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Engaging the Right Visitor with the Right Message at the Right Time - Michael Teitelbaum, Velaro
Engaging the Right Visitor with the Right Message at the Right Time - Michael Teitelbaum, Velaro
Engaging the Right Visitor with the Right Message at the Right Time - Michael Teitelbaum, Velaro
Engaging the Right Visitor with the Right Message at the Right Time - Michael Teitelbaum, Velaro
Engaging the Right Visitor with the Right Message at the Right Time - Michael Teitelbaum, Velaro
Engaging the Right Visitor with the Right Message at the Right Time - Michael Teitelbaum, Velaro
Engaging the Right Visitor with the Right Message at the Right Time - Michael Teitelbaum, Velaro
Engaging the Right Visitor with the Right Message at the Right Time - Michael Teitelbaum, Velaro
Engaging the Right Visitor with the Right Message at the Right Time - Michael Teitelbaum, Velaro
Engaging the Right Visitor with the Right Message at the Right Time - Michael Teitelbaum, Velaro
Engaging the Right Visitor with the Right Message at the Right Time - Michael Teitelbaum, Velaro
Engaging the Right Visitor with the Right Message at the Right Time - Michael Teitelbaum, Velaro
Engaging the Right Visitor with the Right Message at the Right Time - Michael Teitelbaum, Velaro
Engaging the Right Visitor with the Right Message at the Right Time - Michael Teitelbaum, Velaro
Engaging the Right Visitor with the Right Message at the Right Time - Michael Teitelbaum, Velaro
Engaging the Right Visitor with the Right Message at the Right Time - Michael Teitelbaum, Velaro
Engaging the Right Visitor with the Right Message at the Right Time - Michael Teitelbaum, Velaro
Engaging the Right Visitor with the Right Message at the Right Time - Michael Teitelbaum, Velaro
Engaging the Right Visitor with the Right Message at the Right Time - Michael Teitelbaum, Velaro
Engaging the Right Visitor with the Right Message at the Right Time - Michael Teitelbaum, Velaro
Engaging the Right Visitor with the Right Message at the Right Time - Michael Teitelbaum, Velaro
Engaging the Right Visitor with the Right Message at the Right Time - Michael Teitelbaum, Velaro
Engaging the Right Visitor with the Right Message at the Right Time - Michael Teitelbaum, Velaro
Engaging the Right Visitor with the Right Message at the Right Time - Michael Teitelbaum, Velaro
Engaging the Right Visitor with the Right Message at the Right Time - Michael Teitelbaum, Velaro
Engaging the Right Visitor with the Right Message at the Right Time - Michael Teitelbaum, Velaro
Engaging the Right Visitor with the Right Message at the Right Time - Michael Teitelbaum, Velaro
Engaging the Right Visitor with the Right Message at the Right Time - Michael Teitelbaum, Velaro
Engaging the Right Visitor with the Right Message at the Right Time - Michael Teitelbaum, Velaro
Engaging the Right Visitor with the Right Message at the Right Time - Michael Teitelbaum, Velaro
Engaging the Right Visitor with the Right Message at the Right Time - Michael Teitelbaum, Velaro
Engaging the Right Visitor with the Right Message at the Right Time - Michael Teitelbaum, Velaro
Engaging the Right Visitor with the Right Message at the Right Time - Michael Teitelbaum, Velaro
Engaging the Right Visitor with the Right Message at the Right Time - Michael Teitelbaum, Velaro
Engaging the Right Visitor with the Right Message at the Right Time - Michael Teitelbaum, Velaro
Engaging the Right Visitor with the Right Message at the Right Time - Michael Teitelbaum, Velaro
Engaging the Right Visitor with the Right Message at the Right Time - Michael Teitelbaum, Velaro
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Engaging the Right Visitor with the Right Message at the Right Time - Michael Teitelbaum, Velaro

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Transcript

  • 1. Increasing Conversion Rates
    Engaging The Right Visitor With The
    Right Message At The Right Time
  • 2. Increasing Conversions With Live Help
    Up to 15% of online consumers will complete a sale if engaged in text chat versus 2% for those who do not.
    Internet Retailer
    Integrating live chat reduces abandoned shopping carts from 20% to 50%.
    Giga Group
    Online customer service improves conversion rates by 40% to 60%.
    USA Today
    90% of online visitors want human interaction.
    Jupiter Communications
  • 3. Progression Analytics: Tracking Visitor Path
    Visitors Chats Purchases
  • 4. Contact Website Visitors
    Contact . Interact . Transact .
  • 5. Halloween Express: Home Page
  • 6. Ebay Prostores: Home Page
  • 7. Optics Planet: Home Page
  • 8. Dell Storage: Home Page
  • 9. Moving Closer to Purchase
    Site Analysis:
    Where are visitors showing intent?
    Where are visitors abandoning?
    Adjust prominence accordingly
  • 10. Brickhouse Security: Product Pages
  • 11. Global Industries: Help Finding Product
  • 12. Let’s Talk: Product Pages
  • 13. Fast Color Printer: Pre-chat Survey
  • 14. Proactively Contact Visitors
    Invitation to Chat:
    Manually target
    Location on site
    Time on page/site
    What’s in shopping cart
    High value customer
  • 15. Agent View of Site Activity
  • 16. Agent View of Customer Information
    Customer Info Tab:
    Click on visitor
    Contact information
  • 17. Agent View of Shopping Cart
    Shopping Cart Tab:
    Click on visitor
    Cart contents
  • 18. High Value Customers
    Agent Alert:
    Based on shopping cart contents
    Set up custom rules
  • 19. Automatically Deliver Proactive Invitations
    Setting Up Rules With Livefluence:
    Referring site
    Referring keywords
    Paid search
    Returning visitors
    High value visitors
    Specific pages
    Time on page
  • 20. 1-800-GOT-JUNK: Filling Out Form
  • 21. GlobalSign: On Site Behavior
  • 22. BeauCoup: Product Section
  • 23. Brickhouse: Time in Product Section
  • 24. Prevent Abandonment
    Can’t Easily Find Items:
    Poor navigation
    Failed searches
  • 25. Engaging at Frustration Points
    Failed Search:
    Automatically triggered
    Appears over page
    Custom message
  • 26. Interact With Website Visitors
    Contact . Interact . Transact .
  • 27. Knowing Your Audience
    Pre-chat Surveys:
    Customized fields
    Vary from page to page
    Route to appropriate agent
  • 28. Chatting With Visitors
    Consistent / Efficient Communications:
    Pre-made messages
    Push files
    Push web pages
  • 29. Quality Control
    Ensure Quality Communications:
    Shadow chat
    Whisper chat
    Post-chat surveys – customized
  • 30. Transact With Website Visitors
    Contact . Interact . Transact .
  • 31. Engaging at Frustration Points
    Failed Credit Card:
    Automatic invite
    Appears over page
    Custom message
  • 32. Increasing Average Transaction Value
    Offer Incentive:
    Automatic invite
    Based on cart value
  • 33. Increasing Average Transaction Value
    Up-sell or Add-on:
    Automatic invite
    Based on cart items
  • 34. In Conclusion
  • 35. Strategic Approach: ROI
    Steps to Success:
    Analyze website
    Determine opportunities
    Place “reactive” messages
    Set rules for proactive messages
    Develop custom messaging
    Train agents
    Engage intelligently
    Increase conversion rates
  • 36. Tracking Return On Investment
    Visitors Chats Purchases
  • 37. “Your Guide to Live Help Success”
    Contact . Interact . Transact .
    Velaro, Inc. | 8172 Lark Brown Road | Elkridge, Maryland 21075 | 800-9VELARO

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