This document discusses how live chat can increase conversion rates on websites. It provides data showing that live chat leads to higher conversion rates compared to websites without chat features. The document then describes how tracking visitor behavior and engaging visitors at points of frustration, such as failed searches or abandoned carts, can prevent losses. It emphasizes the importance of a strategic approach to proactive chat invitations, customized messaging, and quality agent interactions to increase sales and realize a return on investment.

1. Increasing Conversion Rates Engaging The Right Visitor With The Right Message At The Right Time

2. Increasing Conversions With Live Help Up to 15% of online consumers will complete a sale if engaged in text chat versus 2% for those who do not. Internet Retailer Integrating live chat reduces abandoned shopping carts from 20% to 50%. Giga Group Online customer service improves conversion rates by 40% to 60%. USA Today 90% of online visitors want human interaction. Jupiter Communications

3. Progression Analytics: Tracking Visitor Path Visitors Chats Purchases

4. Contact Website Visitors Contact . Interact . Transact .

5. Halloween Express: Home Page

6. Ebay Prostores: Home Page

7. Optics Planet: Home Page

8. Dell Storage: Home Page

9. Moving Closer to Purchase Site Analysis: Where are visitors showing intent? Where are visitors abandoning? Adjust prominence accordingly

10. Brickhouse Security: Product Pages

11. Global Industries: Help Finding Product

12. Let’s Talk: Product Pages

13. Fast Color Printer: Pre-chat Survey

14. Proactively Contact Visitors Invitation to Chat: Manually target Location on site Time on page/site What’s in shopping cart High value customer

15. Agent View of Site Activity

16. Agent View of Customer Information Customer Info Tab: Click on visitor Contact information

17. Agent View of Shopping Cart Shopping Cart Tab: Click on visitor Cart contents

18. High Value Customers Agent Alert: Based on shopping cart contents Set up custom rules

19. Automatically Deliver Proactive Invitations Setting Up Rules With Livefluence: Referring site Referring keywords Paid search Returning visitors High value visitors Specific pages Time on page

20. 1-800-GOT-JUNK: Filling Out Form

21. GlobalSign: On Site Behavior

22. BeauCoup: Product Section

23. Brickhouse: Time in Product Section

24. Prevent Abandonment Can’t Easily Find Items: Poor navigation Failed searches

25. Engaging at Frustration Points Failed Search: Automatically triggered Appears over page Custom message

26. Interact With Website Visitors Contact . Interact . Transact .

27. Knowing Your Audience Pre-chat Surveys: Customized fields Vary from page to page Route to appropriate agent

28. Chatting With Visitors Consistent / Efficient Communications: Pre-made messages Push files Push web pages

29. Quality Control Ensure Quality Communications: Shadow chat Whisper chat Post-chat surveys – customized

30. Transact With Website Visitors Contact . Interact . Transact .

31. Engaging at Frustration Points Failed Credit Card: Automatic invite Appears over page Custom message

32. Increasing Average Transaction Value Offer Incentive: Automatic invite Based on cart value

33. Increasing Average Transaction Value Up-sell or Add-on: Automatic invite Based on cart items

34. In Conclusion

35. Strategic Approach: ROI Steps to Success: Analyze website Determine opportunities Place “reactive” messages Set rules for proactive messages Develop custom messaging Train agents Engage intelligently Increase conversion rates

36. Tracking Return On Investment Visitors Chats Purchases

37. “Your Guide to Live Help Success” Contact . Interact . Transact . Velaro, Inc. | 8172 Lark Brown Road | Elkridge, Maryland 21075 | 800-9VELARO