17
How LiveChat Increased Email Engagement 360% with Customer Journey Marketing

How LiveChat Increased Email Engagement 360% with Customer Journey Marketing

Embed Size (px)

Citation preview

Page 1: How LiveChat Increased Email Engagement 360% with Customer Journey Marketing

How LiveChat Increased Email Engagement 360% with Customer Journey Marketing

Page 2: How LiveChat Increased Email Engagement 360% with Customer Journey Marketing

2

ASK US ANYTHING

#JourneyMarketing @AutopilotUS

@LiveChat

#JourneyMarketing

Page 3: How LiveChat Increased Email Engagement 360% with Customer Journey Marketing

3

Today’s Agenda

• Introduction

• 5 automation journeys

• Takeaways

• Q&A

Page 4: How LiveChat Increased Email Engagement 360% with Customer Journey Marketing

4

MEET THE SPEAKERS

Jacob Firuta Customer Success Manager

Guy Marion Chief Marketing & Growth

Filip Jaskólski Web Developer

#JourneyMarketing

Page 5: How LiveChat Increased Email Engagement 360% with Customer Journey Marketing

Real-time, live-chat software for customer service and online sales

THE FASTEST WAY TO HELP YOUR CUSTOMERS

#JourneyMarketing

Page 6: How LiveChat Increased Email Engagement 360% with Customer Journey Marketing

ABOUT LIVECHAT

#JourneyMarketing

Page 7: How LiveChat Increased Email Engagement 360% with Customer Journey Marketing

7

FROM EMAIL BLASTS TO CUSTOMER JOURNEY MARKETING

Needs

• Automated approach to serve 100,000s users

• Personalized journeys and robust segmentation

• Easy for marketing, sales, success and support users

• Integrates with existing stack

• Enables regular experiments and split testing

#JourneyMarketing

Page 8: How LiveChat Increased Email Engagement 360% with Customer Journey Marketing

8

THE APPROACH

#JourneyMarketing

LiveChat followed this setup to increase overall click rates by 360%

Capture leads from web forms & live chat

Connect tools to sync contacts and data

Trigger Autopilot journeys from LiveChat

1 2 3

Page 9: How LiveChat Increased Email Engagement 360% with Customer Journey Marketing

Five #Winning LiveChat Automation Journeys

Page 10: How LiveChat Increased Email Engagement 360% with Customer Journey Marketing

10

1

LEAD GENERATION Content download drip nurture is

personalized by industry

#JourneyMarketing

75%

eBook download generates 400+ leads

82%open rate click rate

Personalized follow-ups drive high open

and click rates.

Form is hidden for known contacts.

Page 11: How LiveChat Increased Email Engagement 360% with Customer Journey Marketing

11

2

SALES LEADS FROM SUPPORT Sales outreach email is triggered by the

LiveChat support system

#JourneyMarketing

49% 21%

A similar campaign targeted at paid

leads saw a 1% reply rate

open rate reply rate

120 high value leads in 4 months

Page 12: How LiveChat Increased Email Engagement 360% with Customer Journey Marketing

12

3

CUSTOMER LOYALTY Automatically request reviews from

high NPS customers

#JourneyMarketing

61% 13%open rate click rate

Ask Promoters (NPS >8) to write a review on GetApp

Highly rated (4.85/5.00) with 122 reviews

Page 13: How LiveChat Increased Email Engagement 360% with Customer Journey Marketing

13

4

TRIAL ONBOARDING Converting free trials into customers

#JourneyMarketing

46%

Proactively engage qualified leads

7.6%open rate click rate

Page 14: How LiveChat Increased Email Engagement 360% with Customer Journey Marketing

14

5

PROACTIVE CUSTOMER SUPPORT Delivering content in response to

customer pain points

#JourneyMarketing

54%

6 email nurture with 1 day delay step

24.5%open rate click rate

Customer asks support question Agent tags chat

Email sends with helpful content

Page 15: How LiveChat Increased Email Engagement 360% with Customer Journey Marketing

15

TAKEAWAYS

• Boost conversions with targeted campaigns aimed at a specific segment

• Make the customer journey an interdepartmental effort

• Connect tools you already use to make data collection and segmentation even better

• Surprise your customers with add personalization and a human touch in your marketing

#GrowthMarketing#JourneyMarketing

Page 16: How LiveChat Increased Email Engagement 360% with Customer Journey Marketing

Q&A

Page 17: How LiveChat Increased Email Engagement 360% with Customer Journey Marketing

17

autopilothq.com blog.autopilothq.com

@autopilotus

[email protected]

livechatinc.com livechatinc.com/blog

@livechat

[email protected] [email protected]

GET IN TOUCH

#JourneyMarketing