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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

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