how to engage your website visitors with interactive marketing · case study results live chat...

How to Engage Your

Website Visitors with

Interactive Marketing

SPEAKERS:

Toke Tangkjaer, Director of Sales, Netop

Jerry Boduch, Director of Business Development, Americaneagle.com

Jerry Boduch

Director of Business Development

Americaneagle.com

WELCOME!

© 2011 Americaneagle.com All Rights Reserved.

Toke Tangkjaer

Director of Sales

Netop

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

AGENDA


• 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

• Analysis of chat space industry led

Americaneagle.com to partner with Netop


AMERICANEAGLE.COM

TipThink of your website

like a brick-and-mortar

store/location

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.

1. Convert visitors into customersTurn every site visit or email into a potential sale by engaging in a live chat

2. Increase efficiency, reduce costsWith 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 serviceGive 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 qualificationProviding personalized online service will help the visitors make decisions and

convert sales

5. Better customer experienceWith live chat software you can provide your visitors with the same level of service

and expert knowledge as they expect in a traditional store


LIVE CHAT BENEFITS


RESEARCH

Jupiter (Forrester) research 2010

44% of People Prefer a Live Person for Online Help


RESEARCH

Would personal service increase your completed purchases?

No42 %

Yes, to some degree35%

Yes, definitely13%

Don’t know10%

48% claim that they

would buy more, if there was an opportunity for personal service

Source: Userneeds & Dwarf 2010 www.dwarf.dk/shopexcellence


RESEARCH

70% prefer chat as primary communication method

After Chat implementation only 20% preferred phone as contact method

Before chat implementation, 75 % preferred phone as contact method

Source: e-tailing group research, 2010

Withoutchat

solution

With chatsolution


RESEARCH

• ROI 1: Return on Investment – Results from moving communication from E-mail 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

• 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

“At the end of the day, customer service is still ultimately about people”


INDUSTRIES

Retailers

Manufacturing

Healthcare

Law offices

Insurance

Municipalities

Schools

Entertainment

Financial

Sports

Associations

Transportation

SAS – Scandinavian Airlines


CASE STUDY

RESULTSSAS 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


CASE STUDY

RESULTSLive 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

Cookie Diet

Online Ads

ONLINE ADS


• Drip marketing

• Renewal programs

• Billing statements

• Mass email

campaigns

EMAIL MARKETING


SOCIAL MEDIA


Live Chat Demo

DEMONSTRATION


• 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

TOOLS / VALUE


1. Overall Strategy• Positioning of chat on website

• Graphic customization

• Determining number of users

• Etc.

2. Training

3. Launch

IMPLEMENTATION


3 Easy Steps to Implementing Live Chat

on Your Website:

Live Chat

1. Overall

Strategy

2. Training

3. Launch

Key Messages

• Benefits of online chat can now be extended beyond the website to

email, 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

SUMMARY


THANK YOU.

[email protected]

[email protected]

www.americaneagle.com/events

SPEAKERS:

Toke Tangkjaer, Director of Sales, Netop

Jerry Boduch, Director of Business Development, Americaneagle.com

mailto:[email protected]

mailto:[email protected]

http://www.americaneagle.com/events

how to engage your website visitors with interactive marketing · case study results live chat...

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