convert more visitors to customers

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Presented by Convert More Visitors To Customers #LPTALK Sponsored by Enterprise-Class Secrets To High Impact Targeting

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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

Page 1: Convert more visitors to customers

Presented by

Convert More VisitorsTo Customers

#LPTALK

Sponsored by

Enterprise-Class Secrets To High Impact Targeting

Page 2: Convert more visitors to customers

Follow this webinar on Twitter

#LPTalkDemand Gen Report: @DG_Report

LivePerson: @LivePerson

Alon Waks: @AlonWaks

Page 3: Convert more visitors to customers

Panelists Moderated by:

Alon Waks,

Director of Product Marketing,

LivePerson

Alicia Fiorletta Demand Gen Report

Page 4: Convert more visitors to customers

#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

Page 5: Convert more visitors to customers

#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

Page 6: Convert more visitors to customers

#LPTalk

1D Rules Targeting:

Complex, tedious,

manual updates

Intelligently Engage

Rule

1

Rule

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Rule

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Rule

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Rule

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Rule

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Rule

3

Rule

7

Rule

11

Rule

15

Rule

4

Rule

8

Rule

12

Rule

16

“Hot Lead”

Rule

1

Rule

5

Rule

9

Rule

13

Rule

2

Rule

6

Rule

10

Rule

14

Rule

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Rule

11

Rule

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Rule

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Rule

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Visitor Most Likely to Convert

Multiple-D Algorithm

Predictive:

Simplified &

automatic

Page 7: Convert more visitors to customers

#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

?

Page 8: Convert more visitors to customers

#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

Page 9: Convert more visitors to customers

#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

Page 10: Convert more visitors to customers

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

Page 11: Convert more visitors to customers

#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.

Page 12: Convert more visitors to customers

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.

Page 13: Convert more visitors to customers

#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

Page 14: Convert more visitors to customers

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

Page 15: Convert more visitors to customers

#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

Page 16: Convert more visitors to customers

Thank You