Klick2Contact EU Ltd (K2C) provides website owners and e-tailers across the Globe with a range of business enhancing services that allows companies to interact in real time with their customers while they are on their website. The K2C suite of Live Help and Customer Engagement Services consists of Web Chat, Instant Call-Back, Knowledge Base, Smart SMS, Social Media Monitoring and Engagement, Full Workflow and Email Management too – all offered in real time and accessible through one Omni-Channel Console.

1. Fully Integrated
Customer
Engagement
Solutions

2. • Cloud-based Omni-Channel Customer
Engagement solutions with no intrusion
into IT environment
• Focused on Online Sales & Customer
Care market
• Scalable multi-lingual platform operating
in 14 countries & 12 industries and 19
languages
• State-of-the-art fully integrated software
which offers single customer view
• Unique IPR developed/ owned by
Klick2Contact EU
• Mobile chat screen available to be
embedded in any Android, Windows or
APPLE app
• Fully ISO 27001: 2013 ( Information
Security) and ISO 9001: 2008 (Quality
Management) compliant
K2C Overview

3. K2C’s Suite of Live Help Services
Instant Call Back
to mobile or landline
in any country
Instant Chat online
from computer, tablet
or smartphone
Full Social Media
Monitoring and
Engagement- and
offers ability to respond
in real time instantly
All emails come into
the console and can
be responded to
instantly in real time
and are indexed for
follow up

4. Live Social Web
monitoring
analysis and
engagement tool –
all social media,
news sites, websites
blogs monitored in
real time
Internal and external
fully integrated with
company Knowledge
Data Base
Full Intelligent
Workflow
Management
/Customer complaints
handling system
K2C’s Suite of Live Help Services
Full smart sms
service available
globally in 250
countries with
any network

5. Powerful, scalable, secure, Omni-channel support in one intuitive, simple to use,
un-intrusive browser based console
Omni-Channel Support

6. Omni- Channel Console
• K2C allows a company to answer emails, chats,
Facebook wall messages, Twitter, feedback,
community and forum posts and voice calls from
one integrated environment- No matter how many
strands
• Ability to SMS direct from console or from stand
alone portal
• It works in company emails as a call to action too
• It works via company’s Facebook or Social Media
Landing page
• On banners
• On Google ads
• Creates Social Media responses as tickets – and
allows live chat option in real time
• Works with all Social Media
• Totally secure

7. Why Clients use K2C
• It increases their online conversions
• It combines chat, call back, social
media, SMS and emails in one offering
• It integrates fully with their Social
Media/Communities/forums and pulls
• all these strands together
• It enhances their customer care
• It converts customers who would leave
the site without doing anything
• It utilizes and makes the most out of
their existing website traffic
• It enables full real time monitoring of
the Social Web from one console

8. Products and
users

9. Products: Call-back
• Increases online sales and
improves customer care
• Instant call-back offered wherever
you want it
• Library, Co-browse, video, push
url, geolocate all within the call
• Schedule call option for out of
hours
• Route calls to any call centre or
individual anywhere in the world
• Skill base route the call by
department or product
• PCI compliant for payments in call
• Library, Co-browse, video, push
url, geolocation all within the chat
• Full Back Office and reports Fully
integrates with company CRM

10. K2C Call-back users
In 12 countries
across 7 brands.
Xx k per month
Use call-back
within their car
configurator to
answer customer
product queries.

11. Products: Webchat
• Increases online sales and
improves customer care
• Respond with real time help to
website visitors
• Route calls to any call centre or
individual anywhere in the world
• Intuitive icons offer help where
you want to offer it
• Handle multiple customers at
one time
• PCI compliant for payments in
chat
• Library, Co-browse, video, push
url, geolocate all within the chat
• Full Back Office and reports
Fully integrates with your CRM

12. K2C Webchat Users
K2C are embedded into the
online purchasing process for
chat direct with dealers to
great effect.
VWG are using chat on their website to answer
customer queries and video chat with
technicians in dealers to solve technical issues.
Chat is used to assist
customers during the
membership process.
Used within the customer help area to
increase customer satisfaction with
queries.

13. Products: Email
• Allows your web agent to handle
inbound emails and web forms in
real time
• Assigns priorities based on pre-set
rules
• Allows skill based routing of emails
to departments or individuals
• Supports all major secure email
server connections
• Full indexing of emails in back
office
• Can be linked to your company
CRM
• Can be integrated with knowledge
base to allow searches based on
received messages

14. K2C Email users
K2C handles email for all of the Govia
sub-brands including hosting the
web-facing forms for clients.
K2C are handling the email for the EU
and Worldwide markets.

15. Products: SMS
• Ability to respond to SMS
contacts via the omni-channel
console
• SMS chat with clients to
resolve their issues
• Combines ticket data with
other channels to get more
complete customer view
• Can arrange ‘bulk’ SMS
campaigns for sales
promotions or events
• Intelligent filtering

16. Products: K2C Workflow
• A Complete Automated End-to-End
Workflow Unified Customer Experience
• Searchable Frequently Asked
Questions
• Reduces the time and cost of business
processes
• Full white mail and email management
included
• Multi-Channel Communication –
Quality controlled and Secure Intuitive
System
• Easy to set-up and operate
• State of the art but can be integrated
into legacy systems too
• Automated form completion to remove
requirements to cut and paste data

17. Products: K2C Knowledge Base
• A fully integrated KB solution
• It delivers a multi-channel
knowledge capability with advanced
contextual capabilities to reduce
user effort when trying to find
answers and content.
• It is proven to deliver improved
customer experience and impressive
savings
• Available as internal or external
knowledge or both

18. Products: K2C Knowledgebase
• Improved customer experience and impressive savings
• Providing agents faster access to a wide variety of
content, including FAQs, processes, PDFs, Images and
Video
• Search allows customers to ask questions in their own
words and receive an accurate answer straight away
• It can understand how words relate to concepts and how
concepts relate to each other, which allows it to interpret
meaning with accuracy - It knows that a customer
searching about ‘financing a property in France’ is looking
for a ‘European mortgage’
• Much higher value solution than competitor who will lock-
in all knowledge within the Licenced console – K2C
Knowledge is accessible by all, inside or outside of the
console

19. Products: K2C CoBrowsing
• Increase Customer Satisfaction: The better you
understand what your online visitor is talking about, the
less frustration and miscommunication you will have.
• Increase First-Call Resolution: Exactly see what the
online visitor is talking about, what he has done on your
website and how to help solve the issue.
• Reduce Handling Time: Co-browsing will have the most
benefit if you sell complex products, services or websites
with many options.
• Increase Sales: Help customers finish a sales journey, if
they are in the last step of the journey and only have to fill
in one field to complete, don't spend time taking their
complete order again over the phone or chat.
• Browse, Click and form-fill together: The visitor sees
the mouse pointer of the agent and vice versa, so both
have real understanding what the other is doing.
• Desktop, Tablet and Mobile support:100% web based
and follows web standards. Therefore it works on any
device with a browser.
•

20. Active Users: K2C CoBrowsing
Using Cobrowsing to assist
customers with their online
purchasing journeys,
completing web-forms etc.

21. K2C Listening
• Monitor conversations on the entire social
web
• K2C Listening tracks down all relevant
conversations about a brand, product,
competitor and industry.
• All Major Social Networks
• Millions of News sites, blogs and forums
• Over 160 languages
• In all countries
• Real- Time
• All in the Omni-channel console

22. K2C Listening
• K2C Listening provides a 360°view on the
performance of your social campaigns,
online reputation and social profiles.
• Use our standard analytics, or slice & dice
the data to create customized dashboards
based on what’s important to you.
• Deep Filtering
• Real-time Analytics
• Custom Dashboards
• Discover Trends
• Sentiment Analysis
• Fans & Influencers
• Top Photos & Videos
• Demographics
• Specialized performance reports on your
social profiles

23. K2C Listening Users

24. A Growing List of European Clients

25. Integrated Multi-Channel Live Help
 Innovative proven Cloud-based Customer Engagement Technology
 Powerful, scalable, secure, multi-lingual multi-channel support in one intuitive, simple to use,
un-intrusive Omni-Channel Agent console available in any language
 Powerful suite of services: Web chat, Callback, Social Media Monitoring and Engagement,
Workflow, Knowledge Base, SMS and Email Management
 Able to take payments in chat and call back – fully secure and EU PCI compliant
 Full integration with existing Company CRM
 Comprehensive, integrated all-in-one solutions or stand alone products
 Complete Back Office reports, Analytics and Charts – available in real time and in any language
and exportable
 Easy and fast to set up and implement on any website via one line of JavaScript
 No intrusion into a customers IT environment
 Works with tablets and mobiles too
 Already working with in the UK and Europe with customers like NEXT, Sainsbury’s, BMW,
Ticketmaster, Mini, Marks & Spencer EU, The National Trust, BBC iPlayer and The Body Shop
 Creates a single customer view when deployed together

26. Klick2Contact EU Ltd
www.klick2contact.com
Suite 36, 88-90 Hatton Garden,
London, EC1N 8PG, United Kingdom
Telephone: +44 (0) 845 434 8162
Email: info@klick2contact.com
Thank you