live chat insight: online customer engagement has evolved - ian rowley, who's on
TRANSCRIPT
Live Chat InsightOnline Customer Engagement has Evolved
Presented By:Ian Rowley
9th March 2011
• 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
Global Customers
There 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
Presentation Overview
Live Chat Exposure is Increasing
General misconception about its functionality and benefits derived
Live Chat Exposure
• Helps sales conversion, improve customer satisfaction and loyalty• Instils confidence visitors identify you as a real company• Confirm its the right choice for the end user• Understand customers needs in real-time• Quickest way for Visitors to get information• Direct Visitor Engagement• Helps in delivering an experience• Reduce Customer Waiting Times• Real time communication• Provide Assistance or Help• Widen Markets (Translation)• Lower Support Costs• Lower Overheads• Keeps momentum
Live Chat Benefits
Tangible Benefits• Reduces Overall Call
& Email Volume
• Improves Online Conversions (20% Uplift)
• Increased Agent Productivity
Focus 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 Analytics
WhosOn and Omniture Real Time Analytics• You can launch a campaign and make rapid changes if you see
that things aren't working
WhosOn provides the ability to Interact!
Focus On Web Analytics
Real Time Analytics
Analytics 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
Live Analytics – Close Up
• Key Focus on the Users Experience and Interaction– User Needs Established– What Users Want– How Tech Savvy
• Make the Interaction simple and Efficient • User Centered Design• Combine Technical Functionality and Visual
Elements• What Interface look and Feel Appeals?
Live Chat Interface Design
• Clarity• Discriminability• Conciseness• Consistency• Detect ability• Legibility• Comprehensibility• Prompts• Status information.• Error• On-line help
Live Chat Interface Design
CRM 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.
• Organisations are failing to realise when customers are checking back in via the website.
Live Analytics CRM Integration
• Meeting Prospects• Pulling Lists • Attending Trade-
Shows• Reading Articles• Doing Research• Optimizing Websites
CRM Goal – Convert Prospects Into Buyers
CRM Investment
• Constant Contact – Potential Customers on average take 5 to 7 methods of contact to make purchase decision.
• 75-90% percent of a company’s potential annual revenue is sitting in longer term prospects
• Most prospects buy between 6-12 months from first contact
CRM Facts
• The ability to create new and update existing CRM records from website information.
• Ability to integrate chat logs within the CRM
WhosOn significantly improves pipeline opportunities and brand exposure and also leads to improved relationship management
WhosOn CRM Integration
In this current economic climate, companies are finding that their online strategy will be vital in keeping their customers engaged.
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.
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. .........
.........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.
Scott Dodds General Manager Small and Midmarket Solutions and Partners Group – Microsoft - Customer Engagement Survey 2009
Summary – Word From Another
Further Information
Ian Rowley (MSc) Business Development Manager
Parker Software Inc, 4767 New Broad Street, Orlando, Florida 32814
w: www.whoson.com
IRowley
USA: Toll Free (800)-680 7712
Stand 8
Free Trial www.whoson.com/trialoptions.aspx
Q & A