Transcript David Price Managing Director Colonial Gifts

DAVID PRICE
MANAGING DIRECTOR
Colonial Gifts
iflorist.co.uk
iactivity.co.uk
ihampers.co.uk
colonialwines.co.uk
iflorist.co.uk
Challenge:
How to deal with customer services and
customer contact globally?
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Delivering flowers to 140 countries within 4hrs
Multi language
Multi currency
Multi time zones
iflorist.co.uk
The web side of things:
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Screen grab of iflorist site
iflorist.co.uk
Behind the scenes:
iflorist.co.uk
The cost of a call?
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The actual cost in operating a call centre to receive
calls can be more than the CPA
In real terms typically £10 per order
How many lines do you need at peak?
How many customers can one operator deal with at
a time
How do communicate in French ? (text translators
are great)
iflorist.co.uk
What’s the big deal?
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Peak trading times, 10 orders per minute
High customer expectations for delivery
6000 local dispatch points, with 1400 UK florists to
communicate with
400 emails a day to respond to
Customer SLA of under 1hr
iflorist.co.uk
How to manage orders profitably?
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With a typical delivery by courier of 96% first time,
4% of customers will need assistance...
1st contact resolution, customer intelligence
Turn every problem into an opportunity
Don’t waste CPA with bad customer service
iflorist.co.uk
What is going on?
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Order management integration
Accountability and reporting
Customer interaction
Houston we have a problem!!!!
iflorist.co.uk
Increase conversion
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Increase conversion by 2% and half CPA
Let customers tell you what they want in real time
Be responsive and sell.
Turn your website from technology to personal
interaction
Enable offshore contact centre ‘Live Salesman’
iflorist.co.uk
How do you scale?
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When the orders come flying in ‘fantastic’
When the customers need help ‘Live Person’ is as
important as having a good web host or web site!
Live Person is responsible for converting our web
site into a profitable business.
240 orders per hour means:12 Customer services
cases or call backs per hour , or 288 cases a day!
iflorist.co.uk
Don’t keep up - surpass
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If you stand still you will fail
If you don’t look after your customers they won’t
look after you
If you don’t understand how customers buy, you will
never sell them anything
Taking the order is the easy bit, delivery and
support is what makes a business....
iflorist.co.uk
The effect Live Person has had:
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iflorist
Enabled us to grow at 100% month on month
Dispatch over a million flowers
Interact with our 6,000 suppliers & 400,000
customers.
Operate on a global scale with ease
Become profitable....
iflorist.co.uk
Don’t Forget Mother’s Day
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The rest of the world celebrates mothers day on
May 11th (inc USA)
We also found out that May 5th is Mothers day in
Hungary (a live chat customer told us)
Who would send white flowers in India (a live chat
customer told us, that you just would not!)
I want to spend £200 on flowers, but I can’t find
any????
iflorist.co.uk
How do you manage things 24 / 7
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Off shore contact centre ‘livesalesman.co.uk ‘
Extension to business
Operate all back office functions
Runs the business day and night
Cost effective guardian of our business
A bit of flower power...
DAVID PRICE
MANAGING DIRECTOR
Colonial Gifts
iflorist.co.uk
iactivity.co.uk
ihampers.co.uk
colonialwines.co.uk
iflorist.co.uk