convert more visitors to customers
DESCRIPTION
Best-in-class companies know the secret to converting high value visitors: You need to engage them at the moment they are most likely to convert, while they are still on your site. Enterprise companies are re-inventing engagement strategies by moving away from treating website visitors with a “one size fits all” approach. These companies are identifying high impact visitors the moment they click on the web site. The secret to their success is in identifying, segmenting and targeting those who are high impact — shoppers with high shopping cart values, price comparison shoppers, shoppers who want to buy more but have questions — and engage each differently to convert them into lifetime customers. Best-in-class companies who are able to engage live when the stakes are high have successfully converted more of their existing visitors by at least 20%, while increasing average order value by 35%. Get your business ready for high stakes engagement today. Register for this upcoming webinar, led by Alon Waks, Director of Product Marketing and Head of Go-To-Market Strategy for LivePerson as he shares: How to identify the profile and intent of a high stakes visitor; How to intelligently engage the right visitors at the right time to increase conversions and decrease bounce rates; and Real-world examples from Home Depot and Verizon on how to target and engage high impact visitors.TRANSCRIPT
Presented by
Convert More VisitorsTo Customers
#LPTALK
Sponsored by
Enterprise-Class Secrets To High Impact Targeting
Follow this webinar on Twitter
#LPTalkDemand Gen Report: @DG_Report
LivePerson: @LivePerson
Alon Waks: @AlonWaks
Panelists Moderated by:
Alon Waks,
Director of Product Marketing,
LivePerson
Alicia Fiorletta Demand Gen Report
#LPTalkThe Broken Landscape of Digital Engagement
For every $92 marketers spend
driving traffic to their websites,
they spend only $1 to optimize them.
1 in 20 of your online visitors have a disproportionately high
impact on your business and need to be engaged
83% need some form of support during their online journey
93% of consumers see real-time help as being beneficial
#LPTalk
When stakes are high
Engage Live
Visitors
Self-Serve Purchase Complete
Transaction
intend to buy but
don’t
Intend to
buy but
need help
Purchase
“Just
Browsing”
Abandon
CartLeave
Complete
Transaction
Right
Engagement
#LPTalk
1D Rules Targeting:
Complex, tedious,
manual updates
Intelligently Engage
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“Hot Lead”
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Visitor Most Likely to Convert
Multiple-D Algorithm
Predictive:
Simplified &
automatic
#LPTalkHow Do You Identify Your Targets?
• Who fits your
business goals?
• Who of those has
intent to engage, convert?
• Who doesn’t?
?
Visitor Traffic
• Cart Value > $xx
• Low Csat
Business Goals
• High
Conversion
• High LTV
• Loyalty
?
#LPTalkIntelligently Engage
Visitor Traffic
• Cart Value > $xx
• Low Csat
Business Goals
• High
Conversion
• High LTV
• Loyalty
• 3rd Party Data
• Visitor Profile
Self Learning Algorithm
• Automatically
identifies audience
• Intent models drive
visitor scoring
• Self learning model
leverages behavior,
visitor data, external
#LPTalkIntelligently Engage
From all visitors, target the right ones that fit the campaign goal –by behavior and value…..at the right location and time
Provide the right engagement type –chat, offer, voice, video –to best fit visitor behavior
Leveraging collaboration through rich media, show video, file sharing, screen share
Using the right agent/representative, fit per visitor profile, language and skills
Chat
Voice
Video
Personalized Offers
?
Visitor Traffic
Generating rich data, extracted from engagements, to enrich customer digital investments
Optimize AgentPerformance
Paid, Organic Search Social Strategy
OffersCSAT, FCRRatings, Reviews
Enriched Engagement Data
• Cart Value > $Xx
• Low Csat
Business Goals
• High
Conversion
• High LTV
• Loyalty
John
Visitor Intent Models – Closer Look
Kelly Mary
New York
PC
Browsed 10 Different
Product Pages
Kansas
Mobile
Referral: Free Promotion
On Return Policy Page
San Francisco
PC
Added Items to Cart
Removes item from
Cart
Score: 0.8 (needs help)
Score: 0.5 (Predict Self Serve) Score: 0.75 (needs help shopping) Score: 0.2 (low value)
Agent Availability: 0
Business Goal: ConversionPending Invite:
Based on agent
availability
Agent Availability: 1
#LPTalk
#LPTalkThe Moment of Truth: Reduce Cart Abandonment and Up-sell
Customer browsing
item detail page
Clicks to “Add to Cart”
Item added to cart
and customer
proceeds to view
Views cart and
removes “ottoman”
item
Triggers chat
invitation
Customer expresses
concern about
original items size
Agent shares
specifications for a
different item
Item fits customers
need, adds item to
their cart.
Proceeding through
check out process
customer has error on
their credit card
New proactive invite
offering help to
complete the order
Recommended use case
Home Depot:
Drive cart change
to up-sell
Provide offer to engage
live when changing cart
value, abandonment and
drive upsell.
Increase mobile conversions with visual engagements
Visitor is able to request direct
design consultation on mobile
chatInstant image in chat allows for
more effective, on point and
personalized product consultation
Relevant product
recommendations drive sales
Personal instant
assistance:Ability to quickly see
customer’s physical
requirements leads to
more highly tailored
recommendations.
#LPTalkOptimize Customer Acquisition & Reduce Bounce Rate
Visitor searches
for commoditized
product
Paid search
sponsored link
Live engagement for
lingering customerRich multimedia to
drive sales closure
Verizon: Acquisition
and Bounce Reduction
Capture and Engage with
customers searching for
commoditized products.
Personalized offer
to differentiate
When stakes are high–Engage Live
Analysis of many
engagements
enables to identify
recurring themesEngaging each traffic with personalized offers
clients see conversion increases of over 25%.
Recommended use case
Increase Revenue per Visitor & Conversions from Paid Search
Search shows
price conscious
visitor
Paid search
sponsored link
Live engagement
addressing customer
intent
Personalized offer
to engage
Cisco: Paid Search
“Customer Intent” driven
engagements lead to higher
conversion rate.
Optimize key word ad copy by
matching text to direct
customer feedback.
After chat, analysis of
engagements helps
identify recurring themes
for conversions
Great selection including UCSB200 & 5100
Analysis helps refine
ad text.
Recommended use case
#LPTalk
Highlights
• 2 billion site visits per month
• 20 million live engagements per month
• Analyzes over 1.2 million documents and chat transcripts per month.
Customers
• 8,500 customers around the globe, including:
• 8 of the Top 10 Fortune 500 companies
•10 of the Top 15 Commercial Banks (Fortune 500)
•Top 4 of Top 5 Telecommunication Companies (Fortune 500)
•3 of the Top 5 Internet Service Companies (Fortune 500)
Creating Meaningful
Connections…
…Between Brands
and Customers...
..to Generate Value
LivePerson Company: Who Are We
Thank You