FinancesOnline, a popular review platform for software and B2B services, recently published a detailed review of iAdvize, and we’re delighted to receive the following awards from the Finances Online experts:
The Rising Star award speaks for itself. It is reserved for newcomers to the SaaS market. However, even if a company has not yet gained a sizeable market share, there are a number of strong competitive advantages a company can demonstrate. iAdvize has already displayed a number of competitive advantages in the market by solving a number of key customer service problems.
What problems can iAdvize solve?
1. Ubiquity: Engaging with your customers out of office hours (evenings and weekends)
Tom is head of digital for a popular clothing brand. Over the last three quarters, Tom noticed that there has been a spike in traffic during the hours of 8-10pm on weekdays and also at weekends, despite this increase in traffic the number online sales have not increased. Luckily for Q4 Tom has rolled out one of the iAdvize solutions, ibbü, an on-demand pool of experts paid to enhance customer experience and boost online sales.
iAdvize expertly sourced savvy enthusiasts for Tom’s clothing brand, who are available to chat to online shoppers during evenings and weekends and share their expert knowledge to help shoppers with their buying decision. One month into Q4 Tom is already seeing a 17% increase in conversion rate but not only that, customer satisfaction is 97%.
2. Increasing online conversion rates (4.45 UK average)
Sarah is the e-commerce director for a well established UK travel company. With website traffic at it’s highest in 5 years it is has come to her attention that the conversion rate has dropped to 3.2% vs the UK average of 4.45%. Looking to increase this conversion rate, Sarah began to work with iAdvize.
The iAdvize algorithm was able to quickly detect those visitors who were abandoning their baskets and through the use of targeting rules, it was able to prompt agents to quickly assist them with their choice of holiday. Over 1 year Sarah has seen the conversion rates multiply by 9.
Read more: iAdvizes Launches A Bot Builder
3. Improving customer satisfaction
John is the customer success manager for a well-known insurance company in the UK and his target is to increase customer satisfaction rates above 85% over the next 2 years. Deployed in just 30 days, the iAdvize solution has enabled the customer service team to handle visitor requests quickly and efficiently from one interface.
Using the co browsing feature they are able to guide the visitor through their journey in real time and respond faster than ever through the use of canned responses. Also as iAdvize offers multiple touch points it means that John and his team have been able to respond to customers wherever they are e.g. on chat, WhatsApp or Facebook Messenger. 6 months in satisfaction rate is already at 92%.
The Great User Experience Award is given for noticeable and constant progress in quality user experience improvements, and this is also something iAdvize excels at.
Customer service agents love iAdvize as it provides them with the tools they need to deliver high-quality service to online shoppers. Co-browsing capability lets them see what their visitors see in real time, allowing them to determine browsing patterns, on-site interactions, and more. The software also allows them to engage multiple chat sessions with various visitors effortlessly.
iAdvize comes with a supervision panel that displays performance metrics, indicators, and analytics, giving supervisors and manager a full view of your team’s performance. The data they get help in further enhancing overall performance and quality of service.