A Step-by-Step Guide To Beat The Competition In eCommerce With Personal Real-time Support

http://robinhq.com/guide/

“Conversations via Live Chat will win the competitive battle for independant online stores.”

Key concepts

 The Relational Shopper

 The Human Conversation

 The Roadmap to Great Conversation  

The Relational Shopper

“Relational Shoppers represent a smaller share of store traffic but a larger share of sales, higher closing ratios, higher average sales, and higher profit margins.”

Relational Vs Transactional

The Transactional Shopper

Focused only on “today’s” transaction, thinking little about future purchases. Fearful of paying more than they need to. Lovers of the shopping, comparing, and negotiating experience. Researchers — and not really interested in the help of an expert. Only going to buy when they get the great deal they’re looking for. Going to tell everyone about the great deal they get. Not dependable — they’ll leave the instant they find a better deal.

The Relational Shopper

Today’s purchase is one in a series of many future purchases. Looking for the right place from which to make their purchase. Fearful of making a poor choice over anything else. Not enjoying the experience of shopping or negotiating. Looking for expert advice so they feel secure about their possible purchase. Going to buy once they feel secure about their purchase. Going to come back if in need for the same type of product.

An eCommerce store’s BFF!

Spotting Relational Shoppers

The Human Conversation

The Commanders Intent

The 10 Steps of the Human Conversation

The Conversation Roadmap

A 5 Stage Roadmap  

 Stage 1: Preparing to win.

 Stage 2: Conversation flow & backlog.

 Stage 3: Live chat on cart.

 Stage 4: Live chat on product pages.

 Stage 5: Full site live chat.

 Step 1: Set goals.

 Step 2: Step up team soft skills.

 Step 3: Set channel strategy.

Stage 1 Preparing to win  

Stage 2 Flow & backlog  

 Step 1: Access & prioritize.

 Step 2: Get tactical.

 Step 3: Clear the backlog.

 Step 1: Keep them in the funnel.

 Step 2: Apply soft skills to sell.

 Step 3: Learn from the conversation.

Stage 3 Live chat in cart  

 Step 1: Smart placement.

 Step 2: Manage team expectations.

 Step 3: Pilot active chat with rules.

Stage 4 Live chat on product pages  

 Step 1: Bolster your defense lines.

 Step 2: Live chat on home page.

 Step 3: Show the world.

Stage 5 Full site live chat  

Why live chat again?

  Many of bigger stores don’t offer it.

  Consumers are lovin’ it.

  It contributes to a more profitable store!  

http://robinhq.com

Michiel Gaasterland @MichielGaas mg@robinhq.com

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