How to Engage Visitors on your Website, Serve Customers and Boost Conversion Rate
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The document discusses how to engage website visitors and boost conversion rates through personalized interactions. Some key points: 1) Technology enables interacting with visitors in real-time to better serve their needs and find the information they seek. Personalized greetings and assistance can significantly improve conversion rates. 2) Customers expect a level of service online as in stores, such as having items fetched for them. Live chat allows addressing customer questions instantly while they browse. 3) Modern engagement tools can recognize and message visitors even when offline, and maintain conversations across devices to provide a seamless customer experience.
How to Engage Visitors on your Website, Serve Customers and Boost Conversion Rate
- 1. How to Engage Visitors on your Website, Serve Customers and Boost Conversion Rate The UserEngage Manifesto
- 2. Space, the final frontier… A Twitter network visualiztion
- 3. is king in network media Today sales and marketing are all about engagement Information spreads freely through networks of connections There is no stronger propulsion for it than each node’s, meaning person’s, conviction and enthusiasm about the message.
- 4. Here’s how it works You can flood masses of innocent people with an advertising worth millions, and the result will be nothing before the true Engagement. Now the most interesting: it has never been easier to achieve this goal. Why? Technology gives You an opportunity to interact in real-time with every visitor. Personally. Yes, and you can scale it up.
- 6. Customers want to be served! They want somebody to hand them the product they came for. In a real-world store, they want you to fetch it for them. And online? They came to your store, because they are even lazier…
- 7. Why do people shop groceries online? Your customers buy online, because they want a door-to-door delivery. They don’t want to go out! They don’t want to carry stuff!
- 8. Self-service online? Please… If they don’t want to carry stuff, why on earth would they want to do all the difficult stuff? searching instruction reading tutorial watching review scanning review verifying price analyzing decision making …
- 9. Interaction with living human is the best engagement strategy
- 10. Back to personalized customer service Engagement online has never been easier You can interact in real-time with every visitor Greet them with a personalized message Serve them the content they are looking for Turn every piece of content into a human interaction
- 11. In traditional usability, there isn’t much room for optimization A good conversion rate on an ecommerce site is between 2 and 10 percent of the traffic You can achieve this level by optimizing: processes, design, layout, colors, etc. However, there is an easier way of improving your conversion rate, where the costs are low while the upside is much higher. A smart live chat „greeter” can raise it by 20, 30 or even 40 percent.
- 12. Which sneakers are you considering, Anna? Hi, Tom. What’s the weather like today in Seattle? Welcome back Mrs. Robinson. How was your holiday? Hi, Tom. What’s the weather like today in Seattle? An optimized „greeter” can do wonders for your sales
- 13. You know what they want? They want Google it for me service Find it form me on your page service Explain it to me service Find the invoice for me… service.
- 14. They want their free online consigliere
- 15. Live chat is better than phone but has major flaws "Hello? Why are you showing me the chat, if there's nobody there?" Let's be honest waiting until the morning for an "instant" chat reply can be frustrating. The live chat "operators" just like call center workers needed to be online. And it's expensive. Chat sessions. Just when you explained the specialist your complex problem, you had to leave the conversation, and then stat all the process over again. That's not convenient.
- 16. Modern Visitor Engagement Tools work even when you’re offline The visitors and customers are recognized and engaged with targeted messages. There are no chat sessions. When they ask you a question or reply to your engagement message, they receive an instant information on when to expect the answer. They know, that their free concierge service has been put into motion. All they have to do is wait The conversation goes on when the customer switches from one device to another. Desktop, phone, laptop, tablet, phone - it doesn't matter. These are just micro-actions that take seconds of their time, while the work is being done for them.
- 17. Hi Ann! Great to see you again, Thanks for asking us. We will check it out for you. It’s late, so I hope it can wait until morning. Please, leave your email, so we can let you know, when we have the anwer. Hi, Which phone should I choose from this category for the longest battery life? 11:23 p.m. 11:23 p.m. If you promise to help them, they will gladly wait for the service
- 18. Live chat is just great for e-commerce “62% reported being more likely to purchase from the site again A further 38% of respondents said they had made their purchase due to the chat session itself All these attitudes were even more prevalent among respondents who bought online at least weekly.” source: emarketer
- 19. Engaged customers buy much more “Almost two in 10 live chat respondents did more than 75% of their holiday shopping online, compared with 14% of those who did not chat. A further 25% of chatters made 51% to 75% of their purchases on the Web, versus just 10% of those who did not participate in the chat service.” source: emarketer
- 20. Chatting is becoming more popular Over half (56 percent) of respondents have used live chat at least once to answer a question on a company’s website. Forty-nine percent prefer using live chat for online- shopping questions, while 74 percent prefer telephone for complex financial questions. Regardless of the nature of the question, 56 percent of respondents aged 18 to 34 prefer live chat to phone, compared to 27 percent of respondents aged 35 and older. source: softwareadvice.com
- 21. User Engagement works worldwide In the US 85 percent of people aged 18 to 69 say, they would buy more likely again from a retailer that helps resolve their issues online, In UK and Australia it was 83 and 82 percent accordingly. a study by a consulting company Infosys
- 22. 28% 37% 38% 39% 40% 40% 43% 43% 44% 47% 56% Other Stronger appeal to millenials or other audiences A more compelling products sell or brand narrative Attraction of more prospects Better recall and recognition of our brand Differenttiation of our brand from others Higher loyalty and retention Conversion of more customers Clearer and more persuasive communication Greater customer affinity and world-of-mouth More timely and relevant interactions Higher response and engagement rates Personalized content. Here’s what senior marketers think about it worldwide Source: CMO Council, "Brand Attraction from Enriched Interaction", Aug 18, 2015
- 23. User Engagement can bring you more traffic It is said that Google is going to or even already has included engagement measures to its indexing algorithm.
- 24. What does it mean for you? It’s just great news. It gives just another competitive advantage boost for the entrepreneurs who keep in touch with their customers work on their products with passion and know everything about both.
- 25. Turn Every Visitor into a happy customer