QualicanalidirelazionedigitalepossonofacilitarelaCustomer
Interac6on?NICOLAARCIERI
Digital&Innova6onVicePresidentTELEPERFORMANCEITALY
#customerdayTP
#DIGITAL
2
#customerdayTP
43
Customer Day 2016
#customerdayTP
Customer Day 2016
Excelacom2016
Cosa accade in Internet in 60 secondi
#customerdayTP
Fonte:DaApolimi,Audiweb2015
59,8 mil Popolazione Totale
41,1 mil hanno accesso a internet Annual Growth = +3%
Global Internet Users @ 3B Annual Growth = +9% Europe @ 616, 73% penetration Annual Growth +4%
Italia
#customerdayTP
AnnualGrowthMOBILE
+6,3%Il73,4%derivadaidevicemobili
+10,3%UtenAonlinemese 84%deltotAcAve
SocialUsers28mil
+9%
Digital:Italy
20,3mil22,4mil
47:5550:48
22mil24mil
ACTIVEMOBILESOCIALUSERSTEMPOONLINE
=Mobile
#customerdayTP
Fonte:NetRetail,HumanHighway,Netcomm,marzo2016
18,8 mil acquirenti (raddoppio in 5 anni)
21% via App Mobile
Global Turnover @ 2,6B Annual Growth = +16,7% Europe @ 612 Annual Growth +13,7%
Ecommerce Italia
@ 28,8 Annual Growth +19%
#customerdayTP
97 42 10
84 71 0
50
100
150
TV TV Sat Smart TV Radio Internet
70%UtenAmobiliusailclicktocalldalmotore
diricerca
42%Deiconsumatoriacquistasumobile
61%dellericerchesumobilegenerauna
chiamata
Ecommerce
72%O2SFactor
Showrooming
83%
Usalosmartphonepercercareprodo^
all’internodeinegozi
Consumi mediatici
%
0
20
40
60
80
100
120
140
160
TV Radio Internet Mobile Tablet Smart TV
Advertising: crescita
%
Fonte:HarrisPoll,DigitasLBi,IdcRetailInsight,Hubspot,GoogleThinkInsight
+ 152%
Ilruolodelmobilenelpercorsodiacquisto#customerdayTP
#customerdayTP
Mobile Mindset Personalization Online/Offline
TrenddellaCustomerExperience
Omnichannel:Regiadeimedia#customerdayTP
33%deiclien(mantenu(daaziendeconscarsoapproccioomnicanale
89%deiclien(mantenu(daaziendeconforteapproccioomnicanale
Fonte:AberdeenGroup 12
VS
L’interazioneomnicanaleTRIPLICAilmantenimentodeiclienA#customerdayTP
43%Il43%dellerichiestealservizioclien(provienea9ualmentedaisocialmedia
54%Il54%dellerichiestealservizioclien(nel2016proverrannodalleappintelligen(didisposi(vimobili.
70%Il70%dellerichiestealservizioclien(nel2016proverrannodaWebChat
L’interazionesemprepiùomnicanalenell’eradell’iperconnessione
Fonte:RapportosulbenchmarkdelcentrocontaOglobale2015diDimensionData 13
CallCenterRemarke6ng
Googlesimilaraudiences Facebooklookalikeaudience
Twiaertailoredaudience
OBJECTIVES
Dataenrichment.ExpandcustomerdatabasetoimprovemarkeAngandsalesefforts
CRM1
Sales
CPA
2
3
› LOYALTY› CUSTOMERSATISFACTION
ROI
TRAF
FIC&W
ORD
OFMOUTH
CallTrackingIntegra6on
ADVERTISING
TV
RADIO
PRESS
INTERNET
DISPLAY
NATIVE
SEARCH
TOUCHPOINTS
WEB
VoiceInbound
VoiceOutbound
MobileApp
SocialMedia
ClickToChat
Retail
CUSTOMERSERVICE
OMNICHANNEL
CUSTOMERINTERACTIONS
DIGITALMARKETINGINTEGRATION
15 15 UsareilcalltrackingperaZribuirelevenditetelefonicheairicavigenera6daspecifichepubblicità,campagne,keywordsearches,referringwebsitesodaognialtrasorgenteditraffico
Keywords Optimization Measurement Protocol
Internet Users Keywords & Display Adv
Click To Call
Offline Data Collection
Scoprirequaliadsgeneranovenditealtelefono,qualinon.
Universal Analytics
Sales
Integrazionetelefono-canalidigitaliperunastrategiadiacquisizionepiùefficace
TOPFEATURESANDBENEFITS
CosteffecAve
Usingyourown(free)data
Speed
Measurableresults
Easeofsetup ExampleprovidedforillustraAvepurposesonly.ResultswillvarybypromoAon,product,industryand
salescycle.
HOWDOESITWORK?
Acustomercallsyou
Youcollecttheirnumberintoacustomaudience
UsethatdatatodisplayonlineretargeAngadstothatcustomer
CUSTOMERINTERACTIONS
acustomerinteractswithcompanybusiness,showing
interest,butdoesnotpurchase
ABANDONS
TPprocessabandonedleadinformaAoninacompliant,
secure&privacysafemanner
REMARKET
TPfindsthatleadonlineandshowscustom,relevant
adverAsement
SALE
Thecustomercallsbacktopurchaseortheycomplete
thesaleonline
CallCenterRemarkeAng:perrecuperareleadpersiedincrementarelevendite
c
EntertainmentPayTV
ConversionRateraddoppiato
VenditeOnline>35%1utentesu3cheusail
C2C,acquista
BESTPRACTICECalltrackingintegraAon(GenericOffer-Web,Product
offer-LandingPage)
+80%
22%WebSiteLeadConversionRate
UAlity 69
31
0
20
40
60
80
LandingPageLeadConversionRate
FinancialServices
M,44,2F,
55,8
27%WebSiteLeadConversionRate
Lifestyle
40%
ConversionRate2,8 2,7
0,5 0,2
0
0,5
1
1,5
2
2,5
3
1,6% 4%MobileSocial
DesktopSocial
Energy
Gas
%Sales
29%WebSiteLeadConversionRate
IncrementalConversionRate
ClickToCall
CallCenterRemarkeAng
10%Re-engagementRate
ResultswillvarybypromoAon,product,industryandsalescycle.
Social
Organic
Display
ResultswillvarybypromoAon,product,industryandsalescycle.
ROI
+12%LOYALTYReturningVisitors
Budgetadv
CPAClick SalesConversionRate
c
ReturningVisitors
AverageConversionRate
1,5%
UAlity
+22%LOYALTY
IlconversionratedeisiAe-commercedelleaziendeitalianeèinmediadell‘1,5%nel2016,ovveropiùbassodiquelloregistratonel2015enel2014(1,9%)
FinancialServices
VOICE IVR MOBILEAPP WEBAPP CLICK-TO-CHAT
VOICEPORTAL FACE-TO-FACE VIDEOCHAT E-MAIL
SOCIALMEDIA INSTANTMESSAGE OTHERS
LACUSTOMEREXPERIENCESARA’LASTESSASUOGNICANALEEOGNIDEVICESCELTO
#customerdayTP
VOICE IVR MOBILEAPP WEBAPP CLICK-TO-CHAT
VOICEPORTAL FACE-TO-FACE VIDEOCHAT E-MAIL
SOCIALMEDIA INSTANTMESSAGE OTHERS
PERMETTIAMOAICLIENTIDINAVIGAREATTRAVERSOTUTTIICANALI
EDICONTATTARVIOVUNQUEEINQUALSIASIMOMENTO #customerdayTP
Teleperformance
20
Conpiùdi40annidiEsperienza:Lapiùgrandeaziendaalmondonellages6onedellaOmnichannelCustomerExperience
Fondatanel
1978
311contact centers
paesi
Presentein
65
OffreIpropriserviziinpiùdi
75
190.000+persone
Lingueediale^
4
160+mercati
#customerdayTP
22
Q&A#customerdayTP
Grazie
FORMOREINFORMATION:
www.teleperformance.com
FOLLOWUS
/teleperformanceglobal
@teleperformance
/teleperformance
blog.teleperformance.com
/company/teleperformance
#customerdayTP
Top Related