How to Engage Your Website Visitors with Interactive Marketing

Transcription

1 How to Engage Your Website Visitors with Interactive Marketing SPEAKERS: Toke Tangkjaer, Director of Sales, Netop Jerry Boduch, Director of Business Development, Americaneagle.com

2 WELCOME! Jerry Boduch Director of Business Development Americaneagle.com Toke Tangkjaer Director of Sales Netop

3 AGENDA AGENDA Americaneagle.com Perspective What is Interactive Marketing? Live Chat Benefits Research Industries Case Studies Ways to Incorporate Interactive Marketing Demonstration Tools / Value Implementation Summary and Q&A

4 AMERICANEAGLE.COM Our customers are always looking to improve the ease of use of their website Trend emerged toward interactive approach We found live chat to be one of the easiest and most effective solutions to produce successful results Tip Think of your website like a brick-and-mortar store/location Analysis of chat space industry led Americaneagle.com to partner with Netop

5 INTRODUCTION What is Interactive Marketing? The trend in marketing whereby marketing has moved from a transaction-based effort to a conversation. (source: wikipedia) Live Chat has grown to become a leading Interactive Marketing solution.

6 LIVE CHAT BENEFITS 1. Convert visitors into customers Turn every site visit or into a potential sale by engaging in a live chat 2. Increase efficiency, reduce costs With live chat support, you can instantly answer questions and provide your visitors with the kind of excellent online service that increases sales 3. Not just customer service, real service Give visitors access to your best experts instantly with online sales support. Help visitors navigate your Web site and quickly explain product features and options 4. Fast customer qualification Providing personalized online service will help the visitors make decisions and convert sales 5. Better customer experience With live chat software you can provide your visitors with the same level of service and expert knowledge as they expect in a traditional store

7 RESEARCH 44% of People Prefer a Live Person for Online Help Jupiter (Forrester) research 2010

8 RESEARCH Would personal service increase your completed purchases? Yes, definitely 13% Don t know 10% No 42 % 48% claim that they would buy more, if there was an opportunity for personal service Yes, to some degree 35% Source: Userneeds & Dwarf

9 RESEARCH 70% prefer chat as primary communication method Without chat solution With chat solution Before chat implementation, 75 % preferred phone as contact method After Chat implementation only 20% preferred phone as contact method Source: e-tailing group research, 2010

10 RESEARCH ROI 1: Return on Investment Results from moving communication from and phone to live chat: Handle 3-5 more clients at the same time, compared to phone support Lower response time from minutes to seconds Faster first time resolution Increase conversion rates dramatically Competitive edge Boost sales or help users, by using proactive live chat Valuable insights to customer behaviors and trends Strong statistical and analytical tools for performance At the end of the day, customer service is still ultimately about people ROI 2: Return on Involvement Engage in direct communication with your clients and make them safe and loyal Interactive Marketing learn how to serve your customers, from chatting with them Use proactive chat to help customer when and where they need it

11 INDUSTRIES Retailers Transportation Manufacturing Associations Healthcare Sports Law offices Financial Insurance Entertainment Municipalities Schools

12 CASE STUDY SAS Scandinavian Airlines RESULTS SAS implemented chat and experienced an immediate effect: A 100% increase in service efficiency Quicker response times More satisfied customers A boost to SAS s service image Netop Live has increased our service efficiency by min. 100%, as we can manage an average of 5-6 chats in the time that it takes to conduct one telephone conversation. -Stephan Rosenkilde, E-Commerce, SAS

13 CASE STUDY Cookie Diet RESULTS Live chat implemented on product pages to appear after 30 seconds of inactivity Has helped save sales More satisfied customers I really like the Live Chat feature. It's definitely saved sales that would otherwise have been lost. -Matt Siegel, CEO & President, CookieDiet.com

14 ONLINE ADS Online Ads

15 MARKETING Drip marketing Renewal programs Billing statements Mass campaigns

16 SOCIAL MEDIA

17 DEMONSTRATION Live Chat Demo

18 TOOLS / VALUE Logging and reporting Operators see customer information & history Personal customer service Switch from text to audio and/or video seamlessly Availability on all computer platforms No download required Put the click to chat button anywhere Tools to increase conversion rates & sales Tools to reduce cost per contact/call Usability

19 IMPLEMENTATION 3 Easy Steps to Implementing Live Chat on Your Website: 1. Overall Strategy Positioning of chat on website 1. Overall Strategy Graphic customization Determining number of users Etc. 2. Training 3. Launch 3. Launch Live Chat 2. Training

20 SUMMARY Key Messages Benefits of online chat can now be extended beyond the website to , online advertising & social media Increased sales, improved customer service, lower costs Rich media chat (text + audio & video options) creates a more personal experience that enhances these benefits Live chat provides an exciting opportunity for companies to make their marketing interactive and their customer service more personal and satisfying Live chat provides a unique way to increase leads and/or sales

21 THANK YOU SPEAKERS: Toke Tangkjaer, Director of Sales, Netop Jerry Boduch, Director of Business Development, Americaneagle.com