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WhosOn live Chat - Analytics, Interface Design & CRM Intergration
- 1. Live Chat Insight Online Customer Engagement has Evolved Presented By: Ian Rowley 9 th March 2011
- 4. There is more to Live Chat than simply click to chat, live chat now plays a major role in many organizations and is seen as a major component of an online customer engagement strategy. Presentation Highlights Include: Real Time Analytics - The Swiss Army Knife Equivalent of Web Analytics! Chat Interface Design – Outlook on Steroids! Why Good Live Chat Design Produces Faster Results Improved Customer Relationships – Knowledge is Power! Live Chat and back office CRM Integration Presentation Overview
- 9. Live Analytics – Close Up
Hinweis der Redaktion
- Standard Intro to Parker Software Touch on Volumes of Customers
- Obligatory Customer Slide
- Today we will cover......
- More and More Exposed to Instant Chat tools with the likes of Skype Facebook and Messenger…….This leads to Misconceptions about Functionality and Benefits derived From Click To Chat
- There are a lot of benefits here are just some of the highlights – Don’t Read Let it Run through – Lets now take a detailed look at some of the highlights
- So we have all of this data coming into the site from various campaigns how do we collect it? – As mentioned applications such as WhosOn combine both chat and analytics the key is that the analytical data is live enabling you to react in real time and monitor a campaigns effectiveness
- Next We have a short video looking at analytics in detail
- We looked closely and continue to look closely at usability and design and take the following into account
- Clarity: the information content is conveyed quickly and accurately. Discriminability: the displayed information can be distinguished accurately. Conciseness: users are not overloaded with extraneous information. Consistency: a unique design, conformity with user’s expectation. Detect ability: the user’s attention is directed towards information required. Legibility: information is easy to read. Comprehensibility: the meaning is clearly understandable, unambiguous, interpretable, and recognizable. Prompts indicating explicitly (specific prompts) or implicitly (generic prompts) that the system is available for input. Status information indicating the continuing state of the application, the system’s hardware and software components, and the user’s activities. Error management including error prevention, error correction, user support for error management, and error messages. On-line help for system-initiated and user initiated requests with specific information for the current context of use.
- Sneak Peak at WhosOn2011
- Organisations invest a significant amount of time, money and energy meeting potential prospects, pulling lists, attending trade-shows, reading articles, doing research, optimizing their websites and numerous other activities to identify the most ideal prospects for their business, however many of these prospects never end up in an opportunity pipeline.
- it is therefore crucial that organisations proactively reach out to these longer term sales opportunities to ensure they convert on into revenue opportunities when they are ready to buy.
- Integrates with