Follow us on
Connect
Advertisement
 

The Value of Integrating Live Chat Into Your E-Commerce Site

November 29, 2012 By Jeff Mason
1
Get the Flash Player to see this rotator.
 

Congratulations. Your marketing dollars are paying off and you're getting a high volume of traffic to your e-commerce site. That's certainly no easy task in today's internet retailing landscape.

However, we all know that driving traffic to an e-commerce site is only the first step.  The bigger challenge is converting visitors into paying customers. This is where the concept of next generation customer service comes into play.

Although the customer service landscape has shifted over the past several years, the core tenet of keeping customers happy will never change. In the e-commerce sector, creating thoughtful online experiences for visitors will always increase conversion rates, attract repeat visits and generate long-term brand loyalty.

One of the best ways to achieve this is through live chat, which offers a simple, cost-effective way to humanize the user experience on your website. With the push of a keystroke, visitors have access to immediate assistance. Not only does this improve overall satisfaction levels, but it also allows businesses to see significant reductions in call-center overhead.

Prior to the advent of live chat applications, shoppers could either call or email for support. Email's typically slow response time often causes shoppers to abandon a purchase and move onto a competitor's website. However, with a live chat software solution, customer support staffs can more easily multitask and even handle more than one customer at a time. As a result, waiting queues drop to a fraction of their former time, and shoppers' needs are addressed in near real time.

In addition, once a visitor is engaged via live chat, customer service representatives (CSRs) can easily make upsell recommendations based on the items in the shopper's cart.

Although there are many effective features of live chat, there's one often-overlooked strategy that has far-reaching benefits: proactive chat. Much like a sales representative in a brick-and-mortar store asking shoppers if they need help when they walk into the store, with proactive chat the same can be done in the e-commerce world.

High shopping cart abandonment rates are a plague for online retailers. By initiating automated chat invitations with prospects based on specific predefined rules or by reaching out and offering proactive assistance, agents are able to retain a visitor on the website and help close a sale.

With proactive chat, organizations can launch a conversation with a customer when they're highly active on the site (e.g., purchasing multiple items) or, conversely, when they're idle. Along these lines, live chat applications can automatically be triggered to engage the unengaged shopper, who may have other tabs open in their browser. CSRs can also have pre-written scripts on hand when launching these proactive chats that address shipping, pricing and other issues that hinder sales conversions. 

 
1

SPONSORED CONTENT

MORE ON E-COMMERCE >>

FROM THE BOOKSTORE

PDF FORMAT

<i>"Despite news to the contrary — especially from the social media space — reports of the death of email are greatly exaggerated. In fact, as your inboxes most likely show, email is growing and becoming even more sophisticated."</i> -- from <i>The Ultimate Guide to Email Marketing</i> 

It's true. Email marketing is still going strong, and continues to be one of the most important factors in any marketing campaign. 

From the first six months of 2010 to the first six months of 2011 alone, there was a nearly 21 percent increase in email volume! The average number of emails received per day in the first six months of 2010 was 472, and during the first six months of 2011, the daily average increased to 571. Marketers are having success with their email campaigns and using it more and more.

That being the case, your email marketing campaign needs all the attention it can get, and knowing what works and what doesn't is the best way to start. That's where "The Ultimate Guide to Email Marketing" comes in. 

The Guide is brought to you by the email marketing experts at DMIQ and their extensive research into one of the largest email campaign archives in the industry. On top of latest trends, it features 19 best practice chapters from today's email marketing thought leaders. You will learn how to create a relevant email program to nurture leads and drive sales, how to best use call-to-action visuals in your emails, and how to use social email to improve marketing effectiveness.

You’ll also learn:

•	Email Marketing Trends in 2011
•	Best Practices in Writing Subject Lines
•	The Strategy (and Tricks) for Improving Open Rate and Response
•	6 Tests to Improve Email Program Results
•	5 Best Practices for the Gangbusting Email Campaign
•	Best Practices for Improving Email Performance
•	6 Ways to Make Your Emails Mobile-Ready
•	Email Branding — The 16 Most Effective Strategies
•	11 Best Creative Practices for B-to-B Email Marketing
•	The Keys to Developing a Successful E-newsletter
•	How to Determine Your Customers’ Email Content Tolerance
•	How Email Marketers Can Optimize the Social Media Opportunity
•	…Just to name a few!

This comprehensive report also offers three in-depth case studies, so you can see practical examples of how these methods worked for real-life businesses. "The Ultimate Guide to Email Marketing" is an essential tool for any business that ever sends an email. 

<b><u>100% Money-Back Guarantee</b></u>

Your order is risk-free. If you are not completely delighted with “The Ultimate Guide to Email Marketing,” notify us within 30 days for a complete credit or refund, no questions asked.

<u>About DirectMarketingIQ</u>
The Research Division of the Target Marketing Group, DirectMarketingIQ (www.directmarketingiq.com) is the go-to resource for direct marketers. Publishing books, special reports, case study stockpiles and how-to guides, it opens up a new world for those who seek more information, more ideas and more success stories in order to boost their own marketing efforts. DirectMarketingIQ has unparalleled access to direct marketing data - including the world's most complete library of direct mail as well as a growing library of promotional emails across hundreds of categories - and proudly produces content from the most experienced editors and practitioners in the industry.

Note: You must have Adobe Acrobat Reader in order to read The Ultimate Guide to Email Marketing, which is in PDF format. The Ultimate Guide to Email Marketing

PDF FORMAT "Despite news to the contrary — especially from the social media space — reports of the death of email are greatly exaggerated. In fact, as your inboxes most likely show, email is growing and becoming even more sophisticated." -- from The Ultimate Guide to Email Marketing It's true....

ORDER NOW

(PDF Download)

Direct mail, email, mobile, social media, video, search ... the marketing landscape can either be a minefield where mistakes can kill campaigns, or a perfectly integrated mix of channels that maximizes the reach of the message and gives a nonprofit the best chance to capture more donor dollars.  

<b>In <i>"The Art & Science of Multichannel Fundraising" </i> from DirectMarketingIQ, the roadmap to that "perfectly integrated mix" is thoroughly laid out in over 130 pages -- <u>it's specifically created (and priced) for nonprofits</u>. </b>
  
First, 9 chapters from leading fundraisers give you the latest best practices in multichannel fundraising, including how to:  

• Choose the right channels for your campaign 
• Develop creative that works across multiple channels 
• Revitalize the direct mail component of your multichannel mix 
• Make sure email plays its increasingly important role perfectly 
• Seamlessly integrate mobile marketing into the fundraising campaign 
• Boost your online strategy with social media 
• Create a multichannel donor renewal campaign 
• Figure out that you're doing right — via testing and results measurement 
• Use all the pieces of the multichannel puzzle  

Second, in 8 robust case studies, find out the secrets behind multichannel fundraising campaigns that worked.

About DirectMarketingIQ
The Research Division of the Target Marketing Group, DirectMarketingIQ (www.directmarketingiq.com) is the marketers’ go-to resource. Publishing books, special reports, case studies and how-to-guides, it opens up a new world to those who seek more information, more ideas and more success stories in order to boost their own marketing efforts. DirectMarketingIQ has unparalleled access to direct marketing data – including the world’s most complete library of direct mail as well as a massive library of promotional emails across hundreds of categories – and producly produces content from the most experienced editors and practitioners in the industry.

<b>Note: You must have Adobe Acrobat Reader in order to read , The Art & Science of Multichannel Fundraising which is in PDF format.</b> The Art & Science of Multichannel Fundraising

(PDF Download) Direct mail, email, mobile, social media, video, search ... the marketing landscape can either be a minefield where mistakes can kill campaigns, or a perfectly integrated mix of channels that maximizes the reach of the message and gives a nonprofit the best chance to capture more donor dollars....

ORDER NOW

 

COMMENTS

Click here to leave a comment...
Comment *
Most Recent Comments:

SUBSCRIBE TO Today @ Target Marketing

Receive our FREE Daily
e-newsletter:
     Privacy Policy
 

RETAIL ONLINE INTEGRATION MAGAZINE:

Get Your FREE Subscription to Retail Online Integration:
July/August 2014
     Privacy Policy