Date post: | 14-Jul-2015 |
Category: |
Marketing |
Upload: | argyle-executive-forum |
View: | 223 times |
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Convert High Value Visitors to
Happy Customers….anywhere
Kelly Brashear, LivePerson
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But what is the online shopping
experience today?
There is Mass Digital Adoption
http://www.youtube.com/watch?v=3Sk7cOqB9Dk
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Disconnected Customer
Digital transformation
• Digital journeys broken
• Have to search
• Lack context
• In-store /= online
• Omni channel
• Onboarding incentive
• Call when complex
CustomersBrand
Digital natives:
“I will reach you whenever/however I want to, but
you can reach me only when I want you to 62% of Gen Y
New social contract emerging
Connected Customer
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________________________________________________________________________________________________________________________
47% of ecommerce revenue - multiday purchase process
65% of total revenue - of more than one step (google)
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Disconnected Customer
Digital transformation
ServiceTarget Customer shows intent – I am
ready to serve / transact by myself, but
I can’t or won’t
AcquisitionTarget Customer shows intent – I am
ready to buy by myself, but I can’t or won’t
Ready to connect / engage now
Ready to connect / engage now
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Four Areas of Transformation
Digital transformation
PeopleAgents, In Store
DataConversation,
Insights
ProcessBest Practices
Digital technologyCustomer Journeys
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How to Get More Customers of Higher ValueDigital transformation
Adding the human touch to the new customer journey
Visitors Digital properties
Purchase
Drive Value
People
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Increase Conversions and Reduce Bounce
Visitor searches
for commoditized
product
Clicks on paid
search ad
Live help addressing
visitor needs and
intentions
Rich media assists in
sales closure
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Questions? I’m here to help!
Start Chat
How do I care for these blinds?
Customer automatically
identified by targeting
engine and engaged with
chat
Customer requests
assistance with product
questions
Immediately Adjust to Customer Hesitations
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Analyze campaign
performance throughout the
day
Real time topic analysis
reveals trends of customer
inquiries
Immediately Adjust to Customer Hesitations
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Easy Care! No special cleaning supplies needed!
Use window cleaner when needed.
Easy Care! No special cleaning supplies needed!
Use window cleaner when needed.
React to trending topics with
content created and
published on the fly
Content is immediately
published to website
Easy Care! No special cleaning supplies needed!
Use window cleaner when needed.
Immediately Adjust to Customer Hesitations
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Analyze chat
conversations for
visitors looking for
shoes
Increase Conversions While Reducing Bounce
Conversions by Chat Topics
Recommended use case
Questions about
shoe sizes are driving
the highest
conversionsDiscover Ted Baker designer shoes, displayed with our unique size guide
Analysis helps refine
ad text.
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The Moment of Truth: Reduce Cart Abandonment
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
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Visitor requests live
help during shopping
process
Hi there,
How can I help you today?
I have chosen a shirt as a gift to my husband.
I wanted to ask you for recommendations.
A shirt is a great gift! I would recommend to
purchase a matching tie as well.
Agent recommends
additional products
using rich media.
Empower Agents to Upsell
Recommended use case. Rich media may require additional PS work.
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Be Available Beyond the Website
Get better
campaign
response rates,
and improved
customer
experience by
adding chat links
directly in the
inbox
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Improve your
visibility in
search engines
by offering chat
directly from
within Google
search results
Be Available Beyond the Website
Company
• Cloud-computing, SaaS pioneer since 1998
• IPO April 2000 (Nasdaq: LPSN); Profitable and debt free
• 700+ employees
• LivePerson offers an extensive and rapidly-growing partner network.
Customers
• 8,500 customers around the globe have chosen LivePerson to create secure,
reliable connections with their customers. LivePerson clients include:
• 8 of the top 10 Fortune 500 companies
•Top 10 of 15 commercial banks (Fortune 500)
•Top 4 of 5 telecommunication companies (Fortune 500)
•4 of the top 7 of the Forbes Global 2000
•5 of the top 6 software and services companies (Forbes 2000)
•8 of the top 10 of Interbrand's Best Global Brands
Service Delivery
• 1.8 billion visitors monitored per month
• 20 million connections per month
• Analyzes over 1.2 million documents and chat transcripts per month.
Mission
Creating Meaningful Customer Connections
LivePerson is…
Live Chat and Click-to-Call
Vendor 2012