IMRG – Digital Marketing Strategy

Live Chat - Empowering Online Customer Engagement

Presented by:

Ian Rowley

09/10/2010

About Us

• Parker software established in 2003, develops innovative Windows based software aimed at companies that do business on the web.

• Our two main products are: – WhosOn, a tool for monitoring web site visitor activity in real time

and live chat– Email2DB, an advanced email automation tool for integrating

incoming emails with business processes

• We are a privately held company. All our software products are owned, developed & supported by us from our offices in the UK and USA.

WEBSITE TRAFFIC - How Do we Track & Engage Effectively?

Multi Channel Marketing - The Funnel Effect

Email

Television & Radio Advertising

Printed Adds

Telemarketing

Social Media

Online Advertising – Adwords / Banners

Consumer Chat ExposureLarge majority of consumers are exposed to chat!

General misconception about its functionality and benefits derived

Live Chat is no Longer Purely Text!

Live Chat - Meeting the Grade

Track Web Visitors In Real Time - Track real time web usage.

Real Time Prospect Detection Track 'Prospects' by watching which pages a visitor is requesting. See how many prospects are converting by PPC campaign or keyword.

Engage Your Visitors Engage your visitors with proactive 'Invite' requests.  Configure multiple automatic rule-based invites.

Provide Live Chat For Sales & Support Add secure live visitor chat to your website. Let visitors communicate with you as they browse. Increase sales and improve customer support.

View Live Analytic Reports View detailed web analytics reports. Live and on demand web analytics reporting.

Links With Your CRM System Integrate website visitor records and chat sessions with Microsoft Dynamics CRM. Capture visitor contact information in real time from your web forms.

Live Chat Translation Translate chats in real-time, currently supporting 16 languages

Remote Control and Co-Browse Provides the ability to take control of the visitors desktop

High Level Benefits• Enables Visitors to engage directly with you (or vice versa)• Real time communication• Provide Assistance or Help• Quickest way for Visitors to get information they need about a Product/Service• Helps sales conversion, improve customer satisfaction and loyalty• Widen Markets (Translation)• Lower Support Costs (Aviva Example)• Lower Overheads• Reduce Customer Waiting Times• Helps in delivering an experience• Keeps momentum• Instils confidence visitors identify you as a real company• Confirm its the right choice for the end user• Understand customers needs in real-time

Tangible Benefits• Reduces Overall Call &

Email Volume

• Improves Online Conversions (20% Uplift)

• Increased Agent Productivity

Words From Another

Increasing long-term customer value and providing them with quality rather than quantity will be of highest importance. Finding a way to speak to your customers on a more individual level will mean greater satisfaction and loyalty.

The most valuable customers you can have are those who know you have made an effort to speak to them directly, and will happily recommend your product/service to their friends, colleagues and family. .........

.........There is a whole range of possibilities to engage your audience online Many of these are still largely untapped, and are perfect opportunities to invest in for a long-term competitive advantage.

Scott Dodds General Manager Small and Midmarket Solutions and Partners Group – Microsoft - Customer Engagement Survey 2009

Focus On Web Analytics

Measurement, collection, analysis and reporting of internet data for purposes of understanding and optimising web usage.

Can you rely on historical data?– Google Analytics

WhosOn and Omniture Real Time Analytics• You can launch a campaign and make rapid changes if you

see that things aren't workingWhsoOnThe Ability to Interact

Analytics Data – Key Information Required

How did you visitors arrive?

– Verify your site is on target

– Referring URL’s, Geographic Information

• What are visitors looking for?

– Analytics can tell you what people are seeking not just what they’ve found

– Cart Abandonment Rate

• Where are visitors landing / bouncing & viewing

– Multiple homepages

– What Interests your customers

• What are your website’s trends over time?

– Seasonal Trends

– Demographics

Live Chat Analytics

• Live Statistics – Visitor arrival (landing page) through to page views• Identification of referrers• Identification of Search Engines• Entry Alerts• Times of Day• Prospect & Customer Tracking• Historical Data Including Chat History• Strip out spiders & bots – Human Traffic• Notifications of Types of Visitor• Monitor Multiple Sites• Remote View• Alerts of Page Errors Real-Time• Historical Data• CRM Integration• Geographic Location / Region• Keywords• Campaign Codes

Conclusion

Live chat continues to evolve providing enhanced functionality and visitor/campaign tracking

As more and more consumers look towards the web and as more marketing resources are funnelling traffic towards this medium now is the time to effectively monitor these site visitors in real time and to give your website a voice

Questions?