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Asp.Net Live Chat Presentation

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Live Chat Presentation For ASP.net Storefront Las Vegas 2011
Transcript:
  • 1.Live Chat Insight Online Customer Engagement has Evolved Presented By: Ian Rowley 9 thMarch 2011

2.

  • Parker Software established in 2003, develops innovative Windows based software aimed at companies that do business on the web.
  • Our two main products are:
    • A tool for monitoring web site visitor activity in real time and live chat
    • 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.

About Us 3. Global Customers 4. There is more to Live Chat than simply click to chat, live chat now plays a major role in many organizations and is seen as a major component of an online customer engagement strategy. Presentation Highlights Include: Real Time Analytics - The Swiss Army Knife Equivalent of Web Analytics! Chat Interface Design Outlook on Steroids! Why Good Live Chat Design Produces Faster Results Improved Customer Relationships Knowledge is Power! Live Chat and back office CRM Integration Presentation Overview 5. Live Chat Exposure 6.

  • Helps sales conversion, improve customer satisfaction and loyalty
  • Instils confidence visitors identify you as a real company
  • Confirm its the right choice for the end user
  • Understand customers needs in real-time
  • Quickest way for Visitors to get information
  • Direct Visitor Engagement
  • Helps in delivering an experience
  • Reduce Customer Waiting Times
  • Real time communication
  • Provide Assistance or Help
  • Widen Markets (Translation)
  • Lower Support Costs
  • Lower Overheads
  • Keeps momentum

Live Chat Benefits

  • Tangible Benefits
  • Reduces Overall Call & Email Volume
  • Improves Online Conversions (20% Uplift)
  • Increased Agent Productivity

7.

  • 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 working
  • WhosOn provides the ability to Interact!

Focus On Web Analytics 8. Real Time Analytics

  • Analytics Data
  • How did your visitors arrive?
    • Is your site on target
    • Referring URLs
  • What are visitors looking for?
    • Analytics can tell you what people are seeking not just what theyve found
    • Cart Abandonment Rate
  • Where are visitors landing / bouncing & viewing
    • Multiple homepages
    • Call to action
    • What Interests your customers
  • What are your websites trends over time?
    • Seasonal Trends
    • Demographics

9. Live Analytics Close Up 10.

  • Key Focus on the Users Experience and Interaction
    • User Needs Established
    • What Users Want
    • How Tech Savvy
  • Make the Interaction simple and Efficient
  • User Centered Design
  • Combine Technical Functionality and Visual Elements
  • What Interface look and Feel Appeals?

Live Chat Interface Design 11.

  • Clarity
  • Discriminability
  • Conciseness
  • Consistency
  • Detect ability
  • Legibility
  • Comprehensibility
  • Prompts
  • Status information.
  • Error
  • On-line help

Live Chat Interface Design 12. 13.

  • CRM is used for managing either a database of prospects or an existing customer list.
  • Problems!
    • Many companies residing in these lists are not being contacted regularly.
    • Organisations are failing to realise when customers are checking back in via the website.

Live Analytics CRM Integration 14.

  • Meeting Prospects
  • Pulling Lists
  • Attending Trade-Shows
  • Reading Articles
  • Doing Research
  • Optimizing Websites

CRM Goal Convert Prospects Into Buyers CRM Investment 15.

  • Constant Contact Potential Customers on average take 5 to 7 methods of contact to make purchase decision.
  • 75-90% percent of a companys potential annual revenue is sitting in longer term prospects
  • Most prospects buy between 6-12 months from first contact

CRM Facts 16.

  • The ability to create new and update existing CRM records from website information.
  • Ability to integrate chat logs within the CRM
  • WhosOn significantly improves pipeline opportunities and brand exposure and also leads to improved relationship management

WhosOn CRM Integration 17.

  • In this current economic climate, companies are finding that their online strategy will be vital in keeping their customers engaged.
  • 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 onlineMany of these are still largely untapped, and are perfect opportunities to invest in for a long-term competitive advantage.
    • Scott DoddsGeneral Manager Small and Midmarket Solutions and Partners Group Microsoft- Customer Engagement Survey 2009

Summary Word From Another 18.

  • Further Information
  • Ian Rowley (MSc) Business Development Manager
  • Parker Software Inc, 4767 New Broad Street, Orlando, Florida 32814
  • e:[email_address]
  • w:www.whoson.com
  • IRowley
  • USA: Toll Free (800)-680 7712
  • Stand 8
  • Free Trialwww.whoson.com/trialoptions.aspx

Q & A

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