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