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Live Chat Insight: Online Customer Engagement has Evolved - Ian Rowley, Who's On
Live Chat Insight: Online Customer Engagement has Evolved - Ian Rowley, Who's On
Live Chat Insight: Online Customer Engagement has Evolved - Ian Rowley, Who's On
Live Chat Insight: Online Customer Engagement has Evolved - Ian Rowley, Who's On
Live Chat Insight: Online Customer Engagement has Evolved - Ian Rowley, Who's On
Live Chat Insight: Online Customer Engagement has Evolved - Ian Rowley, Who's On
Live Chat Insight: Online Customer Engagement has Evolved - Ian Rowley, Who's On
Live Chat Insight: Online Customer Engagement has Evolved - Ian Rowley, Who's On
Live Chat Insight: Online Customer Engagement has Evolved - Ian Rowley, Who's On
Live Chat Insight: Online Customer Engagement has Evolved - Ian Rowley, Who's On
Live Chat Insight: Online Customer Engagement has Evolved - Ian Rowley, Who's On
Live Chat Insight: Online Customer Engagement has Evolved - Ian Rowley, Who's On
Live Chat Insight: Online Customer Engagement has Evolved - Ian Rowley, Who's On
Live Chat Insight: Online Customer Engagement has Evolved - Ian Rowley, Who's On
Live Chat Insight: Online Customer Engagement has Evolved - Ian Rowley, Who's On
Live Chat Insight: Online Customer Engagement has Evolved - Ian Rowley, Who's On
Live Chat Insight: Online Customer Engagement has Evolved - Ian Rowley, Who's On
Live Chat Insight: Online Customer Engagement has Evolved - Ian Rowley, Who's On
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Live Chat Insight: Online Customer Engagement has Evolved - Ian Rowley, Who's On

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  • Standard Intro to Parker Software Touch on Volumes of Customers
  • Obligatory Customer Slide
  • Today we will cover......
  • More and More Exposed to Instant Chat tools with the likes of Skype Facebook and Messenger…….This leads to Misconceptions about Functionality and Benefits derived From Click To Chat
  • There are a lot of benefits here are just some of the highlights – Don’t Read Let it Run through – Lets now take a detailed look at some of the highlights
  • So we have all of this data coming into the site from various campaigns how do we collect it? – As mentioned applications such as WhosOn combine both chat and analytics the key is that the analytical data is live enabling you to react in real time and monitor a campaigns effectiveness
  • Next We have a short video looking at analytics in detail
  • We looked closely and continue to look closely at usability and design and take the following into account
  • Clarity: the information content is conveyed quickly and accurately.Discriminability: the displayed information can be distinguished accurately.Conciseness: users are not overloaded with extraneous information.Consistency: a unique design, conformity with user’s expectation.Detect ability: the user’s attention is directed towards information required.Legibility: information is easy to read.Comprehensibility: the meaning is clearly understandable, unambiguous, interpretable, and recognizable.Prompts indicating explicitly (specific prompts) or implicitly (generic prompts) that the system is available for input.Status information indicating the continuing state of the application, the system’s hardware and software components, and the user’s activities.Error management including error prevention, error correction, user support for error management, and error messages.On-line help for system-initiated and user initiated requests with specific information for the current context of use.
  • Sneak Peak at WhosOn2011
  • Organisations invest a significant amount of time, money and energy meeting potential prospects, pulling lists, attending trade-shows, reading articles, doing research, optimizing their websites and numerous other activities to identify the most ideal prospects for their business, however many of these prospects never end up in an opportunity pipeline.
  • it is therefore crucial that organisations proactively reach out to these longer term sales opportunities to ensure they convert on into revenue opportunities when they are ready to buy.
  • Integrates with
  • Transcript

    • 1. 9th March 2011
      Live Chat InsightOnline Customer Engagement has Evolved
      Presented By:
      Ian Rowley
    • 2. Parker Software established in 2003, develops innovative Windows based software aimed at companies that do business on the web.
      Our two main products are:
      A tool for monitoring web site visitor activity in real time and live chat
      Advanced Email automation tool for integrating incoming emails with business processes. 
      We are a privately held company. All our software products are owned, developed & supported by us from our offices in the UK and USA.
      About Us
    • 3. Global Customers
    • 4. Presentation Overview
      There is more to Live Chat than simply click to chat, live chat now plays a major role in many organizations and is seen as a major component of an online customer engagement strategy. 
       
      Presentation Highlights Include:
       
      Real Time Analytics - The Swiss Army Knife Equivalent of Web Analytics! 
       
      Chat Interface Design – Outlook on Steroids!  Why Good Live Chat Design Produces Faster Results
       
      Improved Customer Relationships – Knowledge is Power! Live Chat and back office CRM Integration
    • 5. Live Chat Exposure
      Live Chat Exposure is Increasing
      General misconception about its functionality and benefits derived
    • 6. Live Chat Benefits
      Helps sales conversion, improve customer satisfaction and loyalty
      Instils confidence visitors identify you as a real company
      Confirm its the right choice for the end user
      Understand customers needs in real-time
      Quickest way for Visitors to get information
      Direct Visitor Engagement
      Helps in delivering an experience
      Reduce Customer Waiting Times
      Real time communication
      Provide Assistance or Help
      Widen Markets (Translation)
      Lower Support Costs
      Lower Overheads
      Keeps momentum
      Tangible Benefits
      • Reduces Overall Call & Email Volume
      • 7. Improves Online Conversions (20% Uplift)
      • 8. Increased Agent Productivity
    • Focus On Web Analytics
      Measurement, collection, analysis and reporting of internet data for purposes of understanding and optimising web usage.
      Can you rely on historical data?
      Google Analytics
      WhosOn and Omniture Real Time Analytics
      You can launch a campaign and make rapid changes if you see that things aren't working
      WhosOn provides the ability to Interact!
      Focus On Web Analytics
    • 9. Real Time Analytics
      Analytics Data
      How did your visitors arrive?
      Is your site on target
      Referring URL’s
      What are visitors looking for?
      Analytics can tell you what people are seeking not just what they’ve found
      Cart Abandonment Rate
      Where are visitors landing / bouncing & viewing
      Multiple homepages
      Call to action
      What Interests your customers
      What are your website’s trends over time?
      Seasonal Trends
      Demographics
    • 10. Live Analytics – Close Up
    • 11. Live Chat Interface Design
      Key Focus on the Users Experience and Interaction
      User Needs Established
      What Users Want
      How Tech Savvy
      Make the Interaction simple and Efficient
      User Centered Design
      Combine Technical Functionality and Visual Elements
      What Interface look and Feel Appeals?
    • 12. Live Chat Interface Design
      Clarity
      Discriminability
      Conciseness
      Consistency
      Detect ability
      Legibility
      Comprehensibility
      Prompts
      Status information.
      Error
      On-line help
    • 13.
    • 14. Live Analytics CRM Integration
      CRM is used for managing either a database of prospects or an existing customer list.
      Problems!
      • Many companies residing in these lists are not being contacted regularly.
      • 15. Organisations are failing to realise when customers are checking back in via the website.
    • CRM Investment
      • Meeting Prospects
      • 16. Pulling Lists
      • 17. Attending Trade-Shows
      • 18. Reading Articles
      • 19. Doing Research
      • 20. Optimizing Websites
      CRM Goal – Convert Prospects Into Buyers
    • 21. CRM Facts
      Constant Contact – Potential Customers on average take 5 to 7 methods of contact to make purchase decision.
      75-90% percent of a company’s potential annual revenue is sitting in longer term prospects
      Most prospects buy between 6-12 months from first contact
    • 22. The ability to create new and update existing CRM records from website information.
      Ability to integrate chat logs within the CRM
      WhosOn significantly improves pipeline opportunities and brand exposure and also leads to improved relationship management
      WhosOn CRM Integration
    • 23. In this current economic climate, companies are finding that their online strategy will be vital in keeping their customers engaged.
      Increasing long-term customer value and providing them with quality rather than quantity will be of highest importance. Finding a way to speak to your customers on a more individual level will mean greater satisfaction and loyalty.
      The most valuable customers you can have are those who know you have made an effort to speak to them directly, and will happily recommend your product/service to their friends, colleagues and family. .........
      .........There is a whole range of possibilities to engage your audience online Many of these are still largely untapped, and are perfect opportunities to invest in for a long-term competitive advantage.
      Scott Dodds General Manager Small and Midmarket Solutions and Partners Group – Microsoft - Customer Engagement Survey 2009
      Summary – Word From Another
    • 24. Further Information
      Ian Rowley (MSc) Business Development Manager
      Parker Software Inc, 4767 New Broad Street, Orlando, Florida 32814
      e:   ian@parker-software.com
      w:  www.whoson.com
      IRowley
      USA: Toll Free (800)-680 7712
      Stand 8
      Free Trial www.whoson.com/trialoptions.aspx
      Q & A

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