Parker Software develops live chat and email automation software. Their live chat software allows companies to monitor website visitors in real time, provides analytics on visitor behavior, and facilitates direct engagement through chat. It can also integrate with CRMs to update records and include chat logs. Live chat benefits include improved sales conversion, customer satisfaction and support through real-time communication. Good live chat design that focuses on the user experience can produce faster results.

1. 9th March 2011Live Chat InsightOnline Customer Engagement has EvolvedPresented By:Ian Rowley

2. 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

3. Global Customers

4. Presentation OverviewThere 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

5. Live Chat ExposureLive Chat Exposure is IncreasingGeneral misconception about its functionality and benefits derived

6. Live Chat BenefitsHelps sales conversion, improve customer satisfaction and loyaltyInstils confidence visitors identify you as a real companyConfirm its the right choice for the end userUnderstand customers needs in real-timeQuickest way for Visitors to get informationDirect Visitor EngagementHelps in delivering an experienceReduce Customer Waiting TimesReal time communicationProvide Assistance or HelpWiden Markets (Translation)Lower Support CostsLower OverheadsKeeps momentumTangible BenefitsReduces Overall Call & Email Volume

7. Improves Online Conversions (20% Uplift)

8. Increased Agent ProductivityFocus 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 AnalyticsWhosOn and Omniture Real Time AnalyticsYou can launch a campaign and make rapid changes if you see that things aren't workingWhosOn provides the ability to Interact!Focus On Web Analytics

9. Real Time AnalyticsAnalytics DataHow did your visitors arrive?Is your site on targetReferring URL’sWhat are visitors looking for?Analytics can tell you what people are seeking not just what they’ve foundCart Abandonment RateWhere are visitors landing / bouncing & viewingMultiple homepages Call to actionWhat Interests your customersWhat are your website’s trends over time?Seasonal TrendsDemographics

10. Live Analytics – Close Up

11. Live Chat Interface DesignKey Focus on the Users Experience and InteractionUser Needs EstablishedWhat Users WantHow Tech SavvyMake the Interaction simple and Efficient User Centered DesignCombine Technical Functionality and Visual ElementsWhat Interface look and Feel Appeals?

12. Live Chat Interface DesignClarityDiscriminabilityConcisenessConsistencyDetect abilityLegibilityComprehensibilityPromptsStatus information.ErrorOn-line help

14. Live Analytics CRM IntegrationCRM 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.

15. Organisations are failing to realise when customers are checking back in via the website.CRM InvestmentMeeting Prospects

16. Pulling Lists

17. Attending Trade-Shows

18. Reading Articles