If you're wondering how live chat can help your online business you're in the right place. Yomdel's unique full service provides you with the operators and live chat to help boost conversion rates, grow revenues and create satisfied customers. Whether you are in online retail, services such as insurance, tickets and entertainment, automotive, hire services, travel, wholesale, not-for-profit or anywhere else where your online presence is important, then Yomdel can help. Get in touch with us today to find out how we can help you grow your online ecommerce business.

2. The perfect live chat solution
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3. The perfect live chat solution
The perfect live chat solution
An end-to-end live chat customer service solution to
Reduce basket abandonment
Drive online conversions
Grow incremental sales
Increase average order value (AOV)
Drive satisfaction and create brand loyalty
Reduce telephone and email customer support enquiries
Support business growth by
• Improving customer engagement and support
• Providing deep statistical analysis and customer insights
• Creating competitive edge through 24/7 support
• Delivering a scalable, cost effective solution
info@yomdel.com

4. What is Yomdel?
Creating
competitive edge
Your friendly, engaging and helpful online shopping assistant.
Revolutionising online shopping by bringing real people to act
as virtual shop assistants to drive online sales and customer
engagement.
We aim to clearly demonstrate that Yomdel adds value to your
business, builds your customer base, increases satisfaction and
will be a core strategy within your sales and marketing plans.
Yomdel offers unique operator-backed live chat services.
info@yomdel.com

5. Why use live chat?
Visitors are seven times “A marked preference toward live chat among the younger professional
more likely to chat than generation suggests UK businesses are missing an opportunity.”
call. Chat makes
customers happy. “Demand for live chat is high, but UK businesses are ignoring the
opportunity.”
“Although a relatively new method of customer interaction, the research
showed live chat was already preferred by over one in five consumers as
their number one communications choice.”
“Despite the limited availability of live chat in the UK, it was used by
more than a quarter (28%) of those surveyed last year, suggesting that
wherever a live chat option is available on a website, it will be used
heavily.”
Source: Can Live Chat Rescue UK Firms from the Customer Service Doldrums? (Netop
commissioned research)
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6. What live chat delivers
Live Chat improves ecommerce performance.
 49% are more likely to trust a website if chat is available.
 53% prefer to shop at sites with chat available.
 78% believe chat is more efficient than email.
 60% believe chat is more efficient than phone.
 50% reduction in shopping cart abandonment rates.
 Customers who used live chat are 3 times more likely to
make a repeat purchase.
 Customers who use chat are 12 times more likely to put
positive comments on social media (Facebook, Twitter).
Live Chat is at tipping point of adoption!
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7. Sample impacts of live chat
BT says live chat engagement with just 2% of total traffic delivers
an average of 23% of total online sales.
Live chat assists nearly 20,000 new product sales to new BT
customers every month.
An average of 80% of new product sales are incremental – in
other words, if they hadn’t engaged via live chat they wouldn’t
have converted online.
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8. Sample impacts of live chat
Since deploying live chat in 2009, Ted Baker says web visitors are four
times more likely to make a purchase than if they simply self-served.
About 27% of UnderArmour.com shoppers who chat with agents on
product pages make a purchase within 24 hours.
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9. Main Agenda
Delivery &
Security
The Yomdel
Costing models Solution
Why Yomdel?
info@yomdel.com

10. Main Agenda
Delivery &
Security
The Yomdel
Costing Models Solution
Why Yomdel?
info@yomdel.com

11. Why choose Yomdel?
Live chat software is only Yomdel stands ready to
part of the solution. The answer customer questions
key is how it is used to in real time, create
drive engagement and satisfaction and drive
create happy customers. conversions.
Yomdel’s highly trained Reduce lost
operators are ready to opportunities, nurture and
greet customers create happy, loyal
whatever the time of day customers and brand
or night. advocates. Build deep
customer insights.
Yomdel is your partner in growth.
info@yomdel.com

12. What results can Yomdel deliver?
How I can help
Increased sales you grow.
Increased AOV (incremental sales)
25% decrease in operational cost versus
traditional phone/email support
Higher CSAT ratings with 85%+
answering “Satisfied” or “Very
Satisfied”
90% first contact resolution
Deep customer insights
info@yomdel.com

13. Chat is growing in popularity
I’m here to help you
“Chat is the
make the most of
highest form of
this opportunity.
customer
satisfaction a
company can have
on its website”
Source: Diane
Clarkson, Analyst
at Forrester
Research Inc
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14. Leading innovation in live chat
Target the customers
Multi-channel availability you want when you
Brand promotions want.
New product launch support
Targeted chat (right product to right
person at right time)
Campaign focused engagements
Social chat
Disaster management solution / service
Critical / Key date support
Up-selling / Cross-selling
info@yomdel.com

15. Main Agenda
Pricing models
Delivery &
Why Yomdel? security
The Yomdel
solution
info@yomdel.com

16. Yomdel solution
Yomdel provides an end- Yomdel’s deep dive into
to-end live chat your business creates a
solution, with expandable detailed knowledge
teams of skilled base.
operators.
All recruitment and training Yomdel’s in-depth statistical
is geared to create a reporting helps make sense
bespoke and high of detailed customer
performance customer engagement information.
service.
We’re passionate about your customer experience!
info@yomdel.com

17. The Yomdel solution
20%+ increase in conversion Significant increase in
rates, higher average order first contact resolution,
value due to incremental reducing reliance on
sales, higher CSAT scores expensive email and
(85%+). phone support.
In depth view of
Best-in-class, continuous
customers, what
improvement. Carefully
questions they ask and
monitored and managed on
their behaviour online.
behalf of clients.
info@yomdel.com

18. Yomdel’s preferred software solution
Comprehensive functionality
Proactive & reactive chat Automated chat distribution
Live visitor monitoring Pre-defined/automated replies
Intelligent rules-based routing Co-browsing
Global support Highly customisable and brandable
Salesforce & Google analytics Multi-tenant configurations
integration Reporting/Dashboards
Twitter integration
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19. Never miss a potential chat
Customer Sales
Sales Technical Campaigns
Services
Business rules
intelligently route chats Automated Chat Distribution (ACD)
to best qualified Supervisors can
operators. monitor, join chats or
reassign chats as and
when required.
If unavailable, chat is
automatically routed to
the next operator until
the call is answered.
[The Yomdel Operators]
info@yomdel.com

20. Yomdel operator solutions
Proven track record serving millions of chats a year for some of the
world’s biggest brands. Extensive telecoms experience, while
expertise and innovation gives absolute confidence.
Clients able to visit and train operators if
World-leading operator solutions located
desired.
around the globe.
Direct contact with operator supervisors.
Excellent written English skills.
Operators trained to be extensions of client
Minimum 40 wpm typing.
permanent staff.
Experience selling via chat.
Fast deployment with thorough reporting
capabilities.
info@yomdel.com

21. What does a chat look like?
Operators
answer within
20 seconds
Each chat will
last approx 13
minutes
info@yomdel.com

22. Steps to implementation
Chatting live
within 4 weeks.
Building the knowledge base – 2 weeks
Recruitment, training and personnel deployment, plus testing – 4 weeks
Technical design (chat buttons etc) & business rules – 3 weeks
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23. Statistics & Insights
Statistical Reporting Customer Insights
Weekly activity summary report Full chat transcripts capturing every
Report detailing number of chats question asked
Report showing number of Sales leads
conversions New product ideas, suggestions
Chat operator effectiveness (sales) Referral URLs
Customer feedback – Chat operator Customer data (name, email,
CSAT scores phone etc)
Negative comments Web functionality feedback
info@yomdel.com

24. Main Agenda
Why Yomdel?
Pricing models
The Yomdel solution
Delivery &
security
info@yomdel.com

25. Delivery & security
Robust infrastructure. Top Training on all internal
tier hosting. Secure data security policies and
back-up. Servers housed in a ongoing security awareness
datacentre managed and training programs.
secured 24/7.
Defined and documented Technical controls that
organisational security provide protection to
standards and procedures to network, systems, and
protect sensitive data. applications.
info@yomdel.com

26. Agenda
Yomdel’s solution
Delivery & security Why Yomdel?
Pricing models
info@yomdel.com

27. Pricing models
Fully flexible and Yomdel is an
adaptable to client “investment” not
needs! a “cost”. It drives
profit.
Fixed FTE basis, Pay- Can pilot different
For-Performance, or approaches to
variable per chat determine best blend
structure. for clients.
Flexibility to deliver optimum results.
info@yomdel.com

28. www.yomdel.com
Follow us on Twitter @Yomdel Contact info@yomdel.com