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How LiveChat Increased Email Engagement 360% with Customer Journey Marketing
2
ASK US ANYTHING
#JourneyMarketing @AutopilotUS
@LiveChat
#JourneyMarketing
3
Today’s Agenda
• Introduction
• 5 automation journeys
• Takeaways
• Q&A
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MEET THE SPEAKERS
Jacob Firuta Customer Success Manager
Guy Marion Chief Marketing & Growth
Filip Jaskólski Web Developer
#JourneyMarketing
Real-time, live-chat software for customer service and online sales
THE FASTEST WAY TO HELP YOUR CUSTOMERS
#JourneyMarketing
ABOUT LIVECHAT
#JourneyMarketing
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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
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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
Five #Winning LiveChat Automation Journeys
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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.
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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
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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
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4
TRIAL ONBOARDING Converting free trials into customers
#JourneyMarketing
46%
Proactively engage qualified leads
7.6%open rate click rate
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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
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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
Q&A
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autopilothq.com blog.autopilothq.com
@autopilotus
livechatinc.com livechatinc.com/blog
@livechat
[email protected] [email protected]
GET IN TOUCH
#JourneyMarketing