Making Contact With Your Customers

Who are Klick2Contact? Highly experienced telecommunications professionals Backed by major European investment group Innovative, proven technology Dedicated Technical development department The future of e-commerce

The Market DID YOU KNOW? “There were 2 billion internet users at the end of 2010” Source: Internet world stats 475m internet users in the EU 445% growth in 10 years E-commerce to grow to 0.75 trillion Euros in 3 years

Market Research Consumers prefer live help (click to call and click to chat) over other online customer service options** 77% of European consumers ranked click to call as ‘useful to extremely useful’ ** ** Forrester *Forrester Research Inc. **Independent Research

Why use Klick2Contact? DID YOU KNOW? “Over 66% of all shopping carts are abandoned for service related issues” Source: Forrester Research Up to 97% of potential customers abandon web purchases during the online buying process Klick2Contact maximises the potential of your existing visitors – reducing common abandonment causes Differentiates your standard of customer service from your competitors Provides the missing link between customer and customer service agent

What does Klick2Contact do? DID YOU KNOW? “Online customer service improves the chance of ecommerce by %” Source: USA Today Claims the customer’s attention at the point of decision Increases conversions of unique visitors into paying customers Provides personal, informed contact that customers want Facilitates completion of sales that may otherwise have been abandoned - for example; following payment failure due to customer error.

How Klick2Contact delivers Hosted service provision means you receive all of the benefit with none of the hassle Customer Premises option available too Intuitive call-back notification acts according to your specification - timing, errors, page views & product details Facilitating real conversions - Instantly connects you to your customers via landline and/or mobile, live web-chat or co-browse, interacting at the consumers point of interest.

Benefits Klick2Contact is delivered over our managed network from the second a customer clicks Klick2Contact routes the call/chat providing end to end service. Quick and easy to deploy Free to implement Works across any carrier network, over the internet, broadband, telephone and/or wireless protocols and to any device - computers, mobile phones, landlines, tablets, PDA’s..

Customer Journey – Klick2Call Back

Call Centre ACD System Klick2Call-Back K2C call established

Agents Desktop

Klick2Chat Chat request icon appears as a pc screen Customer has requested chat session Enters details and waits for agent While in chat session, customer can select a call back session via webphone

Klick2Co-Browse URL link entered here Additional text can be added here Link appears on customer’s chat page

Managing Klick2Contact The service is fully web based Fully flexible - Customisable administrator and agent tools Accessible 24 hours a day Totally secure and password protected

Statistics Existing multinational client – 6 weeks of trial service provision saw: 25% of customers requesting call back are purchasing products Just under 20K Euros of additional sales to date Zero cannibalisation of self serve customers Optimisation currently under way Customer now looking to expand service across all sites (140 sites 19 countries)

Some Enhancements Mobile - The full service available on Apple, Android phones and tablets Collaboration - The ability for your agent to actually fill in the customers order for them Automated/Artificial help – for out of hours service the ability to answer questions and provide help with a virtual assistant Behavioural Analytics & Prospect Selection – the ability to know more about the customer, his previous activity on the site and therefore supply better and more focused help Back Office reports – more detail, more flexibility and more options to help the client get the best from the service Integration – the ability to seamlessly integrate with existing sales software ( such as SalesForce) to help sales and stats

Summary K2C is innovative, totally flexible, scalable and tested No-cost install option for the customer (unique) Customer research shows an appetite for K2C type technology for both call and chat Klick2Chat Plus offers much more than just Istant Messaging type chat Quick to deploy Company pays ONLY when they speak to a potential customer Makes the best use of all current visitors Many more innovations to come

Making Contact with your Customers