Engaging the Right Visitor with the Right Message at the Right Time - Michael Teitelbaum, Velaro
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Increasing Conversion Rates Engaging The Right Visitor With The Right Message At The Right Time
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Transcript of Engaging the Right Visitor with the Right Message at the Right Time - Michael Teitelbaum, Velaro
Increasing Conversion Rates
Engaging The Right Visitor With The Right Message At The Right Time
Increasing Conversions With Live Help
Up to 15% of online consumers will complete a sale if engaged in text chat versus 2% for those who do not.
Internet Retailer
Integrating live chat reduces abandoned shopping carts from 20% to 50%.
Giga Group
Online customer service improves conversion rates by 40% to 60%.
USA Today
90% of online visitors want human interaction.
Jupiter Communications
Progression Analytics: Tracking Visitor Path
Visitors Chats Purchases
Contact Website Visitors
Contact . Interact . Transact .
Halloween Express: Home Page
Ebay Prostores: Home Page
Optics Planet: Home Page
Dell Storage: Home Page
Moving Closer to Purchase
Site Analysis:
Where are visitors showing intent?
Where are visitors abandoning?Adjust prominence accordingly
Brickhouse Security: Product Pages
Global Industries: Help Finding Product
Let’s Talk: Product Pages
Fast Color Printer: Pre-chat Survey
Proactively Contact Visitors
Invitation to Chat:
Manually targetLocation on site
Time on page/site
What’s in shopping cart
High value customer
Agent View of Site Activity
Agent View of Customer Information
Customer Info Tab:
Click on visitorContact information
Agent View of Shopping Cart
Shopping Cart Tab:
Click on visitorCart contents
High Value Customers
Agent Alert:
Based on shopping cart contents
Set up custom rules
Automatically Deliver Proactive Invitations
Referring siteReferring keywordsPaid searchReturning visitorsHigh value visitorsSpecific pagesTime on page
Setting Up Rules With Livefluence:
1-800-GOT-JUNK: Filling Out Form
GlobalSign: On Site Behavior
BeauCoup: Product Section
Brickhouse: Time in Product Section
Prevent Abandonment
Can’t Easily Find Items:
Poor navigationFailed searches
Engaging at Frustration Points
Failed Search:
Automatically triggered Appears over pageCustom message
Interact With Website Visitors
Contact . Interact . Transact .
Knowing Your Audience
Pre-chat Surveys:
Customized fieldsVary from page to pageRoute to appropriate agent
Chatting With Visitors
Consistent / Efficient Communications:
Pre-made messagesPush filesPush web pages
Quality Control
Ensure Quality Communications:
Shadow chatWhisper chatPost-chat surveys – customized
Transact With Website Visitors
Contact . Interact . Transact .
Engaging at Frustration Points
Failed Credit Card:
Automatic inviteAppears over pageCustom message
Increasing Average Transaction Value
Offer Incentive:
Automatic inviteBased on cart value
Increasing Average Transaction Value
Up-sell or Add-on:
Automatic inviteBased on cart items
In Conclusion
Strategic Approach: ROI
Analyze websiteDetermine opportunitiesPlace “reactive” messagesSet rules for proactive messagesDevelop custom messagingTrain agentsEngage intelligentlyIncrease conversion rates
Steps to Success:
Tracking Return On Investment
Visitors Chats Purchases
“Your Guide to Live Help Success”
Contact . Interact . Transact .
Velaro, Inc. | 8172 Lark Brown Road | Elkridge, Maryland 21075 | 800-9VELARO
