Live Chat


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Live Chat Presentation for IMRG

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  • As an overview most multichannel strategies some of which have and are yet to be discussed today have a significant impact on website traffic today I want to focus on how we can utilize website traffic/visitors more effectively utilizing live chat to gain more customers, improve online sales and customer satisfaction, improve retention and more importantly improve ROI on marketing activities
  • 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
  • Live Chat

    1. 1. IMRG – Digital Marketing Strategy Live Chat - Empowering Online Customer Engagement Presented by: Ian Rowley 09/10/2010
    2. 2. <ul><li>About Us </li></ul><ul><li>Parker software established in 2003, develops innovative Windows based software aimed at companies that do business on the web. </li></ul><ul><li>Our two main products are: </li></ul><ul><ul><li>WhosOn, a tool for monitoring web site visitor activity in real time and live chat </li></ul></ul><ul><ul><li>Email2DB, an advanced email automation tool for integrating incoming emails with business processes </li></ul></ul><ul><li>We are a privately held company. All our software products are owned, developed & supported by us from our offices in the UK and USA. </li></ul>
    3. 4. WEBSITE TRAFFIC - How Do we Track & Engage Effectively? Multi Channel Marketing - The Funnel Effect Email Television & Radio Advertising Printed Adds Telemarketing Social Media Online Advertising – Adwords / Banners
    4. 5. <ul><li>Consumer Chat Exposure </li></ul>Large majority of consumers are exposed to chat! General misconception about its functionality and benefits derived Live Chat is no Longer Purely Text!
    5. 6. Live Chat - Meeting the Grade Track Web Visitors In Real Time - Track real time web usage. Real Time Prospect Detection Track 'Prospects' by watching which pages a visitor is requesting. See how many prospects are converting by PPC campaign or keyword. Engage Your Visitors Engage your visitors with proactive 'Invite' requests.  Configure multiple automatic rule-based invites. Provide Live Chat For Sales & Support Add secure live visitor chat to your website. Let visitors communicate with you as they browse. Increase sales and improve customer support. View Live Analytic Reports View detailed web analytics reports. Live and on demand web analytics reporting. Links With Your CRM System Integrate website visitor records and chat sessions with Microsoft Dynamics CRM. Capture visitor contact information in real time from your web forms. Live Chat Translation Translate chats in real-time, currently supporting 16 languages Remote Control and Co-Browse Provides the ability to take control of the visitors desktop
    6. 7. <ul><li>High Level Benefits </li></ul><ul><li>Enables Visitors to engage directly with you (or vice versa) </li></ul><ul><li>Real time communication </li></ul><ul><li>Provide Assistance or Help </li></ul><ul><li>Quickest way for Visitors to get information they need about a Product/Service </li></ul><ul><li>Helps sales conversion, improve customer satisfaction and loyalty </li></ul><ul><li>Widen Markets (Translation) </li></ul><ul><li>Lower Support Costs (Aviva Example) </li></ul><ul><li>Lower Overheads </li></ul><ul><li>Reduce Customer Waiting Times </li></ul><ul><li>Helps in delivering an experience </li></ul><ul><li>Keeps momentum </li></ul><ul><li>Instils confidence visitors identify you as a real company </li></ul><ul><li>Confirm its the right choice for the end user </li></ul><ul><li>Understand customers needs in real-time </li></ul>
    7. 8. <ul><li>Tangible Benefits </li></ul><ul><li>Reduces Overall Call & Email Volume </li></ul><ul><li>Improves Online Conversions (20% Uplift) </li></ul><ul><li>Increased Agent Productivity </li></ul>
    8. 9. <ul><li>Words From Another </li></ul><ul><li>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. </li></ul><ul><li>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. ......... </li></ul><ul><li>.........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. </li></ul><ul><ul><li>Scott Dodds General Manager Small and Midmarket Solutions and Partners Group – Microsoft - Customer Engagement Survey 2009 </li></ul></ul>
    9. 10. <ul><li>Focus On Web Analytics </li></ul><ul><li>Measurement, collection, analysis and reporting of internet data for purposes of understanding and optimising web usage. </li></ul><ul><li>Can you rely on historical data? </li></ul><ul><ul><li>Google Analytics </li></ul></ul><ul><li>WhosOn and Omniture Real Time Analytics </li></ul><ul><li>You can launch a campaign and make rapid changes if you see that things aren't working </li></ul><ul><li>WhsoOn </li></ul><ul><li>The Ability to Interact </li></ul>
    10. 11. <ul><li>Analytics Data – Key Information Required </li></ul><ul><li>How did you visitors arrive? </li></ul><ul><ul><li>Verify your site is on target </li></ul></ul><ul><ul><li>Referring URL’s, Geographic Information </li></ul></ul><ul><li>What are visitors looking for? </li></ul><ul><ul><li>Analytics can tell you what people are seeking not just what they’ve found </li></ul></ul><ul><ul><li>Cart Abandonment Rate </li></ul></ul><ul><li>Where are visitors landing / bouncing & viewing </li></ul><ul><ul><li>Multiple homepages </li></ul></ul><ul><ul><li>What Interests your customers </li></ul></ul><ul><li>What are your website’s trends over time? </li></ul><ul><ul><li>Seasonal Trends </li></ul></ul><ul><ul><li>Demographics </li></ul></ul>
    11. 12. <ul><li>Live Chat Analytics </li></ul><ul><li>Live Statistics – Visitor arrival (landing page) through to page views </li></ul><ul><li>Identification of referrers </li></ul><ul><li>Identification of Search Engines </li></ul><ul><li>Entry Alerts </li></ul><ul><li>Times of Day </li></ul><ul><li>Prospect & Customer Tracking </li></ul><ul><li>Historical Data Including Chat History </li></ul><ul><li>Strip out spiders & bots – Human Traffic </li></ul><ul><li>Notifications of Types of Visitor </li></ul><ul><li>Monitor Multiple Sites </li></ul><ul><li>Remote View </li></ul><ul><li>Alerts of Page Errors Real-Time </li></ul><ul><li>Historical Data </li></ul><ul><li>CRM Integration </li></ul><ul><li>Geographic Location / Region </li></ul><ul><li>Keywords </li></ul><ul><li>Campaign Codes </li></ul>
    12. 13. <ul><li>Conclusion </li></ul><ul><li>Live chat continues to evolve providing enhanced functionality and visitor/campaign tracking </li></ul><ul><li>As more and more consumers look towards the web and as more marketing resources are funnelling traffic towards this medium now is the time to effectively monitor these site visitors in real time and to give your website a voice </li></ul><ul><li>Questions? </li></ul>