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LIVE
#RelateLive
Retail:What you need to know
LIVE
#RelateLive
Laura Pappas
Head of Retail & eCommerce Marketing
Zendesk
@laurapappas17
LIVE
#RelateLive
Holidaysales
• Up 4% to $616.1 billion in 2014
• December sales are 13.5% apparel and accessories,
electr...
LIVE
#RelateLive
The bestserviceisself-service
• Self-service is the most popular support channel
• 40% of callers have al...
LIVE
#RelateLive
I’m in a hurry
• For 77%, valuing their time is the most important
thing a company can do to provide good...
LIVE
#RelateLive
To chat ornot to chat
• Customers who chat convert at a nearly 3.5X rate
• Increased average order size o...
LIVE
#RelateLive
Going,goingmobile
• Q3 2014 11%
• Q4 2014 13%
• Q1 2015 15.5%
Source: Internet Retailer, June 2015
LIVE
#RelateLive
Visual revolution
• The average human attention span has dropped
• 12 seconds in 2000
• 8 seconds in 2013...
LIVE
#RelateLive
Whataboutsubscription?
• Subscription demand follows retail & ecom trends
• Recurring billing results in ...
LIVE
#RelateLive
Born digital,gettingphysical
• Customer expectations are high
• Systems are fragmented
• Don’t reinvent t...
LIVE
#RelateLive
Support yourin-store support.
• They are the face to your brand
• Listen, they have a lot to share
LIVE
#RelateLive
Don’t manage the experience,
Be the experience.
LIVE
a zendesk conference
#RelateLive
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Retail what you need to know

At the Relate Live conference, Laura Pappas, Head of Retail e-Commerce Marketing at Zendesk, explained how to increase customer satisfaction and loyalty in the crowded eCommerce space — analyze and discuss best practices for customer self-service, how to strategize an effective channel mix, and which tactics are most effective for handling the high-volume Holiday Season.

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Retail what you need to know

  1. 1. LIVE #RelateLive Retail:What you need to know
  2. 2. LIVE #RelateLive Laura Pappas Head of Retail & eCommerce Marketing Zendesk @laurapappas17
  3. 3. LIVE #RelateLive Holidaysales • Up 4% to $616.1 billion in 2014 • December sales are 13.5% apparel and accessories, electronics and sporting goods, 23% jewelry Source: NRF
  4. 4. LIVE #RelateLive The bestserviceisself-service • Self-service is the most popular support channel • 40% of callers have already searched for answers Source: Forrester, North American Technographics Customer Experience Survey, 2014
  5. 5. LIVE #RelateLive I’m in a hurry • For 77%, valuing their time is the most important thing a company can do to provide good service • 55% will abandon their purchase if they can’t find a quick answer to their question Source: Forrester, North American Technographics Customer Experience Survey, 2014
  6. 6. LIVE #RelateLive To chat ornot to chat • Customers who chat convert at a nearly 3.5X rate • Increased average order size of 10 - 20% • 7X faster than email for agents Source: Zendesk Benchmark: The Six Key Elements of Proactive Chat, Forrester, 2014
  7. 7. LIVE #RelateLive Going,goingmobile • Q3 2014 11% • Q4 2014 13% • Q1 2015 15.5% Source: Internet Retailer, June 2015
  8. 8. LIVE #RelateLive Visual revolution • The average human attention span has dropped • 12 seconds in 2000 • 8 seconds in 2013 • 1 second less than the attention span of a goldfish Source: Chute
  9. 9. LIVE #RelateLive Whataboutsubscription? • Subscription demand follows retail & ecom trends • Recurring billing results in customer service needs • Reduce churn with good, effective customer service Source: Business Insider, October 2015
  10. 10. LIVE #RelateLive Born digital,gettingphysical • Customer expectations are high • Systems are fragmented • Don’t reinvent the wheel
  11. 11. LIVE #RelateLive Support yourin-store support. • They are the face to your brand • Listen, they have a lot to share
  12. 12. LIVE #RelateLive Don’t manage the experience, Be the experience.
  13. 13. LIVE a zendesk conference #RelateLive

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