WhosOn live Chat - Analytics, Interface Design & CRM Intergration
Upcoming SlideShare
Loading in...5
×
 

WhosOn live Chat - Analytics, Interface Design & CRM Intergration

on

  • 1,294 views

WhosOn Live Chat looking at analytics, interface design and CRM integration for ASP.net storefront event

WhosOn Live Chat looking at analytics, interface design and CRM integration for ASP.net storefront event

Statistics

Views

Total Views
1,294
Views on SlideShare
1,294
Embed Views
0

Actions

Likes
0
Downloads
14
Comments
0

0 Embeds 0

No embeds

Accessibility

Categories

Upload Details

Uploaded via as Microsoft PowerPoint

Usage Rights

© All Rights Reserved

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Processing…
Post Comment
Edit your comment
  • 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

WhosOn live Chat - Analytics, Interface Design & CRM Intergration WhosOn live Chat - Analytics, Interface Design & CRM Intergration Presentation Transcript

  • Live Chat Insight Online Customer Engagement has Evolved Presented By: Ian Rowley 9 th March 2011
    • 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
  • Global Customers
  • 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 Presentation Overview
  • Live Chat Exposure
    • 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
    Live Chat Benefits
    • Tangible Benefits
    • Reduces Overall Call & Email Volume
    • Improves Online Conversions (20% Uplift)
    • 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
  • 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
  • Live Analytics – Close Up
    • 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?
    Live Chat Interface Design
    • Clarity
    • Discriminability
    • Conciseness
    • Consistency
    • Detect ability
    • Legibility
    • Comprehensibility
    • Prompts
    • Status information.
    • Error
    • On-line help
    Live Chat Interface Design
  •  
    • 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.
      • Organisations are failing to realise when customers are checking back in via the website.
    Live Analytics CRM Integration
    • Meeting Prospects
    • Pulling Lists
    • Attending Trade-Shows
    • Reading Articles
    • Doing Research
    • Optimizing Websites
    CRM Goal – Convert Prospects Into Buyers CRM Investment
    • 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
    CRM Facts
    • 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
    • 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
    • Further Information
    • Ian Rowley (MSc) Business Development Manager
    • Parker Software Inc, 4767 New Broad Street, Orlando, Florida 32814
    • e:   [email_address]
    • w:  www.whoson.com
    • IRowley
    • USA: Toll Free (800)-680 7712
    • Stand 8
    • Free Trial www.whoson.com/trialoptions.aspx
    Q & A