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The web is getting more social, winning new business is becoming more competitive, and the attention span of your audience is shrinking. Now more than ever, it's important to stay top of mind with your customers and prospects, and ahead of your competitors. In this presentation, Velaro & Blue Sky Factory deliver tips and tactics for more effectively engaging your audience online, including live chat, email marketing, and social media.
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“Unique Ways to Engage Your
Audience”
Contact . Interact . Transact .
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About Blue Sky Factory
Helping you become a better marketer through effective email and social media marketing.
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About Velaro
Improving the effectiveness of your online presence, whether the goal is:
Generating leads Online transactions Improving customer service
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Live Chat: From Consumer Perspective
Consumers visit a business website:
Sales questions. Customer support
questions. Want answers while
online. Don’t want to get stuck in
voicemail.
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Engagement:
Live Chat
Email Engagement
Social Engagement
Driving Deeper Engagement
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Why Live Chat?
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
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Tracking Return On Investment
Visitors Chats Conversions
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Contact Prospects and Customers
Contact . Interact . Transact .
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Display Messages To Encourage Contact
Images / Text:
Any position on page Indicates availability Branded to your site
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Ebay Prostores: Home Page
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Dell Storage: Home Page
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Moving Closer to Conversion
Site Analysis:
Where are visitors showing intent?
Where are visitors abandoning?
Adjust prominence accordingly
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Let’s Talk: Product Pages
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Fast Color Printer: Pre-chat Survey
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Proactively Contact Visitors
Invitation to Chat:
Manually target Location on site Time on page/site What’s in
shopping cart High value
customer
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Agent View of Site Activity
Complete Visibility
Referring site Referring keyword Geography New or repeat visitor Visitor path Time on site/page
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Automatically Deliver Proactive Invitations
Referring site Referring keywords Paid search Returning visitors High value visitors Specific pages Time on page
Setting Up Rules With Livefluence:
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1-800-GOT-JUNK: Filling Out Form
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Brickhouse: Time in Product Section
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Prevent Abandonment
Can’t Easily Find Items:
Poor navigation Failed searches
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Engaging at Frustration Points
Failed Search:
Automatically triggered Appears over page Custom message
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Interact With Prospects and Customers
Contact . Interact . Transact .
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Knowing Your Audience
Pre-chat Surveys
Customized fields Vary from page to page Route visitor to appropriate agent Branded to your site
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Integration with CRM
Look up visitor records Create new records
Upload transcripts View in same window
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Agent View of Shopping Cart
Shopping Cart Tab:
Click on visitor Cart contents
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Chatting With Visitors
Consistent / Efficient Communications
Immediate assistance Pre-made messages Auto spell check Push files Push web pages Google Translate integration
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Quality Control
Ensure Quality Communications
Shadow chat Whisper chat Post-chat surveys – customized
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Transact With Website Visitors
Contact . Interact . Transact .
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Engaging at Frustration Points
Failed Credit Card:
Automated trigger Appears over page Custom message
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Increasing Average Transaction Value
Up-Sell Opportunities:
Auto trigger Based on cart items
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Progression Analytics: Tracking Visitor Path
Visitors Chats Purchases
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Reporting
Marketing campaigns Conversion tracking Account/Agent utilization Hundreds of reports
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Live Chat in Email
Bridging the Gap
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Drive Email Subscriber Engagement
Integrating Live Chat:
Confirmation Emails Transactional Emails Special Offer Emails
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Drive Email Subscriber Engagement
Integrating Live Chat:
Upsell Emails Re-engagement Emails E-Newsletters Highly Personalized/
Targeted Emails
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Drive Email Subscriber Engagement
Continually TEST for optimal engagement.
Live Chat CTA Live Chat Placement ‘Live Chat’ text in Subject Line
Live Chat in Social Media
More Conversations…
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Social: Start and Continue Conversations
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Social: Start and Continue Conversations
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Social: Start and Continue Conversations
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Deeper Customer Engagement:
Live Chat
Email Engagement
Social Engagement
Driving Deeper Engagement
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Free Online Marketing eBook
blueskyfactory.com/engagewebinar
16 Tips for Social Sharing
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Free Whitepaper
velaro.com/bestpractices
Live Chat Best Practices
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Thank You!
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Questions and Answers
blueskyfactory.com @blueskyfactory
1.866.216.BLUE
velaro.com @velaro_inc
1.800.9VELARO
