Increasing Conversion Rates<br />Engaging The Right Visitor With The <br />Right Message At The Right Time<br />
Increasing Conversions With Live Help<br />Up to 15% of online consumers will complete a sale if engaged in text chat vers...
Progression Analytics: Tracking Visitor Path<br />Visitors               Chats                   Purchases<br />
Contact Website Visitors<br />Contact . Interact . Transact .<br />
Halloween Express: Home Page<br />
Ebay Prostores: Home Page<br />
Optics Planet: Home Page<br />
Dell Storage: Home Page<br />
Moving Closer to Purchase<br />Site Analysis:<br />Where are visitors showing intent?<br />Where are visitors abandoning?<...
Brickhouse Security: Product Pages<br />
Global Industries: Help Finding Product<br />
Let’s Talk: Product Pages<br />
Fast Color Printer: Pre-chat Survey<br />
Proactively Contact Visitors<br />Invitation to Chat:<br />Manually target<br />Location on site<br />Time on page/site<br...
Agent View of Site Activity<br />
Agent View of Customer Information<br />Customer Info Tab:<br />Click on visitor<br />Contact information<br />
Agent View of Shopping Cart<br />Shopping Cart Tab:<br />Click on visitor<br />Cart contents<br />
High Value Customers<br />Agent Alert:<br />Based on shopping cart contents<br />Set up custom rules <br />
Automatically Deliver Proactive Invitations<br />Setting Up Rules With Livefluence:<br />Referring site<br />Referring key...
1-800-GOT-JUNK: Filling Out Form<br />
GlobalSign: On Site Behavior<br />
BeauCoup: Product Section<br />
Brickhouse: Time in Product Section<br />
Prevent Abandonment<br />Can’t Easily Find Items:<br />Poor navigation<br />Failed searches<br />
Engaging at Frustration Points<br />Failed Search:<br />Automatically triggered <br />Appears over page<br />Custom messag...
Interact With Website Visitors<br />Contact . Interact . Transact .<br />
Knowing Your Audience<br />Pre-chat Surveys:<br />Customized fields<br />Vary from page to page<br />Route to appropriate ...
Chatting With Visitors<br />Consistent / Efficient Communications:<br />Pre-made messages<br />Push files<br />Push web pa...
Quality Control<br />Ensure Quality Communications:<br />Shadow chat<br />Whisper chat<br />Post-chat surveys – customized...
Transact With Website Visitors<br />Contact . Interact . Transact .<br />
Engaging at Frustration Points<br />Failed Credit Card:<br />Automatic invite<br />Appears over page<br />Custom message <...
Increasing Average Transaction Value<br />Offer Incentive:<br />Automatic invite<br />Based on cart value<br />
Increasing Average Transaction Value<br />Up-sell or Add-on:<br />Automatic invite<br />Based on cart items<br />
In Conclusion<br />
Strategic Approach: ROI<br />Steps to Success:<br />Analyze website<br />Determine opportunities<br />Place “reactive” mes...
Tracking Return On Investment<br />Visitors               Chats                   Purchases<br />
“Your Guide to Live Help Success”<br />Contact . Interact . Transact .<br />Velaro, Inc.  |  8172 Lark Brown Road | Elkrid...
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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

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