your customer service

photo of your agent

name

MSN chat

Outlook chat

Customer acquisition Customer retention

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/)-# $)r#

It’s a great way to

of returning $0"/%&#r"

I!f" #$%’&& '() *b$%) #$%r +%,)$-(r,

My name is Michael

I am a returning customer

Here’s my chat history

I come from the US

I’m browsing the contact me page

and more…

using 'r%)$/*v#

chat invitations

Spends more than 2 minutes on a product page

Send a tailored chat invite discussing specific product

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Look at Apple, they did something right and it wasn’t only marketing! (Go to an Apple Store and you will see)

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http://customericare.com/pricing/

www.customericare.com

Follow us on twitter @customericare

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