60 seconds to success webinar andrew akman | september 2013
TRANSCRIPT
60 Seconds to SuccessWebinar
Andrew Akman | September 2013
Thursday, September 19, 2pm EST
Q&A RulesUse WebEx Q&A Address “All Panelist”
LivePerson Community PageConnect.Liveperson.comRecording of todays webinarContest details
Turning Clicks Into Conversions
Presenter: Andrew Akman
Turning Clicks Into Conversions
Presenter: Andrew Akman
Billion spent to generate web traffic, 2012
Billion of that traffic bounced
average spent to drive people to site
average allocated to conversion
average conversion rate
$57$23
$91$1
2%
• Home Depot leveraged its existing LivePerson chat tag to serve targeted messages in less than 24 hours and lifted conversions by several percentage points, resulting in millions of dollars of incremental revenue.
• By targeting visitors with upsells, Mantra lifted conversions by 35% and average order values by 51% for those visitors that saw an offer
• Petco increased self-service online registration by 15% after the first 2 weeks of launching 15
%
35%
24h
Real Results
Real Results
Turning Clicks Into Conversions
What’s this all about?
Increasing average order value
Reducing Shopping
Cart Abandonment
Driving Sales w/ Effective Messaging
•Dressed Casually
•Browsing low value items
•Low intent to buy
•Interest in Final Sale Items
•Dressed in name brand clothing
•Interested in all new items
•Has a higher budget
•High intent to buy
Bargain Bill Larry Luxury
RIGHT Person + RIGHT Resource = More Conversions
Bargain Bill & Larry Luxury
Identifying High Value Visitors
Browses high value products.
Interested in multiple products
Return visitor and loyal to a brand.
Appreciates great customer service
Browses high value products.
Interested in multiple products
Return visitor and loyal to a brand.
Appreciates great customer service
In store vs. on-line
So what’s different?
Specifying Visitors Through Segments
For our “Larry Luxury” we would
include any pages that include fall
or fancy shoes and exclude sale
items with an estimated shopping
cart value from $200- $500.00
Specifying Visitors Through Segments
As for the “Bargain Bill” we would
want to stick to products within the
final sale or factory outlets page,
excluding all new arrivals with a
shopping cart
value of $25- $75.00
Identifying High Value Visitors
Clear store layouts
Quality Products
Signage
Helpful and Friendly Experience
Easy to use web interface
Quality Products
Relevant Messaging
Helpful and friendly experience
In store vs. on-line
We can easily draw parallels
Conventional Engagement Methods
49% are influenced by in-store offers (via promotional displays, salespeople, etc.)
Offers Connection
The Right Message
Good MessageBad Message
Online Engagements
Vs.
Targeted Messages Through Campaigns
So Why Aren’t People Checking Out?
•Last minute hesitation
•Buying questions
•Product questions
We Can Identify The Situation As It’s Happening
Conclusion
In Conclusion…
•Competitors are ALWAYS one click away
•Understand the needs of the visitors already on your site
•Customize the experience to fit their needs
•Providing that 1 on 1 in house experience through proper messaging
•Ensuring they STAY to find the right product and make the purchase!
Links
Useful Links
LiveEngage Platform OverviewBecome a LiveEngage expert with these easy to follow training tutorials
LivePerson Community Page Share your company mission with other companies that are also using LivePerson through our Community Page
Videos covering Segmentation, Content, and Chat
Enter at a Chance to Win a Free Gift Card!
•Attend the entire webinar, until the very end
• Implement a content campaign on your website
•Send an email by September 27th to [email protected] with the following:
1. Your full name
2. LP account number
3. Email Address
4. Phone # 5. A screen shot of an active LiveEngage campaign
running on your website
The prizes consist of a $300 and $200 gift card to shop at one of our LivePerson clients
In order to enter the lottery you need to complete the following:
60 Seconds to Success
Turning Clicks Into Conversions
What’s this all about?