ecommerce click to call click to chat slides 2009
DESCRIPTION
Vendor presentation on adding click to call and click to chat options on ecommerce websites, 2009.TRANSCRIPT
How To Maximize The Power Of Click to Call PLUS Click to Chat
Ryan HoppeDirector Marketing ATG eCommerce Optimization
Faramarz FarhoodiCIO VP of eCommerce
Motosport
2
Agenda
Who is ATG
Why Do Online Buyers Need Help
Live Help Primer
Consumer Preference Voice or Chat
Three Live Help Myths Debunked
Innovative Live Help Examples
Case Study MotoSport
Best Practices amp Next Steps
3
Over 900 customers worldwide
Headquarters in Cambridge MA with offices throughout North America and Europe
Approximately 500 employees
2008 revenue $1646 million with profitability
1991
Founding
2006
Acquired
1999
IPO
2004
Acquired
(ARTG)
2008
Acquired
ATG Company History
4
ATG Product Suite At-a-Glance
Shopping Cart amp Product Catalog
Merchandising amp Searchandising
Commerce Search
Multivariate Testing
Marketing Campaign Manager
Business amp Customer Analytics
Integrated Customer Service
KnowledgeIncident Management
On Demand Commerce Platform
Commerce SuiteLicensed or OnDemand
Click to Call
Click to Chat
Call Tracking
Save amp Send
Form to Phone
Video Connect
Automated Recommendations
e-Commerce Optimization ServicesPlatform-Neutral Services
5
ATG Powers the Worldrsquos Top Brands Online
Why Do Online Buyers Need Help
7
Why Online Buyers Need Help
Donrsquot have all the information needed to answer questions and make purchase decision
Before They Buy
8
Why Online Buyers Need Help
Donrsquot have all the information needed to answer questions and make purchase decision
Before They Buy
Sensitivity of information or high-price of transaction
9
Why Online Buyers Need Help
Donrsquot have all the information needed to answer questions and make purchase decision
Before They Buy
Sensitivity of information or high-price of transaction
Just want to take final steps with comfort of some human assistance
10
Why Online Buyers Need HelpAfter They Buy
Shipping delivery or service activation status
11
Why Online Buyers Need HelpAfter They Buy
Shipping delivery or service activation status
Questions about using operating or activating product or service
12
Why Online Buyers Need HelpAfter They Buy
Shipping delivery or service activation status
Questions about using operating or activating product or service
Need help using Websitersquos secure services
Live Help Primer-What is it-What are the benefits -How does it work
14
Live Help Click to Call amp Click to Chat
Interactive voice and text chat services that let buyers communicate with a live agent while buying or getting service online
15
PROFIT
Reduce Abandonment
Deflect unprofitable calls to chat
Reduce call duration
Retain Loyal Customers
Increase Customer Value
Convert Visitors Into Customers
Reduce unnecessary phone transfers
Benefits of Live Help
16
1 Visitor sees proactive
(targeted) or reactive
invitation for live help
Website Visitor Live Agent
Live Help
How It Works
17
2 Visitor accepts live help
invitation invoking service
and passing Web session
data
Website Visitor Live Agent
Live Help
How It Works
18
Website Visitor Live Agent
3 Visitor is connected with live
agent via text chat or phone
call
Live Help
How It Works
19
Website Visitor Live Agent
4 Web session data is passed
to the agentrsquos screen
Live Help
How it Works
20
Website Visitor Live Agent
5 Additional visitor information
can be matched and passed
from the companyrsquos CRM
system to personalize the
interaction
CRM
Live Help
How it Works
21
Website Visitor Live Agent
6 Page push and co-browse
capabilities allow agents to
collaborate with visitors in
real time
CRM
Live Help
How it Works
22
Website Visitor Live Agent
7 Web transaction data is
captured to calculate online
revenue lift
CRM
Live Help
How it Works
23
Website Visitor Live Agent
8 Contact center transactions
are imported to calculate
offline revenue lift
CRM
Live Help
How it Works
24
Quick Easy Measurable Revenue Lift
of times a live chat or
call button was shown
of call or chat attempts
of completed calls or
chats
of resulting transactions
Consumer Preferences Voice or Chat
26
Voice or ChatConsumers Use Both Voice amp Chat
27
Voice or ChatOlder Buyers Prefer Voice
28
Voice or ChatYounger Buyers Prefer Chat
29
Voice or ChatMajority Of Buying Power Is Evenly Split
Three Myths About Live Help ndashDEBUNKED
31
Myth 1
Offering Voice amp Chat is Unnecessary ndash One or the Other is Sufficient
32
Younger buyers (Gen Y) opt for Chat vs Voice yet the majority of buyers with purchasing power prefer Voice
Buyers early in purchase cycle may prefer Chat whereas those ready to buy often prefer Voice
Cultural language and typing issues will push some buyers towards Chat and others towards Voice
Reality
Both Voice and Chat are Required to Maximize Online Interactions
33
Myth 2
Voice Increases Costs Chat Reduces Costs
34
Live Voice is not a 1-800 number By targeting Voice help to high value or potentially abandoning customers the resulting sales lift delivers near immediate ROI
According to Gartner Chat can reduce service costs but only when agents handle 3+ chats at a time
For complex sales or service Voice can deliver higher ROI than Chat because agents can handle only 1-2 simultaneous Chats
Reality
Both Voice amp Chat Deliver ROI for the Right
Interactions
35
Myth 3
Voice Is Better for Sales Chat Is Better for Service
36
Reality
For simple low-cost sales (eg books) Chat often delivers higher ROI than Voice
For more complex or moderate-to-high-priced sales Voice often delivers higher ROI than Chat
Targeting Voice to high-value customers and Chat to lower-value customers can deliver the highest sales ROI
Common service questions are ideal for Chat agents can use ldquocannedrdquo responses to shorten and handle multiple chats
Complex service requirements are more profitably handled by Voice particularly when up-sell opportunities exist
Voice amp Chat Can Both Deliver ROI for
Sales and Service
37
ATG Click to Call amp Click to ChatCustomer Data
Innovative Companies Maximizing Interactions With Voice amp Chat
39
Retail Sales
40
Retail Sales
41
Retail Sales
42
Travel Sales
43
Travel Sales
44
Travel Sales
45
Banking (Sales)
46
Banking (Sales)
47
Banking (Sales)
48
Banking (Sales)
49
Banking (Sales)
50
Banking (Sales)
51
Banking (Service)
52
Banking (Service)
53
Banking (Service)
54
MotoSport
55
MotoSport
56
MotoSport
Live Help Case Study MotoSport
58
59
1 About MotoSport
2 Business challenges which were met with Click to chat and Click to Call
3 Benefitsresults of working with both
59
60
About MotoSport
60
bull MotoSport is one of the fastest growing online retailers of power sports apparel
motorcycle parts and accessories
bull Most company staff including Customer Contact Center are experienced riders ndash use
our products
61
Unique Business Challenges Met with Live Help
Multiple storefronts one web site some products common
Many technically complex products with different seasonality
ndash Correct matching of MakeModelYear to parts critical in improving customer confidence and reducing returns
ndash Live access to our experienced staff represent a competitive advantage
61
62
Experience from Using eStara Click to Chat and Click to Call
Enables MotoSport to leverage the expertise of its staff to improve
conversion and Average Order Value
Click to chat and click to call deployed on all product detail pages
Averaging over 500 click to chat and 120 click to call sessions per
week
Chat conversion 3 X average site conversion
Call conversion 4 X average site conversion
Future plans to expand Click to chat and Click to call to 24 hours and
multi-lingual
62
Best Practices amp Next Steps
64
Consider Risks of Standalone Chat
Chat is in the ldquolimelightrdquo because of its appeal to younger buyers and some of the ldquomythsrdquo discussed earlier
Chat alone will fail to capture all sales analysts estimate 10 incremental exposure by offering Voice amp Chat
Analyst data and ATG data shows that conversion rates for Chat double when escalated to Voice
Requiring Chatters to dial a 1-800 number will force them to ldquostart overrdquo with a new agent resulting in lost sales
65
Start With Voice Then Add Chat
Fast ROI with no capital investments (no software same agents same call center infrastructure)
Learn what Web pages and channels are driving the most demand for live help
Learn what triggers are driving the most usage and revenue lift
ndash Hovering on a page
ndash Cursor movement
ndash Transaction stage or value
ndash Error messages
ndash Null search results
Prepare for Chat investment while reaping value of Voice
66
What To Look For in a Live Help Provider
Proven scalable successful Voice amp Chat deployments
Strong targeting and measurement (conversion rate average sale price customer surveys)
Voice integration with existing call center ndash no software or equipment upgrades
Seamless escalation from Voice to Chat (same agent same context no starting over)
Self-service Web portal for live help button creation targeting amp reporting
Strong client services group with expertise to help you grow revenue with live help
QampA
Download the Live Help Whitepaper at
httpwwwatgcomlive-help
Or contact us at salesatgcom
Thank You
2
Agenda
Who is ATG
Why Do Online Buyers Need Help
Live Help Primer
Consumer Preference Voice or Chat
Three Live Help Myths Debunked
Innovative Live Help Examples
Case Study MotoSport
Best Practices amp Next Steps
3
Over 900 customers worldwide
Headquarters in Cambridge MA with offices throughout North America and Europe
Approximately 500 employees
2008 revenue $1646 million with profitability
1991
Founding
2006
Acquired
1999
IPO
2004
Acquired
(ARTG)
2008
Acquired
ATG Company History
4
ATG Product Suite At-a-Glance
Shopping Cart amp Product Catalog
Merchandising amp Searchandising
Commerce Search
Multivariate Testing
Marketing Campaign Manager
Business amp Customer Analytics
Integrated Customer Service
KnowledgeIncident Management
On Demand Commerce Platform
Commerce SuiteLicensed or OnDemand
Click to Call
Click to Chat
Call Tracking
Save amp Send
Form to Phone
Video Connect
Automated Recommendations
e-Commerce Optimization ServicesPlatform-Neutral Services
5
ATG Powers the Worldrsquos Top Brands Online
Why Do Online Buyers Need Help
7
Why Online Buyers Need Help
Donrsquot have all the information needed to answer questions and make purchase decision
Before They Buy
8
Why Online Buyers Need Help
Donrsquot have all the information needed to answer questions and make purchase decision
Before They Buy
Sensitivity of information or high-price of transaction
9
Why Online Buyers Need Help
Donrsquot have all the information needed to answer questions and make purchase decision
Before They Buy
Sensitivity of information or high-price of transaction
Just want to take final steps with comfort of some human assistance
10
Why Online Buyers Need HelpAfter They Buy
Shipping delivery or service activation status
11
Why Online Buyers Need HelpAfter They Buy
Shipping delivery or service activation status
Questions about using operating or activating product or service
12
Why Online Buyers Need HelpAfter They Buy
Shipping delivery or service activation status
Questions about using operating or activating product or service
Need help using Websitersquos secure services
Live Help Primer-What is it-What are the benefits -How does it work
14
Live Help Click to Call amp Click to Chat
Interactive voice and text chat services that let buyers communicate with a live agent while buying or getting service online
15
PROFIT
Reduce Abandonment
Deflect unprofitable calls to chat
Reduce call duration
Retain Loyal Customers
Increase Customer Value
Convert Visitors Into Customers
Reduce unnecessary phone transfers
Benefits of Live Help
16
1 Visitor sees proactive
(targeted) or reactive
invitation for live help
Website Visitor Live Agent
Live Help
How It Works
17
2 Visitor accepts live help
invitation invoking service
and passing Web session
data
Website Visitor Live Agent
Live Help
How It Works
18
Website Visitor Live Agent
3 Visitor is connected with live
agent via text chat or phone
call
Live Help
How It Works
19
Website Visitor Live Agent
4 Web session data is passed
to the agentrsquos screen
Live Help
How it Works
20
Website Visitor Live Agent
5 Additional visitor information
can be matched and passed
from the companyrsquos CRM
system to personalize the
interaction
CRM
Live Help
How it Works
21
Website Visitor Live Agent
6 Page push and co-browse
capabilities allow agents to
collaborate with visitors in
real time
CRM
Live Help
How it Works
22
Website Visitor Live Agent
7 Web transaction data is
captured to calculate online
revenue lift
CRM
Live Help
How it Works
23
Website Visitor Live Agent
8 Contact center transactions
are imported to calculate
offline revenue lift
CRM
Live Help
How it Works
24
Quick Easy Measurable Revenue Lift
of times a live chat or
call button was shown
of call or chat attempts
of completed calls or
chats
of resulting transactions
Consumer Preferences Voice or Chat
26
Voice or ChatConsumers Use Both Voice amp Chat
27
Voice or ChatOlder Buyers Prefer Voice
28
Voice or ChatYounger Buyers Prefer Chat
29
Voice or ChatMajority Of Buying Power Is Evenly Split
Three Myths About Live Help ndashDEBUNKED
31
Myth 1
Offering Voice amp Chat is Unnecessary ndash One or the Other is Sufficient
32
Younger buyers (Gen Y) opt for Chat vs Voice yet the majority of buyers with purchasing power prefer Voice
Buyers early in purchase cycle may prefer Chat whereas those ready to buy often prefer Voice
Cultural language and typing issues will push some buyers towards Chat and others towards Voice
Reality
Both Voice and Chat are Required to Maximize Online Interactions
33
Myth 2
Voice Increases Costs Chat Reduces Costs
34
Live Voice is not a 1-800 number By targeting Voice help to high value or potentially abandoning customers the resulting sales lift delivers near immediate ROI
According to Gartner Chat can reduce service costs but only when agents handle 3+ chats at a time
For complex sales or service Voice can deliver higher ROI than Chat because agents can handle only 1-2 simultaneous Chats
Reality
Both Voice amp Chat Deliver ROI for the Right
Interactions
35
Myth 3
Voice Is Better for Sales Chat Is Better for Service
36
Reality
For simple low-cost sales (eg books) Chat often delivers higher ROI than Voice
For more complex or moderate-to-high-priced sales Voice often delivers higher ROI than Chat
Targeting Voice to high-value customers and Chat to lower-value customers can deliver the highest sales ROI
Common service questions are ideal for Chat agents can use ldquocannedrdquo responses to shorten and handle multiple chats
Complex service requirements are more profitably handled by Voice particularly when up-sell opportunities exist
Voice amp Chat Can Both Deliver ROI for
Sales and Service
37
ATG Click to Call amp Click to ChatCustomer Data
Innovative Companies Maximizing Interactions With Voice amp Chat
39
Retail Sales
40
Retail Sales
41
Retail Sales
42
Travel Sales
43
Travel Sales
44
Travel Sales
45
Banking (Sales)
46
Banking (Sales)
47
Banking (Sales)
48
Banking (Sales)
49
Banking (Sales)
50
Banking (Sales)
51
Banking (Service)
52
Banking (Service)
53
Banking (Service)
54
MotoSport
55
MotoSport
56
MotoSport
Live Help Case Study MotoSport
58
59
1 About MotoSport
2 Business challenges which were met with Click to chat and Click to Call
3 Benefitsresults of working with both
59
60
About MotoSport
60
bull MotoSport is one of the fastest growing online retailers of power sports apparel
motorcycle parts and accessories
bull Most company staff including Customer Contact Center are experienced riders ndash use
our products
61
Unique Business Challenges Met with Live Help
Multiple storefronts one web site some products common
Many technically complex products with different seasonality
ndash Correct matching of MakeModelYear to parts critical in improving customer confidence and reducing returns
ndash Live access to our experienced staff represent a competitive advantage
61
62
Experience from Using eStara Click to Chat and Click to Call
Enables MotoSport to leverage the expertise of its staff to improve
conversion and Average Order Value
Click to chat and click to call deployed on all product detail pages
Averaging over 500 click to chat and 120 click to call sessions per
week
Chat conversion 3 X average site conversion
Call conversion 4 X average site conversion
Future plans to expand Click to chat and Click to call to 24 hours and
multi-lingual
62
Best Practices amp Next Steps
64
Consider Risks of Standalone Chat
Chat is in the ldquolimelightrdquo because of its appeal to younger buyers and some of the ldquomythsrdquo discussed earlier
Chat alone will fail to capture all sales analysts estimate 10 incremental exposure by offering Voice amp Chat
Analyst data and ATG data shows that conversion rates for Chat double when escalated to Voice
Requiring Chatters to dial a 1-800 number will force them to ldquostart overrdquo with a new agent resulting in lost sales
65
Start With Voice Then Add Chat
Fast ROI with no capital investments (no software same agents same call center infrastructure)
Learn what Web pages and channels are driving the most demand for live help
Learn what triggers are driving the most usage and revenue lift
ndash Hovering on a page
ndash Cursor movement
ndash Transaction stage or value
ndash Error messages
ndash Null search results
Prepare for Chat investment while reaping value of Voice
66
What To Look For in a Live Help Provider
Proven scalable successful Voice amp Chat deployments
Strong targeting and measurement (conversion rate average sale price customer surveys)
Voice integration with existing call center ndash no software or equipment upgrades
Seamless escalation from Voice to Chat (same agent same context no starting over)
Self-service Web portal for live help button creation targeting amp reporting
Strong client services group with expertise to help you grow revenue with live help
QampA
Download the Live Help Whitepaper at
httpwwwatgcomlive-help
Or contact us at salesatgcom
Thank You
3
Over 900 customers worldwide
Headquarters in Cambridge MA with offices throughout North America and Europe
Approximately 500 employees
2008 revenue $1646 million with profitability
1991
Founding
2006
Acquired
1999
IPO
2004
Acquired
(ARTG)
2008
Acquired
ATG Company History
4
ATG Product Suite At-a-Glance
Shopping Cart amp Product Catalog
Merchandising amp Searchandising
Commerce Search
Multivariate Testing
Marketing Campaign Manager
Business amp Customer Analytics
Integrated Customer Service
KnowledgeIncident Management
On Demand Commerce Platform
Commerce SuiteLicensed or OnDemand
Click to Call
Click to Chat
Call Tracking
Save amp Send
Form to Phone
Video Connect
Automated Recommendations
e-Commerce Optimization ServicesPlatform-Neutral Services
5
ATG Powers the Worldrsquos Top Brands Online
Why Do Online Buyers Need Help
7
Why Online Buyers Need Help
Donrsquot have all the information needed to answer questions and make purchase decision
Before They Buy
8
Why Online Buyers Need Help
Donrsquot have all the information needed to answer questions and make purchase decision
Before They Buy
Sensitivity of information or high-price of transaction
9
Why Online Buyers Need Help
Donrsquot have all the information needed to answer questions and make purchase decision
Before They Buy
Sensitivity of information or high-price of transaction
Just want to take final steps with comfort of some human assistance
10
Why Online Buyers Need HelpAfter They Buy
Shipping delivery or service activation status
11
Why Online Buyers Need HelpAfter They Buy
Shipping delivery or service activation status
Questions about using operating or activating product or service
12
Why Online Buyers Need HelpAfter They Buy
Shipping delivery or service activation status
Questions about using operating or activating product or service
Need help using Websitersquos secure services
Live Help Primer-What is it-What are the benefits -How does it work
14
Live Help Click to Call amp Click to Chat
Interactive voice and text chat services that let buyers communicate with a live agent while buying or getting service online
15
PROFIT
Reduce Abandonment
Deflect unprofitable calls to chat
Reduce call duration
Retain Loyal Customers
Increase Customer Value
Convert Visitors Into Customers
Reduce unnecessary phone transfers
Benefits of Live Help
16
1 Visitor sees proactive
(targeted) or reactive
invitation for live help
Website Visitor Live Agent
Live Help
How It Works
17
2 Visitor accepts live help
invitation invoking service
and passing Web session
data
Website Visitor Live Agent
Live Help
How It Works
18
Website Visitor Live Agent
3 Visitor is connected with live
agent via text chat or phone
call
Live Help
How It Works
19
Website Visitor Live Agent
4 Web session data is passed
to the agentrsquos screen
Live Help
How it Works
20
Website Visitor Live Agent
5 Additional visitor information
can be matched and passed
from the companyrsquos CRM
system to personalize the
interaction
CRM
Live Help
How it Works
21
Website Visitor Live Agent
6 Page push and co-browse
capabilities allow agents to
collaborate with visitors in
real time
CRM
Live Help
How it Works
22
Website Visitor Live Agent
7 Web transaction data is
captured to calculate online
revenue lift
CRM
Live Help
How it Works
23
Website Visitor Live Agent
8 Contact center transactions
are imported to calculate
offline revenue lift
CRM
Live Help
How it Works
24
Quick Easy Measurable Revenue Lift
of times a live chat or
call button was shown
of call or chat attempts
of completed calls or
chats
of resulting transactions
Consumer Preferences Voice or Chat
26
Voice or ChatConsumers Use Both Voice amp Chat
27
Voice or ChatOlder Buyers Prefer Voice
28
Voice or ChatYounger Buyers Prefer Chat
29
Voice or ChatMajority Of Buying Power Is Evenly Split
Three Myths About Live Help ndashDEBUNKED
31
Myth 1
Offering Voice amp Chat is Unnecessary ndash One or the Other is Sufficient
32
Younger buyers (Gen Y) opt for Chat vs Voice yet the majority of buyers with purchasing power prefer Voice
Buyers early in purchase cycle may prefer Chat whereas those ready to buy often prefer Voice
Cultural language and typing issues will push some buyers towards Chat and others towards Voice
Reality
Both Voice and Chat are Required to Maximize Online Interactions
33
Myth 2
Voice Increases Costs Chat Reduces Costs
34
Live Voice is not a 1-800 number By targeting Voice help to high value or potentially abandoning customers the resulting sales lift delivers near immediate ROI
According to Gartner Chat can reduce service costs but only when agents handle 3+ chats at a time
For complex sales or service Voice can deliver higher ROI than Chat because agents can handle only 1-2 simultaneous Chats
Reality
Both Voice amp Chat Deliver ROI for the Right
Interactions
35
Myth 3
Voice Is Better for Sales Chat Is Better for Service
36
Reality
For simple low-cost sales (eg books) Chat often delivers higher ROI than Voice
For more complex or moderate-to-high-priced sales Voice often delivers higher ROI than Chat
Targeting Voice to high-value customers and Chat to lower-value customers can deliver the highest sales ROI
Common service questions are ideal for Chat agents can use ldquocannedrdquo responses to shorten and handle multiple chats
Complex service requirements are more profitably handled by Voice particularly when up-sell opportunities exist
Voice amp Chat Can Both Deliver ROI for
Sales and Service
37
ATG Click to Call amp Click to ChatCustomer Data
Innovative Companies Maximizing Interactions With Voice amp Chat
39
Retail Sales
40
Retail Sales
41
Retail Sales
42
Travel Sales
43
Travel Sales
44
Travel Sales
45
Banking (Sales)
46
Banking (Sales)
47
Banking (Sales)
48
Banking (Sales)
49
Banking (Sales)
50
Banking (Sales)
51
Banking (Service)
52
Banking (Service)
53
Banking (Service)
54
MotoSport
55
MotoSport
56
MotoSport
Live Help Case Study MotoSport
58
59
1 About MotoSport
2 Business challenges which were met with Click to chat and Click to Call
3 Benefitsresults of working with both
59
60
About MotoSport
60
bull MotoSport is one of the fastest growing online retailers of power sports apparel
motorcycle parts and accessories
bull Most company staff including Customer Contact Center are experienced riders ndash use
our products
61
Unique Business Challenges Met with Live Help
Multiple storefronts one web site some products common
Many technically complex products with different seasonality
ndash Correct matching of MakeModelYear to parts critical in improving customer confidence and reducing returns
ndash Live access to our experienced staff represent a competitive advantage
61
62
Experience from Using eStara Click to Chat and Click to Call
Enables MotoSport to leverage the expertise of its staff to improve
conversion and Average Order Value
Click to chat and click to call deployed on all product detail pages
Averaging over 500 click to chat and 120 click to call sessions per
week
Chat conversion 3 X average site conversion
Call conversion 4 X average site conversion
Future plans to expand Click to chat and Click to call to 24 hours and
multi-lingual
62
Best Practices amp Next Steps
64
Consider Risks of Standalone Chat
Chat is in the ldquolimelightrdquo because of its appeal to younger buyers and some of the ldquomythsrdquo discussed earlier
Chat alone will fail to capture all sales analysts estimate 10 incremental exposure by offering Voice amp Chat
Analyst data and ATG data shows that conversion rates for Chat double when escalated to Voice
Requiring Chatters to dial a 1-800 number will force them to ldquostart overrdquo with a new agent resulting in lost sales
65
Start With Voice Then Add Chat
Fast ROI with no capital investments (no software same agents same call center infrastructure)
Learn what Web pages and channels are driving the most demand for live help
Learn what triggers are driving the most usage and revenue lift
ndash Hovering on a page
ndash Cursor movement
ndash Transaction stage or value
ndash Error messages
ndash Null search results
Prepare for Chat investment while reaping value of Voice
66
What To Look For in a Live Help Provider
Proven scalable successful Voice amp Chat deployments
Strong targeting and measurement (conversion rate average sale price customer surveys)
Voice integration with existing call center ndash no software or equipment upgrades
Seamless escalation from Voice to Chat (same agent same context no starting over)
Self-service Web portal for live help button creation targeting amp reporting
Strong client services group with expertise to help you grow revenue with live help
QampA
Download the Live Help Whitepaper at
httpwwwatgcomlive-help
Or contact us at salesatgcom
Thank You
4
ATG Product Suite At-a-Glance
Shopping Cart amp Product Catalog
Merchandising amp Searchandising
Commerce Search
Multivariate Testing
Marketing Campaign Manager
Business amp Customer Analytics
Integrated Customer Service
KnowledgeIncident Management
On Demand Commerce Platform
Commerce SuiteLicensed or OnDemand
Click to Call
Click to Chat
Call Tracking
Save amp Send
Form to Phone
Video Connect
Automated Recommendations
e-Commerce Optimization ServicesPlatform-Neutral Services
5
ATG Powers the Worldrsquos Top Brands Online
Why Do Online Buyers Need Help
7
Why Online Buyers Need Help
Donrsquot have all the information needed to answer questions and make purchase decision
Before They Buy
8
Why Online Buyers Need Help
Donrsquot have all the information needed to answer questions and make purchase decision
Before They Buy
Sensitivity of information or high-price of transaction
9
Why Online Buyers Need Help
Donrsquot have all the information needed to answer questions and make purchase decision
Before They Buy
Sensitivity of information or high-price of transaction
Just want to take final steps with comfort of some human assistance
10
Why Online Buyers Need HelpAfter They Buy
Shipping delivery or service activation status
11
Why Online Buyers Need HelpAfter They Buy
Shipping delivery or service activation status
Questions about using operating or activating product or service
12
Why Online Buyers Need HelpAfter They Buy
Shipping delivery or service activation status
Questions about using operating or activating product or service
Need help using Websitersquos secure services
Live Help Primer-What is it-What are the benefits -How does it work
14
Live Help Click to Call amp Click to Chat
Interactive voice and text chat services that let buyers communicate with a live agent while buying or getting service online
15
PROFIT
Reduce Abandonment
Deflect unprofitable calls to chat
Reduce call duration
Retain Loyal Customers
Increase Customer Value
Convert Visitors Into Customers
Reduce unnecessary phone transfers
Benefits of Live Help
16
1 Visitor sees proactive
(targeted) or reactive
invitation for live help
Website Visitor Live Agent
Live Help
How It Works
17
2 Visitor accepts live help
invitation invoking service
and passing Web session
data
Website Visitor Live Agent
Live Help
How It Works
18
Website Visitor Live Agent
3 Visitor is connected with live
agent via text chat or phone
call
Live Help
How It Works
19
Website Visitor Live Agent
4 Web session data is passed
to the agentrsquos screen
Live Help
How it Works
20
Website Visitor Live Agent
5 Additional visitor information
can be matched and passed
from the companyrsquos CRM
system to personalize the
interaction
CRM
Live Help
How it Works
21
Website Visitor Live Agent
6 Page push and co-browse
capabilities allow agents to
collaborate with visitors in
real time
CRM
Live Help
How it Works
22
Website Visitor Live Agent
7 Web transaction data is
captured to calculate online
revenue lift
CRM
Live Help
How it Works
23
Website Visitor Live Agent
8 Contact center transactions
are imported to calculate
offline revenue lift
CRM
Live Help
How it Works
24
Quick Easy Measurable Revenue Lift
of times a live chat or
call button was shown
of call or chat attempts
of completed calls or
chats
of resulting transactions
Consumer Preferences Voice or Chat
26
Voice or ChatConsumers Use Both Voice amp Chat
27
Voice or ChatOlder Buyers Prefer Voice
28
Voice or ChatYounger Buyers Prefer Chat
29
Voice or ChatMajority Of Buying Power Is Evenly Split
Three Myths About Live Help ndashDEBUNKED
31
Myth 1
Offering Voice amp Chat is Unnecessary ndash One or the Other is Sufficient
32
Younger buyers (Gen Y) opt for Chat vs Voice yet the majority of buyers with purchasing power prefer Voice
Buyers early in purchase cycle may prefer Chat whereas those ready to buy often prefer Voice
Cultural language and typing issues will push some buyers towards Chat and others towards Voice
Reality
Both Voice and Chat are Required to Maximize Online Interactions
33
Myth 2
Voice Increases Costs Chat Reduces Costs
34
Live Voice is not a 1-800 number By targeting Voice help to high value or potentially abandoning customers the resulting sales lift delivers near immediate ROI
According to Gartner Chat can reduce service costs but only when agents handle 3+ chats at a time
For complex sales or service Voice can deliver higher ROI than Chat because agents can handle only 1-2 simultaneous Chats
Reality
Both Voice amp Chat Deliver ROI for the Right
Interactions
35
Myth 3
Voice Is Better for Sales Chat Is Better for Service
36
Reality
For simple low-cost sales (eg books) Chat often delivers higher ROI than Voice
For more complex or moderate-to-high-priced sales Voice often delivers higher ROI than Chat
Targeting Voice to high-value customers and Chat to lower-value customers can deliver the highest sales ROI
Common service questions are ideal for Chat agents can use ldquocannedrdquo responses to shorten and handle multiple chats
Complex service requirements are more profitably handled by Voice particularly when up-sell opportunities exist
Voice amp Chat Can Both Deliver ROI for
Sales and Service
37
ATG Click to Call amp Click to ChatCustomer Data
Innovative Companies Maximizing Interactions With Voice amp Chat
39
Retail Sales
40
Retail Sales
41
Retail Sales
42
Travel Sales
43
Travel Sales
44
Travel Sales
45
Banking (Sales)
46
Banking (Sales)
47
Banking (Sales)
48
Banking (Sales)
49
Banking (Sales)
50
Banking (Sales)
51
Banking (Service)
52
Banking (Service)
53
Banking (Service)
54
MotoSport
55
MotoSport
56
MotoSport
Live Help Case Study MotoSport
58
59
1 About MotoSport
2 Business challenges which were met with Click to chat and Click to Call
3 Benefitsresults of working with both
59
60
About MotoSport
60
bull MotoSport is one of the fastest growing online retailers of power sports apparel
motorcycle parts and accessories
bull Most company staff including Customer Contact Center are experienced riders ndash use
our products
61
Unique Business Challenges Met with Live Help
Multiple storefronts one web site some products common
Many technically complex products with different seasonality
ndash Correct matching of MakeModelYear to parts critical in improving customer confidence and reducing returns
ndash Live access to our experienced staff represent a competitive advantage
61
62
Experience from Using eStara Click to Chat and Click to Call
Enables MotoSport to leverage the expertise of its staff to improve
conversion and Average Order Value
Click to chat and click to call deployed on all product detail pages
Averaging over 500 click to chat and 120 click to call sessions per
week
Chat conversion 3 X average site conversion
Call conversion 4 X average site conversion
Future plans to expand Click to chat and Click to call to 24 hours and
multi-lingual
62
Best Practices amp Next Steps
64
Consider Risks of Standalone Chat
Chat is in the ldquolimelightrdquo because of its appeal to younger buyers and some of the ldquomythsrdquo discussed earlier
Chat alone will fail to capture all sales analysts estimate 10 incremental exposure by offering Voice amp Chat
Analyst data and ATG data shows that conversion rates for Chat double when escalated to Voice
Requiring Chatters to dial a 1-800 number will force them to ldquostart overrdquo with a new agent resulting in lost sales
65
Start With Voice Then Add Chat
Fast ROI with no capital investments (no software same agents same call center infrastructure)
Learn what Web pages and channels are driving the most demand for live help
Learn what triggers are driving the most usage and revenue lift
ndash Hovering on a page
ndash Cursor movement
ndash Transaction stage or value
ndash Error messages
ndash Null search results
Prepare for Chat investment while reaping value of Voice
66
What To Look For in a Live Help Provider
Proven scalable successful Voice amp Chat deployments
Strong targeting and measurement (conversion rate average sale price customer surveys)
Voice integration with existing call center ndash no software or equipment upgrades
Seamless escalation from Voice to Chat (same agent same context no starting over)
Self-service Web portal for live help button creation targeting amp reporting
Strong client services group with expertise to help you grow revenue with live help
QampA
Download the Live Help Whitepaper at
httpwwwatgcomlive-help
Or contact us at salesatgcom
Thank You
5
ATG Powers the Worldrsquos Top Brands Online
Why Do Online Buyers Need Help
7
Why Online Buyers Need Help
Donrsquot have all the information needed to answer questions and make purchase decision
Before They Buy
8
Why Online Buyers Need Help
Donrsquot have all the information needed to answer questions and make purchase decision
Before They Buy
Sensitivity of information or high-price of transaction
9
Why Online Buyers Need Help
Donrsquot have all the information needed to answer questions and make purchase decision
Before They Buy
Sensitivity of information or high-price of transaction
Just want to take final steps with comfort of some human assistance
10
Why Online Buyers Need HelpAfter They Buy
Shipping delivery or service activation status
11
Why Online Buyers Need HelpAfter They Buy
Shipping delivery or service activation status
Questions about using operating or activating product or service
12
Why Online Buyers Need HelpAfter They Buy
Shipping delivery or service activation status
Questions about using operating or activating product or service
Need help using Websitersquos secure services
Live Help Primer-What is it-What are the benefits -How does it work
14
Live Help Click to Call amp Click to Chat
Interactive voice and text chat services that let buyers communicate with a live agent while buying or getting service online
15
PROFIT
Reduce Abandonment
Deflect unprofitable calls to chat
Reduce call duration
Retain Loyal Customers
Increase Customer Value
Convert Visitors Into Customers
Reduce unnecessary phone transfers
Benefits of Live Help
16
1 Visitor sees proactive
(targeted) or reactive
invitation for live help
Website Visitor Live Agent
Live Help
How It Works
17
2 Visitor accepts live help
invitation invoking service
and passing Web session
data
Website Visitor Live Agent
Live Help
How It Works
18
Website Visitor Live Agent
3 Visitor is connected with live
agent via text chat or phone
call
Live Help
How It Works
19
Website Visitor Live Agent
4 Web session data is passed
to the agentrsquos screen
Live Help
How it Works
20
Website Visitor Live Agent
5 Additional visitor information
can be matched and passed
from the companyrsquos CRM
system to personalize the
interaction
CRM
Live Help
How it Works
21
Website Visitor Live Agent
6 Page push and co-browse
capabilities allow agents to
collaborate with visitors in
real time
CRM
Live Help
How it Works
22
Website Visitor Live Agent
7 Web transaction data is
captured to calculate online
revenue lift
CRM
Live Help
How it Works
23
Website Visitor Live Agent
8 Contact center transactions
are imported to calculate
offline revenue lift
CRM
Live Help
How it Works
24
Quick Easy Measurable Revenue Lift
of times a live chat or
call button was shown
of call or chat attempts
of completed calls or
chats
of resulting transactions
Consumer Preferences Voice or Chat
26
Voice or ChatConsumers Use Both Voice amp Chat
27
Voice or ChatOlder Buyers Prefer Voice
28
Voice or ChatYounger Buyers Prefer Chat
29
Voice or ChatMajority Of Buying Power Is Evenly Split
Three Myths About Live Help ndashDEBUNKED
31
Myth 1
Offering Voice amp Chat is Unnecessary ndash One or the Other is Sufficient
32
Younger buyers (Gen Y) opt for Chat vs Voice yet the majority of buyers with purchasing power prefer Voice
Buyers early in purchase cycle may prefer Chat whereas those ready to buy often prefer Voice
Cultural language and typing issues will push some buyers towards Chat and others towards Voice
Reality
Both Voice and Chat are Required to Maximize Online Interactions
33
Myth 2
Voice Increases Costs Chat Reduces Costs
34
Live Voice is not a 1-800 number By targeting Voice help to high value or potentially abandoning customers the resulting sales lift delivers near immediate ROI
According to Gartner Chat can reduce service costs but only when agents handle 3+ chats at a time
For complex sales or service Voice can deliver higher ROI than Chat because agents can handle only 1-2 simultaneous Chats
Reality
Both Voice amp Chat Deliver ROI for the Right
Interactions
35
Myth 3
Voice Is Better for Sales Chat Is Better for Service
36
Reality
For simple low-cost sales (eg books) Chat often delivers higher ROI than Voice
For more complex or moderate-to-high-priced sales Voice often delivers higher ROI than Chat
Targeting Voice to high-value customers and Chat to lower-value customers can deliver the highest sales ROI
Common service questions are ideal for Chat agents can use ldquocannedrdquo responses to shorten and handle multiple chats
Complex service requirements are more profitably handled by Voice particularly when up-sell opportunities exist
Voice amp Chat Can Both Deliver ROI for
Sales and Service
37
ATG Click to Call amp Click to ChatCustomer Data
Innovative Companies Maximizing Interactions With Voice amp Chat
39
Retail Sales
40
Retail Sales
41
Retail Sales
42
Travel Sales
43
Travel Sales
44
Travel Sales
45
Banking (Sales)
46
Banking (Sales)
47
Banking (Sales)
48
Banking (Sales)
49
Banking (Sales)
50
Banking (Sales)
51
Banking (Service)
52
Banking (Service)
53
Banking (Service)
54
MotoSport
55
MotoSport
56
MotoSport
Live Help Case Study MotoSport
58
59
1 About MotoSport
2 Business challenges which were met with Click to chat and Click to Call
3 Benefitsresults of working with both
59
60
About MotoSport
60
bull MotoSport is one of the fastest growing online retailers of power sports apparel
motorcycle parts and accessories
bull Most company staff including Customer Contact Center are experienced riders ndash use
our products
61
Unique Business Challenges Met with Live Help
Multiple storefronts one web site some products common
Many technically complex products with different seasonality
ndash Correct matching of MakeModelYear to parts critical in improving customer confidence and reducing returns
ndash Live access to our experienced staff represent a competitive advantage
61
62
Experience from Using eStara Click to Chat and Click to Call
Enables MotoSport to leverage the expertise of its staff to improve
conversion and Average Order Value
Click to chat and click to call deployed on all product detail pages
Averaging over 500 click to chat and 120 click to call sessions per
week
Chat conversion 3 X average site conversion
Call conversion 4 X average site conversion
Future plans to expand Click to chat and Click to call to 24 hours and
multi-lingual
62
Best Practices amp Next Steps
64
Consider Risks of Standalone Chat
Chat is in the ldquolimelightrdquo because of its appeal to younger buyers and some of the ldquomythsrdquo discussed earlier
Chat alone will fail to capture all sales analysts estimate 10 incremental exposure by offering Voice amp Chat
Analyst data and ATG data shows that conversion rates for Chat double when escalated to Voice
Requiring Chatters to dial a 1-800 number will force them to ldquostart overrdquo with a new agent resulting in lost sales
65
Start With Voice Then Add Chat
Fast ROI with no capital investments (no software same agents same call center infrastructure)
Learn what Web pages and channels are driving the most demand for live help
Learn what triggers are driving the most usage and revenue lift
ndash Hovering on a page
ndash Cursor movement
ndash Transaction stage or value
ndash Error messages
ndash Null search results
Prepare for Chat investment while reaping value of Voice
66
What To Look For in a Live Help Provider
Proven scalable successful Voice amp Chat deployments
Strong targeting and measurement (conversion rate average sale price customer surveys)
Voice integration with existing call center ndash no software or equipment upgrades
Seamless escalation from Voice to Chat (same agent same context no starting over)
Self-service Web portal for live help button creation targeting amp reporting
Strong client services group with expertise to help you grow revenue with live help
QampA
Download the Live Help Whitepaper at
httpwwwatgcomlive-help
Or contact us at salesatgcom
Thank You
Why Do Online Buyers Need Help
7
Why Online Buyers Need Help
Donrsquot have all the information needed to answer questions and make purchase decision
Before They Buy
8
Why Online Buyers Need Help
Donrsquot have all the information needed to answer questions and make purchase decision
Before They Buy
Sensitivity of information or high-price of transaction
9
Why Online Buyers Need Help
Donrsquot have all the information needed to answer questions and make purchase decision
Before They Buy
Sensitivity of information or high-price of transaction
Just want to take final steps with comfort of some human assistance
10
Why Online Buyers Need HelpAfter They Buy
Shipping delivery or service activation status
11
Why Online Buyers Need HelpAfter They Buy
Shipping delivery or service activation status
Questions about using operating or activating product or service
12
Why Online Buyers Need HelpAfter They Buy
Shipping delivery or service activation status
Questions about using operating or activating product or service
Need help using Websitersquos secure services
Live Help Primer-What is it-What are the benefits -How does it work
14
Live Help Click to Call amp Click to Chat
Interactive voice and text chat services that let buyers communicate with a live agent while buying or getting service online
15
PROFIT
Reduce Abandonment
Deflect unprofitable calls to chat
Reduce call duration
Retain Loyal Customers
Increase Customer Value
Convert Visitors Into Customers
Reduce unnecessary phone transfers
Benefits of Live Help
16
1 Visitor sees proactive
(targeted) or reactive
invitation for live help
Website Visitor Live Agent
Live Help
How It Works
17
2 Visitor accepts live help
invitation invoking service
and passing Web session
data
Website Visitor Live Agent
Live Help
How It Works
18
Website Visitor Live Agent
3 Visitor is connected with live
agent via text chat or phone
call
Live Help
How It Works
19
Website Visitor Live Agent
4 Web session data is passed
to the agentrsquos screen
Live Help
How it Works
20
Website Visitor Live Agent
5 Additional visitor information
can be matched and passed
from the companyrsquos CRM
system to personalize the
interaction
CRM
Live Help
How it Works
21
Website Visitor Live Agent
6 Page push and co-browse
capabilities allow agents to
collaborate with visitors in
real time
CRM
Live Help
How it Works
22
Website Visitor Live Agent
7 Web transaction data is
captured to calculate online
revenue lift
CRM
Live Help
How it Works
23
Website Visitor Live Agent
8 Contact center transactions
are imported to calculate
offline revenue lift
CRM
Live Help
How it Works
24
Quick Easy Measurable Revenue Lift
of times a live chat or
call button was shown
of call or chat attempts
of completed calls or
chats
of resulting transactions
Consumer Preferences Voice or Chat
26
Voice or ChatConsumers Use Both Voice amp Chat
27
Voice or ChatOlder Buyers Prefer Voice
28
Voice or ChatYounger Buyers Prefer Chat
29
Voice or ChatMajority Of Buying Power Is Evenly Split
Three Myths About Live Help ndashDEBUNKED
31
Myth 1
Offering Voice amp Chat is Unnecessary ndash One or the Other is Sufficient
32
Younger buyers (Gen Y) opt for Chat vs Voice yet the majority of buyers with purchasing power prefer Voice
Buyers early in purchase cycle may prefer Chat whereas those ready to buy often prefer Voice
Cultural language and typing issues will push some buyers towards Chat and others towards Voice
Reality
Both Voice and Chat are Required to Maximize Online Interactions
33
Myth 2
Voice Increases Costs Chat Reduces Costs
34
Live Voice is not a 1-800 number By targeting Voice help to high value or potentially abandoning customers the resulting sales lift delivers near immediate ROI
According to Gartner Chat can reduce service costs but only when agents handle 3+ chats at a time
For complex sales or service Voice can deliver higher ROI than Chat because agents can handle only 1-2 simultaneous Chats
Reality
Both Voice amp Chat Deliver ROI for the Right
Interactions
35
Myth 3
Voice Is Better for Sales Chat Is Better for Service
36
Reality
For simple low-cost sales (eg books) Chat often delivers higher ROI than Voice
For more complex or moderate-to-high-priced sales Voice often delivers higher ROI than Chat
Targeting Voice to high-value customers and Chat to lower-value customers can deliver the highest sales ROI
Common service questions are ideal for Chat agents can use ldquocannedrdquo responses to shorten and handle multiple chats
Complex service requirements are more profitably handled by Voice particularly when up-sell opportunities exist
Voice amp Chat Can Both Deliver ROI for
Sales and Service
37
ATG Click to Call amp Click to ChatCustomer Data
Innovative Companies Maximizing Interactions With Voice amp Chat
39
Retail Sales
40
Retail Sales
41
Retail Sales
42
Travel Sales
43
Travel Sales
44
Travel Sales
45
Banking (Sales)
46
Banking (Sales)
47
Banking (Sales)
48
Banking (Sales)
49
Banking (Sales)
50
Banking (Sales)
51
Banking (Service)
52
Banking (Service)
53
Banking (Service)
54
MotoSport
55
MotoSport
56
MotoSport
Live Help Case Study MotoSport
58
59
1 About MotoSport
2 Business challenges which were met with Click to chat and Click to Call
3 Benefitsresults of working with both
59
60
About MotoSport
60
bull MotoSport is one of the fastest growing online retailers of power sports apparel
motorcycle parts and accessories
bull Most company staff including Customer Contact Center are experienced riders ndash use
our products
61
Unique Business Challenges Met with Live Help
Multiple storefronts one web site some products common
Many technically complex products with different seasonality
ndash Correct matching of MakeModelYear to parts critical in improving customer confidence and reducing returns
ndash Live access to our experienced staff represent a competitive advantage
61
62
Experience from Using eStara Click to Chat and Click to Call
Enables MotoSport to leverage the expertise of its staff to improve
conversion and Average Order Value
Click to chat and click to call deployed on all product detail pages
Averaging over 500 click to chat and 120 click to call sessions per
week
Chat conversion 3 X average site conversion
Call conversion 4 X average site conversion
Future plans to expand Click to chat and Click to call to 24 hours and
multi-lingual
62
Best Practices amp Next Steps
64
Consider Risks of Standalone Chat
Chat is in the ldquolimelightrdquo because of its appeal to younger buyers and some of the ldquomythsrdquo discussed earlier
Chat alone will fail to capture all sales analysts estimate 10 incremental exposure by offering Voice amp Chat
Analyst data and ATG data shows that conversion rates for Chat double when escalated to Voice
Requiring Chatters to dial a 1-800 number will force them to ldquostart overrdquo with a new agent resulting in lost sales
65
Start With Voice Then Add Chat
Fast ROI with no capital investments (no software same agents same call center infrastructure)
Learn what Web pages and channels are driving the most demand for live help
Learn what triggers are driving the most usage and revenue lift
ndash Hovering on a page
ndash Cursor movement
ndash Transaction stage or value
ndash Error messages
ndash Null search results
Prepare for Chat investment while reaping value of Voice
66
What To Look For in a Live Help Provider
Proven scalable successful Voice amp Chat deployments
Strong targeting and measurement (conversion rate average sale price customer surveys)
Voice integration with existing call center ndash no software or equipment upgrades
Seamless escalation from Voice to Chat (same agent same context no starting over)
Self-service Web portal for live help button creation targeting amp reporting
Strong client services group with expertise to help you grow revenue with live help
QampA
Download the Live Help Whitepaper at
httpwwwatgcomlive-help
Or contact us at salesatgcom
Thank You
7
Why Online Buyers Need Help
Donrsquot have all the information needed to answer questions and make purchase decision
Before They Buy
8
Why Online Buyers Need Help
Donrsquot have all the information needed to answer questions and make purchase decision
Before They Buy
Sensitivity of information or high-price of transaction
9
Why Online Buyers Need Help
Donrsquot have all the information needed to answer questions and make purchase decision
Before They Buy
Sensitivity of information or high-price of transaction
Just want to take final steps with comfort of some human assistance
10
Why Online Buyers Need HelpAfter They Buy
Shipping delivery or service activation status
11
Why Online Buyers Need HelpAfter They Buy
Shipping delivery or service activation status
Questions about using operating or activating product or service
12
Why Online Buyers Need HelpAfter They Buy
Shipping delivery or service activation status
Questions about using operating or activating product or service
Need help using Websitersquos secure services
Live Help Primer-What is it-What are the benefits -How does it work
14
Live Help Click to Call amp Click to Chat
Interactive voice and text chat services that let buyers communicate with a live agent while buying or getting service online
15
PROFIT
Reduce Abandonment
Deflect unprofitable calls to chat
Reduce call duration
Retain Loyal Customers
Increase Customer Value
Convert Visitors Into Customers
Reduce unnecessary phone transfers
Benefits of Live Help
16
1 Visitor sees proactive
(targeted) or reactive
invitation for live help
Website Visitor Live Agent
Live Help
How It Works
17
2 Visitor accepts live help
invitation invoking service
and passing Web session
data
Website Visitor Live Agent
Live Help
How It Works
18
Website Visitor Live Agent
3 Visitor is connected with live
agent via text chat or phone
call
Live Help
How It Works
19
Website Visitor Live Agent
4 Web session data is passed
to the agentrsquos screen
Live Help
How it Works
20
Website Visitor Live Agent
5 Additional visitor information
can be matched and passed
from the companyrsquos CRM
system to personalize the
interaction
CRM
Live Help
How it Works
21
Website Visitor Live Agent
6 Page push and co-browse
capabilities allow agents to
collaborate with visitors in
real time
CRM
Live Help
How it Works
22
Website Visitor Live Agent
7 Web transaction data is
captured to calculate online
revenue lift
CRM
Live Help
How it Works
23
Website Visitor Live Agent
8 Contact center transactions
are imported to calculate
offline revenue lift
CRM
Live Help
How it Works
24
Quick Easy Measurable Revenue Lift
of times a live chat or
call button was shown
of call or chat attempts
of completed calls or
chats
of resulting transactions
Consumer Preferences Voice or Chat
26
Voice or ChatConsumers Use Both Voice amp Chat
27
Voice or ChatOlder Buyers Prefer Voice
28
Voice or ChatYounger Buyers Prefer Chat
29
Voice or ChatMajority Of Buying Power Is Evenly Split
Three Myths About Live Help ndashDEBUNKED
31
Myth 1
Offering Voice amp Chat is Unnecessary ndash One or the Other is Sufficient
32
Younger buyers (Gen Y) opt for Chat vs Voice yet the majority of buyers with purchasing power prefer Voice
Buyers early in purchase cycle may prefer Chat whereas those ready to buy often prefer Voice
Cultural language and typing issues will push some buyers towards Chat and others towards Voice
Reality
Both Voice and Chat are Required to Maximize Online Interactions
33
Myth 2
Voice Increases Costs Chat Reduces Costs
34
Live Voice is not a 1-800 number By targeting Voice help to high value or potentially abandoning customers the resulting sales lift delivers near immediate ROI
According to Gartner Chat can reduce service costs but only when agents handle 3+ chats at a time
For complex sales or service Voice can deliver higher ROI than Chat because agents can handle only 1-2 simultaneous Chats
Reality
Both Voice amp Chat Deliver ROI for the Right
Interactions
35
Myth 3
Voice Is Better for Sales Chat Is Better for Service
36
Reality
For simple low-cost sales (eg books) Chat often delivers higher ROI than Voice
For more complex or moderate-to-high-priced sales Voice often delivers higher ROI than Chat
Targeting Voice to high-value customers and Chat to lower-value customers can deliver the highest sales ROI
Common service questions are ideal for Chat agents can use ldquocannedrdquo responses to shorten and handle multiple chats
Complex service requirements are more profitably handled by Voice particularly when up-sell opportunities exist
Voice amp Chat Can Both Deliver ROI for
Sales and Service
37
ATG Click to Call amp Click to ChatCustomer Data
Innovative Companies Maximizing Interactions With Voice amp Chat
39
Retail Sales
40
Retail Sales
41
Retail Sales
42
Travel Sales
43
Travel Sales
44
Travel Sales
45
Banking (Sales)
46
Banking (Sales)
47
Banking (Sales)
48
Banking (Sales)
49
Banking (Sales)
50
Banking (Sales)
51
Banking (Service)
52
Banking (Service)
53
Banking (Service)
54
MotoSport
55
MotoSport
56
MotoSport
Live Help Case Study MotoSport
58
59
1 About MotoSport
2 Business challenges which were met with Click to chat and Click to Call
3 Benefitsresults of working with both
59
60
About MotoSport
60
bull MotoSport is one of the fastest growing online retailers of power sports apparel
motorcycle parts and accessories
bull Most company staff including Customer Contact Center are experienced riders ndash use
our products
61
Unique Business Challenges Met with Live Help
Multiple storefronts one web site some products common
Many technically complex products with different seasonality
ndash Correct matching of MakeModelYear to parts critical in improving customer confidence and reducing returns
ndash Live access to our experienced staff represent a competitive advantage
61
62
Experience from Using eStara Click to Chat and Click to Call
Enables MotoSport to leverage the expertise of its staff to improve
conversion and Average Order Value
Click to chat and click to call deployed on all product detail pages
Averaging over 500 click to chat and 120 click to call sessions per
week
Chat conversion 3 X average site conversion
Call conversion 4 X average site conversion
Future plans to expand Click to chat and Click to call to 24 hours and
multi-lingual
62
Best Practices amp Next Steps
64
Consider Risks of Standalone Chat
Chat is in the ldquolimelightrdquo because of its appeal to younger buyers and some of the ldquomythsrdquo discussed earlier
Chat alone will fail to capture all sales analysts estimate 10 incremental exposure by offering Voice amp Chat
Analyst data and ATG data shows that conversion rates for Chat double when escalated to Voice
Requiring Chatters to dial a 1-800 number will force them to ldquostart overrdquo with a new agent resulting in lost sales
65
Start With Voice Then Add Chat
Fast ROI with no capital investments (no software same agents same call center infrastructure)
Learn what Web pages and channels are driving the most demand for live help
Learn what triggers are driving the most usage and revenue lift
ndash Hovering on a page
ndash Cursor movement
ndash Transaction stage or value
ndash Error messages
ndash Null search results
Prepare for Chat investment while reaping value of Voice
66
What To Look For in a Live Help Provider
Proven scalable successful Voice amp Chat deployments
Strong targeting and measurement (conversion rate average sale price customer surveys)
Voice integration with existing call center ndash no software or equipment upgrades
Seamless escalation from Voice to Chat (same agent same context no starting over)
Self-service Web portal for live help button creation targeting amp reporting
Strong client services group with expertise to help you grow revenue with live help
QampA
Download the Live Help Whitepaper at
httpwwwatgcomlive-help
Or contact us at salesatgcom
Thank You
8
Why Online Buyers Need Help
Donrsquot have all the information needed to answer questions and make purchase decision
Before They Buy
Sensitivity of information or high-price of transaction
9
Why Online Buyers Need Help
Donrsquot have all the information needed to answer questions and make purchase decision
Before They Buy
Sensitivity of information or high-price of transaction
Just want to take final steps with comfort of some human assistance
10
Why Online Buyers Need HelpAfter They Buy
Shipping delivery or service activation status
11
Why Online Buyers Need HelpAfter They Buy
Shipping delivery or service activation status
Questions about using operating or activating product or service
12
Why Online Buyers Need HelpAfter They Buy
Shipping delivery or service activation status
Questions about using operating or activating product or service
Need help using Websitersquos secure services
Live Help Primer-What is it-What are the benefits -How does it work
14
Live Help Click to Call amp Click to Chat
Interactive voice and text chat services that let buyers communicate with a live agent while buying or getting service online
15
PROFIT
Reduce Abandonment
Deflect unprofitable calls to chat
Reduce call duration
Retain Loyal Customers
Increase Customer Value
Convert Visitors Into Customers
Reduce unnecessary phone transfers
Benefits of Live Help
16
1 Visitor sees proactive
(targeted) or reactive
invitation for live help
Website Visitor Live Agent
Live Help
How It Works
17
2 Visitor accepts live help
invitation invoking service
and passing Web session
data
Website Visitor Live Agent
Live Help
How It Works
18
Website Visitor Live Agent
3 Visitor is connected with live
agent via text chat or phone
call
Live Help
How It Works
19
Website Visitor Live Agent
4 Web session data is passed
to the agentrsquos screen
Live Help
How it Works
20
Website Visitor Live Agent
5 Additional visitor information
can be matched and passed
from the companyrsquos CRM
system to personalize the
interaction
CRM
Live Help
How it Works
21
Website Visitor Live Agent
6 Page push and co-browse
capabilities allow agents to
collaborate with visitors in
real time
CRM
Live Help
How it Works
22
Website Visitor Live Agent
7 Web transaction data is
captured to calculate online
revenue lift
CRM
Live Help
How it Works
23
Website Visitor Live Agent
8 Contact center transactions
are imported to calculate
offline revenue lift
CRM
Live Help
How it Works
24
Quick Easy Measurable Revenue Lift
of times a live chat or
call button was shown
of call or chat attempts
of completed calls or
chats
of resulting transactions
Consumer Preferences Voice or Chat
26
Voice or ChatConsumers Use Both Voice amp Chat
27
Voice or ChatOlder Buyers Prefer Voice
28
Voice or ChatYounger Buyers Prefer Chat
29
Voice or ChatMajority Of Buying Power Is Evenly Split
Three Myths About Live Help ndashDEBUNKED
31
Myth 1
Offering Voice amp Chat is Unnecessary ndash One or the Other is Sufficient
32
Younger buyers (Gen Y) opt for Chat vs Voice yet the majority of buyers with purchasing power prefer Voice
Buyers early in purchase cycle may prefer Chat whereas those ready to buy often prefer Voice
Cultural language and typing issues will push some buyers towards Chat and others towards Voice
Reality
Both Voice and Chat are Required to Maximize Online Interactions
33
Myth 2
Voice Increases Costs Chat Reduces Costs
34
Live Voice is not a 1-800 number By targeting Voice help to high value or potentially abandoning customers the resulting sales lift delivers near immediate ROI
According to Gartner Chat can reduce service costs but only when agents handle 3+ chats at a time
For complex sales or service Voice can deliver higher ROI than Chat because agents can handle only 1-2 simultaneous Chats
Reality
Both Voice amp Chat Deliver ROI for the Right
Interactions
35
Myth 3
Voice Is Better for Sales Chat Is Better for Service
36
Reality
For simple low-cost sales (eg books) Chat often delivers higher ROI than Voice
For more complex or moderate-to-high-priced sales Voice often delivers higher ROI than Chat
Targeting Voice to high-value customers and Chat to lower-value customers can deliver the highest sales ROI
Common service questions are ideal for Chat agents can use ldquocannedrdquo responses to shorten and handle multiple chats
Complex service requirements are more profitably handled by Voice particularly when up-sell opportunities exist
Voice amp Chat Can Both Deliver ROI for
Sales and Service
37
ATG Click to Call amp Click to ChatCustomer Data
Innovative Companies Maximizing Interactions With Voice amp Chat
39
Retail Sales
40
Retail Sales
41
Retail Sales
42
Travel Sales
43
Travel Sales
44
Travel Sales
45
Banking (Sales)
46
Banking (Sales)
47
Banking (Sales)
48
Banking (Sales)
49
Banking (Sales)
50
Banking (Sales)
51
Banking (Service)
52
Banking (Service)
53
Banking (Service)
54
MotoSport
55
MotoSport
56
MotoSport
Live Help Case Study MotoSport
58
59
1 About MotoSport
2 Business challenges which were met with Click to chat and Click to Call
3 Benefitsresults of working with both
59
60
About MotoSport
60
bull MotoSport is one of the fastest growing online retailers of power sports apparel
motorcycle parts and accessories
bull Most company staff including Customer Contact Center are experienced riders ndash use
our products
61
Unique Business Challenges Met with Live Help
Multiple storefronts one web site some products common
Many technically complex products with different seasonality
ndash Correct matching of MakeModelYear to parts critical in improving customer confidence and reducing returns
ndash Live access to our experienced staff represent a competitive advantage
61
62
Experience from Using eStara Click to Chat and Click to Call
Enables MotoSport to leverage the expertise of its staff to improve
conversion and Average Order Value
Click to chat and click to call deployed on all product detail pages
Averaging over 500 click to chat and 120 click to call sessions per
week
Chat conversion 3 X average site conversion
Call conversion 4 X average site conversion
Future plans to expand Click to chat and Click to call to 24 hours and
multi-lingual
62
Best Practices amp Next Steps
64
Consider Risks of Standalone Chat
Chat is in the ldquolimelightrdquo because of its appeal to younger buyers and some of the ldquomythsrdquo discussed earlier
Chat alone will fail to capture all sales analysts estimate 10 incremental exposure by offering Voice amp Chat
Analyst data and ATG data shows that conversion rates for Chat double when escalated to Voice
Requiring Chatters to dial a 1-800 number will force them to ldquostart overrdquo with a new agent resulting in lost sales
65
Start With Voice Then Add Chat
Fast ROI with no capital investments (no software same agents same call center infrastructure)
Learn what Web pages and channels are driving the most demand for live help
Learn what triggers are driving the most usage and revenue lift
ndash Hovering on a page
ndash Cursor movement
ndash Transaction stage or value
ndash Error messages
ndash Null search results
Prepare for Chat investment while reaping value of Voice
66
What To Look For in a Live Help Provider
Proven scalable successful Voice amp Chat deployments
Strong targeting and measurement (conversion rate average sale price customer surveys)
Voice integration with existing call center ndash no software or equipment upgrades
Seamless escalation from Voice to Chat (same agent same context no starting over)
Self-service Web portal for live help button creation targeting amp reporting
Strong client services group with expertise to help you grow revenue with live help
QampA
Download the Live Help Whitepaper at
httpwwwatgcomlive-help
Or contact us at salesatgcom
Thank You
9
Why Online Buyers Need Help
Donrsquot have all the information needed to answer questions and make purchase decision
Before They Buy
Sensitivity of information or high-price of transaction
Just want to take final steps with comfort of some human assistance
10
Why Online Buyers Need HelpAfter They Buy
Shipping delivery or service activation status
11
Why Online Buyers Need HelpAfter They Buy
Shipping delivery or service activation status
Questions about using operating or activating product or service
12
Why Online Buyers Need HelpAfter They Buy
Shipping delivery or service activation status
Questions about using operating or activating product or service
Need help using Websitersquos secure services
Live Help Primer-What is it-What are the benefits -How does it work
14
Live Help Click to Call amp Click to Chat
Interactive voice and text chat services that let buyers communicate with a live agent while buying or getting service online
15
PROFIT
Reduce Abandonment
Deflect unprofitable calls to chat
Reduce call duration
Retain Loyal Customers
Increase Customer Value
Convert Visitors Into Customers
Reduce unnecessary phone transfers
Benefits of Live Help
16
1 Visitor sees proactive
(targeted) or reactive
invitation for live help
Website Visitor Live Agent
Live Help
How It Works
17
2 Visitor accepts live help
invitation invoking service
and passing Web session
data
Website Visitor Live Agent
Live Help
How It Works
18
Website Visitor Live Agent
3 Visitor is connected with live
agent via text chat or phone
call
Live Help
How It Works
19
Website Visitor Live Agent
4 Web session data is passed
to the agentrsquos screen
Live Help
How it Works
20
Website Visitor Live Agent
5 Additional visitor information
can be matched and passed
from the companyrsquos CRM
system to personalize the
interaction
CRM
Live Help
How it Works
21
Website Visitor Live Agent
6 Page push and co-browse
capabilities allow agents to
collaborate with visitors in
real time
CRM
Live Help
How it Works
22
Website Visitor Live Agent
7 Web transaction data is
captured to calculate online
revenue lift
CRM
Live Help
How it Works
23
Website Visitor Live Agent
8 Contact center transactions
are imported to calculate
offline revenue lift
CRM
Live Help
How it Works
24
Quick Easy Measurable Revenue Lift
of times a live chat or
call button was shown
of call or chat attempts
of completed calls or
chats
of resulting transactions
Consumer Preferences Voice or Chat
26
Voice or ChatConsumers Use Both Voice amp Chat
27
Voice or ChatOlder Buyers Prefer Voice
28
Voice or ChatYounger Buyers Prefer Chat
29
Voice or ChatMajority Of Buying Power Is Evenly Split
Three Myths About Live Help ndashDEBUNKED
31
Myth 1
Offering Voice amp Chat is Unnecessary ndash One or the Other is Sufficient
32
Younger buyers (Gen Y) opt for Chat vs Voice yet the majority of buyers with purchasing power prefer Voice
Buyers early in purchase cycle may prefer Chat whereas those ready to buy often prefer Voice
Cultural language and typing issues will push some buyers towards Chat and others towards Voice
Reality
Both Voice and Chat are Required to Maximize Online Interactions
33
Myth 2
Voice Increases Costs Chat Reduces Costs
34
Live Voice is not a 1-800 number By targeting Voice help to high value or potentially abandoning customers the resulting sales lift delivers near immediate ROI
According to Gartner Chat can reduce service costs but only when agents handle 3+ chats at a time
For complex sales or service Voice can deliver higher ROI than Chat because agents can handle only 1-2 simultaneous Chats
Reality
Both Voice amp Chat Deliver ROI for the Right
Interactions
35
Myth 3
Voice Is Better for Sales Chat Is Better for Service
36
Reality
For simple low-cost sales (eg books) Chat often delivers higher ROI than Voice
For more complex or moderate-to-high-priced sales Voice often delivers higher ROI than Chat
Targeting Voice to high-value customers and Chat to lower-value customers can deliver the highest sales ROI
Common service questions are ideal for Chat agents can use ldquocannedrdquo responses to shorten and handle multiple chats
Complex service requirements are more profitably handled by Voice particularly when up-sell opportunities exist
Voice amp Chat Can Both Deliver ROI for
Sales and Service
37
ATG Click to Call amp Click to ChatCustomer Data
Innovative Companies Maximizing Interactions With Voice amp Chat
39
Retail Sales
40
Retail Sales
41
Retail Sales
42
Travel Sales
43
Travel Sales
44
Travel Sales
45
Banking (Sales)
46
Banking (Sales)
47
Banking (Sales)
48
Banking (Sales)
49
Banking (Sales)
50
Banking (Sales)
51
Banking (Service)
52
Banking (Service)
53
Banking (Service)
54
MotoSport
55
MotoSport
56
MotoSport
Live Help Case Study MotoSport
58
59
1 About MotoSport
2 Business challenges which were met with Click to chat and Click to Call
3 Benefitsresults of working with both
59
60
About MotoSport
60
bull MotoSport is one of the fastest growing online retailers of power sports apparel
motorcycle parts and accessories
bull Most company staff including Customer Contact Center are experienced riders ndash use
our products
61
Unique Business Challenges Met with Live Help
Multiple storefronts one web site some products common
Many technically complex products with different seasonality
ndash Correct matching of MakeModelYear to parts critical in improving customer confidence and reducing returns
ndash Live access to our experienced staff represent a competitive advantage
61
62
Experience from Using eStara Click to Chat and Click to Call
Enables MotoSport to leverage the expertise of its staff to improve
conversion and Average Order Value
Click to chat and click to call deployed on all product detail pages
Averaging over 500 click to chat and 120 click to call sessions per
week
Chat conversion 3 X average site conversion
Call conversion 4 X average site conversion
Future plans to expand Click to chat and Click to call to 24 hours and
multi-lingual
62
Best Practices amp Next Steps
64
Consider Risks of Standalone Chat
Chat is in the ldquolimelightrdquo because of its appeal to younger buyers and some of the ldquomythsrdquo discussed earlier
Chat alone will fail to capture all sales analysts estimate 10 incremental exposure by offering Voice amp Chat
Analyst data and ATG data shows that conversion rates for Chat double when escalated to Voice
Requiring Chatters to dial a 1-800 number will force them to ldquostart overrdquo with a new agent resulting in lost sales
65
Start With Voice Then Add Chat
Fast ROI with no capital investments (no software same agents same call center infrastructure)
Learn what Web pages and channels are driving the most demand for live help
Learn what triggers are driving the most usage and revenue lift
ndash Hovering on a page
ndash Cursor movement
ndash Transaction stage or value
ndash Error messages
ndash Null search results
Prepare for Chat investment while reaping value of Voice
66
What To Look For in a Live Help Provider
Proven scalable successful Voice amp Chat deployments
Strong targeting and measurement (conversion rate average sale price customer surveys)
Voice integration with existing call center ndash no software or equipment upgrades
Seamless escalation from Voice to Chat (same agent same context no starting over)
Self-service Web portal for live help button creation targeting amp reporting
Strong client services group with expertise to help you grow revenue with live help
QampA
Download the Live Help Whitepaper at
httpwwwatgcomlive-help
Or contact us at salesatgcom
Thank You
10
Why Online Buyers Need HelpAfter They Buy
Shipping delivery or service activation status
11
Why Online Buyers Need HelpAfter They Buy
Shipping delivery or service activation status
Questions about using operating or activating product or service
12
Why Online Buyers Need HelpAfter They Buy
Shipping delivery or service activation status
Questions about using operating or activating product or service
Need help using Websitersquos secure services
Live Help Primer-What is it-What are the benefits -How does it work
14
Live Help Click to Call amp Click to Chat
Interactive voice and text chat services that let buyers communicate with a live agent while buying or getting service online
15
PROFIT
Reduce Abandonment
Deflect unprofitable calls to chat
Reduce call duration
Retain Loyal Customers
Increase Customer Value
Convert Visitors Into Customers
Reduce unnecessary phone transfers
Benefits of Live Help
16
1 Visitor sees proactive
(targeted) or reactive
invitation for live help
Website Visitor Live Agent
Live Help
How It Works
17
2 Visitor accepts live help
invitation invoking service
and passing Web session
data
Website Visitor Live Agent
Live Help
How It Works
18
Website Visitor Live Agent
3 Visitor is connected with live
agent via text chat or phone
call
Live Help
How It Works
19
Website Visitor Live Agent
4 Web session data is passed
to the agentrsquos screen
Live Help
How it Works
20
Website Visitor Live Agent
5 Additional visitor information
can be matched and passed
from the companyrsquos CRM
system to personalize the
interaction
CRM
Live Help
How it Works
21
Website Visitor Live Agent
6 Page push and co-browse
capabilities allow agents to
collaborate with visitors in
real time
CRM
Live Help
How it Works
22
Website Visitor Live Agent
7 Web transaction data is
captured to calculate online
revenue lift
CRM
Live Help
How it Works
23
Website Visitor Live Agent
8 Contact center transactions
are imported to calculate
offline revenue lift
CRM
Live Help
How it Works
24
Quick Easy Measurable Revenue Lift
of times a live chat or
call button was shown
of call or chat attempts
of completed calls or
chats
of resulting transactions
Consumer Preferences Voice or Chat
26
Voice or ChatConsumers Use Both Voice amp Chat
27
Voice or ChatOlder Buyers Prefer Voice
28
Voice or ChatYounger Buyers Prefer Chat
29
Voice or ChatMajority Of Buying Power Is Evenly Split
Three Myths About Live Help ndashDEBUNKED
31
Myth 1
Offering Voice amp Chat is Unnecessary ndash One or the Other is Sufficient
32
Younger buyers (Gen Y) opt for Chat vs Voice yet the majority of buyers with purchasing power prefer Voice
Buyers early in purchase cycle may prefer Chat whereas those ready to buy often prefer Voice
Cultural language and typing issues will push some buyers towards Chat and others towards Voice
Reality
Both Voice and Chat are Required to Maximize Online Interactions
33
Myth 2
Voice Increases Costs Chat Reduces Costs
34
Live Voice is not a 1-800 number By targeting Voice help to high value or potentially abandoning customers the resulting sales lift delivers near immediate ROI
According to Gartner Chat can reduce service costs but only when agents handle 3+ chats at a time
For complex sales or service Voice can deliver higher ROI than Chat because agents can handle only 1-2 simultaneous Chats
Reality
Both Voice amp Chat Deliver ROI for the Right
Interactions
35
Myth 3
Voice Is Better for Sales Chat Is Better for Service
36
Reality
For simple low-cost sales (eg books) Chat often delivers higher ROI than Voice
For more complex or moderate-to-high-priced sales Voice often delivers higher ROI than Chat
Targeting Voice to high-value customers and Chat to lower-value customers can deliver the highest sales ROI
Common service questions are ideal for Chat agents can use ldquocannedrdquo responses to shorten and handle multiple chats
Complex service requirements are more profitably handled by Voice particularly when up-sell opportunities exist
Voice amp Chat Can Both Deliver ROI for
Sales and Service
37
ATG Click to Call amp Click to ChatCustomer Data
Innovative Companies Maximizing Interactions With Voice amp Chat
39
Retail Sales
40
Retail Sales
41
Retail Sales
42
Travel Sales
43
Travel Sales
44
Travel Sales
45
Banking (Sales)
46
Banking (Sales)
47
Banking (Sales)
48
Banking (Sales)
49
Banking (Sales)
50
Banking (Sales)
51
Banking (Service)
52
Banking (Service)
53
Banking (Service)
54
MotoSport
55
MotoSport
56
MotoSport
Live Help Case Study MotoSport
58
59
1 About MotoSport
2 Business challenges which were met with Click to chat and Click to Call
3 Benefitsresults of working with both
59
60
About MotoSport
60
bull MotoSport is one of the fastest growing online retailers of power sports apparel
motorcycle parts and accessories
bull Most company staff including Customer Contact Center are experienced riders ndash use
our products
61
Unique Business Challenges Met with Live Help
Multiple storefronts one web site some products common
Many technically complex products with different seasonality
ndash Correct matching of MakeModelYear to parts critical in improving customer confidence and reducing returns
ndash Live access to our experienced staff represent a competitive advantage
61
62
Experience from Using eStara Click to Chat and Click to Call
Enables MotoSport to leverage the expertise of its staff to improve
conversion and Average Order Value
Click to chat and click to call deployed on all product detail pages
Averaging over 500 click to chat and 120 click to call sessions per
week
Chat conversion 3 X average site conversion
Call conversion 4 X average site conversion
Future plans to expand Click to chat and Click to call to 24 hours and
multi-lingual
62
Best Practices amp Next Steps
64
Consider Risks of Standalone Chat
Chat is in the ldquolimelightrdquo because of its appeal to younger buyers and some of the ldquomythsrdquo discussed earlier
Chat alone will fail to capture all sales analysts estimate 10 incremental exposure by offering Voice amp Chat
Analyst data and ATG data shows that conversion rates for Chat double when escalated to Voice
Requiring Chatters to dial a 1-800 number will force them to ldquostart overrdquo with a new agent resulting in lost sales
65
Start With Voice Then Add Chat
Fast ROI with no capital investments (no software same agents same call center infrastructure)
Learn what Web pages and channels are driving the most demand for live help
Learn what triggers are driving the most usage and revenue lift
ndash Hovering on a page
ndash Cursor movement
ndash Transaction stage or value
ndash Error messages
ndash Null search results
Prepare for Chat investment while reaping value of Voice
66
What To Look For in a Live Help Provider
Proven scalable successful Voice amp Chat deployments
Strong targeting and measurement (conversion rate average sale price customer surveys)
Voice integration with existing call center ndash no software or equipment upgrades
Seamless escalation from Voice to Chat (same agent same context no starting over)
Self-service Web portal for live help button creation targeting amp reporting
Strong client services group with expertise to help you grow revenue with live help
QampA
Download the Live Help Whitepaper at
httpwwwatgcomlive-help
Or contact us at salesatgcom
Thank You
11
Why Online Buyers Need HelpAfter They Buy
Shipping delivery or service activation status
Questions about using operating or activating product or service
12
Why Online Buyers Need HelpAfter They Buy
Shipping delivery or service activation status
Questions about using operating or activating product or service
Need help using Websitersquos secure services
Live Help Primer-What is it-What are the benefits -How does it work
14
Live Help Click to Call amp Click to Chat
Interactive voice and text chat services that let buyers communicate with a live agent while buying or getting service online
15
PROFIT
Reduce Abandonment
Deflect unprofitable calls to chat
Reduce call duration
Retain Loyal Customers
Increase Customer Value
Convert Visitors Into Customers
Reduce unnecessary phone transfers
Benefits of Live Help
16
1 Visitor sees proactive
(targeted) or reactive
invitation for live help
Website Visitor Live Agent
Live Help
How It Works
17
2 Visitor accepts live help
invitation invoking service
and passing Web session
data
Website Visitor Live Agent
Live Help
How It Works
18
Website Visitor Live Agent
3 Visitor is connected with live
agent via text chat or phone
call
Live Help
How It Works
19
Website Visitor Live Agent
4 Web session data is passed
to the agentrsquos screen
Live Help
How it Works
20
Website Visitor Live Agent
5 Additional visitor information
can be matched and passed
from the companyrsquos CRM
system to personalize the
interaction
CRM
Live Help
How it Works
21
Website Visitor Live Agent
6 Page push and co-browse
capabilities allow agents to
collaborate with visitors in
real time
CRM
Live Help
How it Works
22
Website Visitor Live Agent
7 Web transaction data is
captured to calculate online
revenue lift
CRM
Live Help
How it Works
23
Website Visitor Live Agent
8 Contact center transactions
are imported to calculate
offline revenue lift
CRM
Live Help
How it Works
24
Quick Easy Measurable Revenue Lift
of times a live chat or
call button was shown
of call or chat attempts
of completed calls or
chats
of resulting transactions
Consumer Preferences Voice or Chat
26
Voice or ChatConsumers Use Both Voice amp Chat
27
Voice or ChatOlder Buyers Prefer Voice
28
Voice or ChatYounger Buyers Prefer Chat
29
Voice or ChatMajority Of Buying Power Is Evenly Split
Three Myths About Live Help ndashDEBUNKED
31
Myth 1
Offering Voice amp Chat is Unnecessary ndash One or the Other is Sufficient
32
Younger buyers (Gen Y) opt for Chat vs Voice yet the majority of buyers with purchasing power prefer Voice
Buyers early in purchase cycle may prefer Chat whereas those ready to buy often prefer Voice
Cultural language and typing issues will push some buyers towards Chat and others towards Voice
Reality
Both Voice and Chat are Required to Maximize Online Interactions
33
Myth 2
Voice Increases Costs Chat Reduces Costs
34
Live Voice is not a 1-800 number By targeting Voice help to high value or potentially abandoning customers the resulting sales lift delivers near immediate ROI
According to Gartner Chat can reduce service costs but only when agents handle 3+ chats at a time
For complex sales or service Voice can deliver higher ROI than Chat because agents can handle only 1-2 simultaneous Chats
Reality
Both Voice amp Chat Deliver ROI for the Right
Interactions
35
Myth 3
Voice Is Better for Sales Chat Is Better for Service
36
Reality
For simple low-cost sales (eg books) Chat often delivers higher ROI than Voice
For more complex or moderate-to-high-priced sales Voice often delivers higher ROI than Chat
Targeting Voice to high-value customers and Chat to lower-value customers can deliver the highest sales ROI
Common service questions are ideal for Chat agents can use ldquocannedrdquo responses to shorten and handle multiple chats
Complex service requirements are more profitably handled by Voice particularly when up-sell opportunities exist
Voice amp Chat Can Both Deliver ROI for
Sales and Service
37
ATG Click to Call amp Click to ChatCustomer Data
Innovative Companies Maximizing Interactions With Voice amp Chat
39
Retail Sales
40
Retail Sales
41
Retail Sales
42
Travel Sales
43
Travel Sales
44
Travel Sales
45
Banking (Sales)
46
Banking (Sales)
47
Banking (Sales)
48
Banking (Sales)
49
Banking (Sales)
50
Banking (Sales)
51
Banking (Service)
52
Banking (Service)
53
Banking (Service)
54
MotoSport
55
MotoSport
56
MotoSport
Live Help Case Study MotoSport
58
59
1 About MotoSport
2 Business challenges which were met with Click to chat and Click to Call
3 Benefitsresults of working with both
59
60
About MotoSport
60
bull MotoSport is one of the fastest growing online retailers of power sports apparel
motorcycle parts and accessories
bull Most company staff including Customer Contact Center are experienced riders ndash use
our products
61
Unique Business Challenges Met with Live Help
Multiple storefronts one web site some products common
Many technically complex products with different seasonality
ndash Correct matching of MakeModelYear to parts critical in improving customer confidence and reducing returns
ndash Live access to our experienced staff represent a competitive advantage
61
62
Experience from Using eStara Click to Chat and Click to Call
Enables MotoSport to leverage the expertise of its staff to improve
conversion and Average Order Value
Click to chat and click to call deployed on all product detail pages
Averaging over 500 click to chat and 120 click to call sessions per
week
Chat conversion 3 X average site conversion
Call conversion 4 X average site conversion
Future plans to expand Click to chat and Click to call to 24 hours and
multi-lingual
62
Best Practices amp Next Steps
64
Consider Risks of Standalone Chat
Chat is in the ldquolimelightrdquo because of its appeal to younger buyers and some of the ldquomythsrdquo discussed earlier
Chat alone will fail to capture all sales analysts estimate 10 incremental exposure by offering Voice amp Chat
Analyst data and ATG data shows that conversion rates for Chat double when escalated to Voice
Requiring Chatters to dial a 1-800 number will force them to ldquostart overrdquo with a new agent resulting in lost sales
65
Start With Voice Then Add Chat
Fast ROI with no capital investments (no software same agents same call center infrastructure)
Learn what Web pages and channels are driving the most demand for live help
Learn what triggers are driving the most usage and revenue lift
ndash Hovering on a page
ndash Cursor movement
ndash Transaction stage or value
ndash Error messages
ndash Null search results
Prepare for Chat investment while reaping value of Voice
66
What To Look For in a Live Help Provider
Proven scalable successful Voice amp Chat deployments
Strong targeting and measurement (conversion rate average sale price customer surveys)
Voice integration with existing call center ndash no software or equipment upgrades
Seamless escalation from Voice to Chat (same agent same context no starting over)
Self-service Web portal for live help button creation targeting amp reporting
Strong client services group with expertise to help you grow revenue with live help
QampA
Download the Live Help Whitepaper at
httpwwwatgcomlive-help
Or contact us at salesatgcom
Thank You
12
Why Online Buyers Need HelpAfter They Buy
Shipping delivery or service activation status
Questions about using operating or activating product or service
Need help using Websitersquos secure services
Live Help Primer-What is it-What are the benefits -How does it work
14
Live Help Click to Call amp Click to Chat
Interactive voice and text chat services that let buyers communicate with a live agent while buying or getting service online
15
PROFIT
Reduce Abandonment
Deflect unprofitable calls to chat
Reduce call duration
Retain Loyal Customers
Increase Customer Value
Convert Visitors Into Customers
Reduce unnecessary phone transfers
Benefits of Live Help
16
1 Visitor sees proactive
(targeted) or reactive
invitation for live help
Website Visitor Live Agent
Live Help
How It Works
17
2 Visitor accepts live help
invitation invoking service
and passing Web session
data
Website Visitor Live Agent
Live Help
How It Works
18
Website Visitor Live Agent
3 Visitor is connected with live
agent via text chat or phone
call
Live Help
How It Works
19
Website Visitor Live Agent
4 Web session data is passed
to the agentrsquos screen
Live Help
How it Works
20
Website Visitor Live Agent
5 Additional visitor information
can be matched and passed
from the companyrsquos CRM
system to personalize the
interaction
CRM
Live Help
How it Works
21
Website Visitor Live Agent
6 Page push and co-browse
capabilities allow agents to
collaborate with visitors in
real time
CRM
Live Help
How it Works
22
Website Visitor Live Agent
7 Web transaction data is
captured to calculate online
revenue lift
CRM
Live Help
How it Works
23
Website Visitor Live Agent
8 Contact center transactions
are imported to calculate
offline revenue lift
CRM
Live Help
How it Works
24
Quick Easy Measurable Revenue Lift
of times a live chat or
call button was shown
of call or chat attempts
of completed calls or
chats
of resulting transactions
Consumer Preferences Voice or Chat
26
Voice or ChatConsumers Use Both Voice amp Chat
27
Voice or ChatOlder Buyers Prefer Voice
28
Voice or ChatYounger Buyers Prefer Chat
29
Voice or ChatMajority Of Buying Power Is Evenly Split
Three Myths About Live Help ndashDEBUNKED
31
Myth 1
Offering Voice amp Chat is Unnecessary ndash One or the Other is Sufficient
32
Younger buyers (Gen Y) opt for Chat vs Voice yet the majority of buyers with purchasing power prefer Voice
Buyers early in purchase cycle may prefer Chat whereas those ready to buy often prefer Voice
Cultural language and typing issues will push some buyers towards Chat and others towards Voice
Reality
Both Voice and Chat are Required to Maximize Online Interactions
33
Myth 2
Voice Increases Costs Chat Reduces Costs
34
Live Voice is not a 1-800 number By targeting Voice help to high value or potentially abandoning customers the resulting sales lift delivers near immediate ROI
According to Gartner Chat can reduce service costs but only when agents handle 3+ chats at a time
For complex sales or service Voice can deliver higher ROI than Chat because agents can handle only 1-2 simultaneous Chats
Reality
Both Voice amp Chat Deliver ROI for the Right
Interactions
35
Myth 3
Voice Is Better for Sales Chat Is Better for Service
36
Reality
For simple low-cost sales (eg books) Chat often delivers higher ROI than Voice
For more complex or moderate-to-high-priced sales Voice often delivers higher ROI than Chat
Targeting Voice to high-value customers and Chat to lower-value customers can deliver the highest sales ROI
Common service questions are ideal for Chat agents can use ldquocannedrdquo responses to shorten and handle multiple chats
Complex service requirements are more profitably handled by Voice particularly when up-sell opportunities exist
Voice amp Chat Can Both Deliver ROI for
Sales and Service
37
ATG Click to Call amp Click to ChatCustomer Data
Innovative Companies Maximizing Interactions With Voice amp Chat
39
Retail Sales
40
Retail Sales
41
Retail Sales
42
Travel Sales
43
Travel Sales
44
Travel Sales
45
Banking (Sales)
46
Banking (Sales)
47
Banking (Sales)
48
Banking (Sales)
49
Banking (Sales)
50
Banking (Sales)
51
Banking (Service)
52
Banking (Service)
53
Banking (Service)
54
MotoSport
55
MotoSport
56
MotoSport
Live Help Case Study MotoSport
58
59
1 About MotoSport
2 Business challenges which were met with Click to chat and Click to Call
3 Benefitsresults of working with both
59
60
About MotoSport
60
bull MotoSport is one of the fastest growing online retailers of power sports apparel
motorcycle parts and accessories
bull Most company staff including Customer Contact Center are experienced riders ndash use
our products
61
Unique Business Challenges Met with Live Help
Multiple storefronts one web site some products common
Many technically complex products with different seasonality
ndash Correct matching of MakeModelYear to parts critical in improving customer confidence and reducing returns
ndash Live access to our experienced staff represent a competitive advantage
61
62
Experience from Using eStara Click to Chat and Click to Call
Enables MotoSport to leverage the expertise of its staff to improve
conversion and Average Order Value
Click to chat and click to call deployed on all product detail pages
Averaging over 500 click to chat and 120 click to call sessions per
week
Chat conversion 3 X average site conversion
Call conversion 4 X average site conversion
Future plans to expand Click to chat and Click to call to 24 hours and
multi-lingual
62
Best Practices amp Next Steps
64
Consider Risks of Standalone Chat
Chat is in the ldquolimelightrdquo because of its appeal to younger buyers and some of the ldquomythsrdquo discussed earlier
Chat alone will fail to capture all sales analysts estimate 10 incremental exposure by offering Voice amp Chat
Analyst data and ATG data shows that conversion rates for Chat double when escalated to Voice
Requiring Chatters to dial a 1-800 number will force them to ldquostart overrdquo with a new agent resulting in lost sales
65
Start With Voice Then Add Chat
Fast ROI with no capital investments (no software same agents same call center infrastructure)
Learn what Web pages and channels are driving the most demand for live help
Learn what triggers are driving the most usage and revenue lift
ndash Hovering on a page
ndash Cursor movement
ndash Transaction stage or value
ndash Error messages
ndash Null search results
Prepare for Chat investment while reaping value of Voice
66
What To Look For in a Live Help Provider
Proven scalable successful Voice amp Chat deployments
Strong targeting and measurement (conversion rate average sale price customer surveys)
Voice integration with existing call center ndash no software or equipment upgrades
Seamless escalation from Voice to Chat (same agent same context no starting over)
Self-service Web portal for live help button creation targeting amp reporting
Strong client services group with expertise to help you grow revenue with live help
QampA
Download the Live Help Whitepaper at
httpwwwatgcomlive-help
Or contact us at salesatgcom
Thank You
Live Help Primer-What is it-What are the benefits -How does it work
14
Live Help Click to Call amp Click to Chat
Interactive voice and text chat services that let buyers communicate with a live agent while buying or getting service online
15
PROFIT
Reduce Abandonment
Deflect unprofitable calls to chat
Reduce call duration
Retain Loyal Customers
Increase Customer Value
Convert Visitors Into Customers
Reduce unnecessary phone transfers
Benefits of Live Help
16
1 Visitor sees proactive
(targeted) or reactive
invitation for live help
Website Visitor Live Agent
Live Help
How It Works
17
2 Visitor accepts live help
invitation invoking service
and passing Web session
data
Website Visitor Live Agent
Live Help
How It Works
18
Website Visitor Live Agent
3 Visitor is connected with live
agent via text chat or phone
call
Live Help
How It Works
19
Website Visitor Live Agent
4 Web session data is passed
to the agentrsquos screen
Live Help
How it Works
20
Website Visitor Live Agent
5 Additional visitor information
can be matched and passed
from the companyrsquos CRM
system to personalize the
interaction
CRM
Live Help
How it Works
21
Website Visitor Live Agent
6 Page push and co-browse
capabilities allow agents to
collaborate with visitors in
real time
CRM
Live Help
How it Works
22
Website Visitor Live Agent
7 Web transaction data is
captured to calculate online
revenue lift
CRM
Live Help
How it Works
23
Website Visitor Live Agent
8 Contact center transactions
are imported to calculate
offline revenue lift
CRM
Live Help
How it Works
24
Quick Easy Measurable Revenue Lift
of times a live chat or
call button was shown
of call or chat attempts
of completed calls or
chats
of resulting transactions
Consumer Preferences Voice or Chat
26
Voice or ChatConsumers Use Both Voice amp Chat
27
Voice or ChatOlder Buyers Prefer Voice
28
Voice or ChatYounger Buyers Prefer Chat
29
Voice or ChatMajority Of Buying Power Is Evenly Split
Three Myths About Live Help ndashDEBUNKED
31
Myth 1
Offering Voice amp Chat is Unnecessary ndash One or the Other is Sufficient
32
Younger buyers (Gen Y) opt for Chat vs Voice yet the majority of buyers with purchasing power prefer Voice
Buyers early in purchase cycle may prefer Chat whereas those ready to buy often prefer Voice
Cultural language and typing issues will push some buyers towards Chat and others towards Voice
Reality
Both Voice and Chat are Required to Maximize Online Interactions
33
Myth 2
Voice Increases Costs Chat Reduces Costs
34
Live Voice is not a 1-800 number By targeting Voice help to high value or potentially abandoning customers the resulting sales lift delivers near immediate ROI
According to Gartner Chat can reduce service costs but only when agents handle 3+ chats at a time
For complex sales or service Voice can deliver higher ROI than Chat because agents can handle only 1-2 simultaneous Chats
Reality
Both Voice amp Chat Deliver ROI for the Right
Interactions
35
Myth 3
Voice Is Better for Sales Chat Is Better for Service
36
Reality
For simple low-cost sales (eg books) Chat often delivers higher ROI than Voice
For more complex or moderate-to-high-priced sales Voice often delivers higher ROI than Chat
Targeting Voice to high-value customers and Chat to lower-value customers can deliver the highest sales ROI
Common service questions are ideal for Chat agents can use ldquocannedrdquo responses to shorten and handle multiple chats
Complex service requirements are more profitably handled by Voice particularly when up-sell opportunities exist
Voice amp Chat Can Both Deliver ROI for
Sales and Service
37
ATG Click to Call amp Click to ChatCustomer Data
Innovative Companies Maximizing Interactions With Voice amp Chat
39
Retail Sales
40
Retail Sales
41
Retail Sales
42
Travel Sales
43
Travel Sales
44
Travel Sales
45
Banking (Sales)
46
Banking (Sales)
47
Banking (Sales)
48
Banking (Sales)
49
Banking (Sales)
50
Banking (Sales)
51
Banking (Service)
52
Banking (Service)
53
Banking (Service)
54
MotoSport
55
MotoSport
56
MotoSport
Live Help Case Study MotoSport
58
59
1 About MotoSport
2 Business challenges which were met with Click to chat and Click to Call
3 Benefitsresults of working with both
59
60
About MotoSport
60
bull MotoSport is one of the fastest growing online retailers of power sports apparel
motorcycle parts and accessories
bull Most company staff including Customer Contact Center are experienced riders ndash use
our products
61
Unique Business Challenges Met with Live Help
Multiple storefronts one web site some products common
Many technically complex products with different seasonality
ndash Correct matching of MakeModelYear to parts critical in improving customer confidence and reducing returns
ndash Live access to our experienced staff represent a competitive advantage
61
62
Experience from Using eStara Click to Chat and Click to Call
Enables MotoSport to leverage the expertise of its staff to improve
conversion and Average Order Value
Click to chat and click to call deployed on all product detail pages
Averaging over 500 click to chat and 120 click to call sessions per
week
Chat conversion 3 X average site conversion
Call conversion 4 X average site conversion
Future plans to expand Click to chat and Click to call to 24 hours and
multi-lingual
62
Best Practices amp Next Steps
64
Consider Risks of Standalone Chat
Chat is in the ldquolimelightrdquo because of its appeal to younger buyers and some of the ldquomythsrdquo discussed earlier
Chat alone will fail to capture all sales analysts estimate 10 incremental exposure by offering Voice amp Chat
Analyst data and ATG data shows that conversion rates for Chat double when escalated to Voice
Requiring Chatters to dial a 1-800 number will force them to ldquostart overrdquo with a new agent resulting in lost sales
65
Start With Voice Then Add Chat
Fast ROI with no capital investments (no software same agents same call center infrastructure)
Learn what Web pages and channels are driving the most demand for live help
Learn what triggers are driving the most usage and revenue lift
ndash Hovering on a page
ndash Cursor movement
ndash Transaction stage or value
ndash Error messages
ndash Null search results
Prepare for Chat investment while reaping value of Voice
66
What To Look For in a Live Help Provider
Proven scalable successful Voice amp Chat deployments
Strong targeting and measurement (conversion rate average sale price customer surveys)
Voice integration with existing call center ndash no software or equipment upgrades
Seamless escalation from Voice to Chat (same agent same context no starting over)
Self-service Web portal for live help button creation targeting amp reporting
Strong client services group with expertise to help you grow revenue with live help
QampA
Download the Live Help Whitepaper at
httpwwwatgcomlive-help
Or contact us at salesatgcom
Thank You
14
Live Help Click to Call amp Click to Chat
Interactive voice and text chat services that let buyers communicate with a live agent while buying or getting service online
15
PROFIT
Reduce Abandonment
Deflect unprofitable calls to chat
Reduce call duration
Retain Loyal Customers
Increase Customer Value
Convert Visitors Into Customers
Reduce unnecessary phone transfers
Benefits of Live Help
16
1 Visitor sees proactive
(targeted) or reactive
invitation for live help
Website Visitor Live Agent
Live Help
How It Works
17
2 Visitor accepts live help
invitation invoking service
and passing Web session
data
Website Visitor Live Agent
Live Help
How It Works
18
Website Visitor Live Agent
3 Visitor is connected with live
agent via text chat or phone
call
Live Help
How It Works
19
Website Visitor Live Agent
4 Web session data is passed
to the agentrsquos screen
Live Help
How it Works
20
Website Visitor Live Agent
5 Additional visitor information
can be matched and passed
from the companyrsquos CRM
system to personalize the
interaction
CRM
Live Help
How it Works
21
Website Visitor Live Agent
6 Page push and co-browse
capabilities allow agents to
collaborate with visitors in
real time
CRM
Live Help
How it Works
22
Website Visitor Live Agent
7 Web transaction data is
captured to calculate online
revenue lift
CRM
Live Help
How it Works
23
Website Visitor Live Agent
8 Contact center transactions
are imported to calculate
offline revenue lift
CRM
Live Help
How it Works
24
Quick Easy Measurable Revenue Lift
of times a live chat or
call button was shown
of call or chat attempts
of completed calls or
chats
of resulting transactions
Consumer Preferences Voice or Chat
26
Voice or ChatConsumers Use Both Voice amp Chat
27
Voice or ChatOlder Buyers Prefer Voice
28
Voice or ChatYounger Buyers Prefer Chat
29
Voice or ChatMajority Of Buying Power Is Evenly Split
Three Myths About Live Help ndashDEBUNKED
31
Myth 1
Offering Voice amp Chat is Unnecessary ndash One or the Other is Sufficient
32
Younger buyers (Gen Y) opt for Chat vs Voice yet the majority of buyers with purchasing power prefer Voice
Buyers early in purchase cycle may prefer Chat whereas those ready to buy often prefer Voice
Cultural language and typing issues will push some buyers towards Chat and others towards Voice
Reality
Both Voice and Chat are Required to Maximize Online Interactions
33
Myth 2
Voice Increases Costs Chat Reduces Costs
34
Live Voice is not a 1-800 number By targeting Voice help to high value or potentially abandoning customers the resulting sales lift delivers near immediate ROI
According to Gartner Chat can reduce service costs but only when agents handle 3+ chats at a time
For complex sales or service Voice can deliver higher ROI than Chat because agents can handle only 1-2 simultaneous Chats
Reality
Both Voice amp Chat Deliver ROI for the Right
Interactions
35
Myth 3
Voice Is Better for Sales Chat Is Better for Service
36
Reality
For simple low-cost sales (eg books) Chat often delivers higher ROI than Voice
For more complex or moderate-to-high-priced sales Voice often delivers higher ROI than Chat
Targeting Voice to high-value customers and Chat to lower-value customers can deliver the highest sales ROI
Common service questions are ideal for Chat agents can use ldquocannedrdquo responses to shorten and handle multiple chats
Complex service requirements are more profitably handled by Voice particularly when up-sell opportunities exist
Voice amp Chat Can Both Deliver ROI for
Sales and Service
37
ATG Click to Call amp Click to ChatCustomer Data
Innovative Companies Maximizing Interactions With Voice amp Chat
39
Retail Sales
40
Retail Sales
41
Retail Sales
42
Travel Sales
43
Travel Sales
44
Travel Sales
45
Banking (Sales)
46
Banking (Sales)
47
Banking (Sales)
48
Banking (Sales)
49
Banking (Sales)
50
Banking (Sales)
51
Banking (Service)
52
Banking (Service)
53
Banking (Service)
54
MotoSport
55
MotoSport
56
MotoSport
Live Help Case Study MotoSport
58
59
1 About MotoSport
2 Business challenges which were met with Click to chat and Click to Call
3 Benefitsresults of working with both
59
60
About MotoSport
60
bull MotoSport is one of the fastest growing online retailers of power sports apparel
motorcycle parts and accessories
bull Most company staff including Customer Contact Center are experienced riders ndash use
our products
61
Unique Business Challenges Met with Live Help
Multiple storefronts one web site some products common
Many technically complex products with different seasonality
ndash Correct matching of MakeModelYear to parts critical in improving customer confidence and reducing returns
ndash Live access to our experienced staff represent a competitive advantage
61
62
Experience from Using eStara Click to Chat and Click to Call
Enables MotoSport to leverage the expertise of its staff to improve
conversion and Average Order Value
Click to chat and click to call deployed on all product detail pages
Averaging over 500 click to chat and 120 click to call sessions per
week
Chat conversion 3 X average site conversion
Call conversion 4 X average site conversion
Future plans to expand Click to chat and Click to call to 24 hours and
multi-lingual
62
Best Practices amp Next Steps
64
Consider Risks of Standalone Chat
Chat is in the ldquolimelightrdquo because of its appeal to younger buyers and some of the ldquomythsrdquo discussed earlier
Chat alone will fail to capture all sales analysts estimate 10 incremental exposure by offering Voice amp Chat
Analyst data and ATG data shows that conversion rates for Chat double when escalated to Voice
Requiring Chatters to dial a 1-800 number will force them to ldquostart overrdquo with a new agent resulting in lost sales
65
Start With Voice Then Add Chat
Fast ROI with no capital investments (no software same agents same call center infrastructure)
Learn what Web pages and channels are driving the most demand for live help
Learn what triggers are driving the most usage and revenue lift
ndash Hovering on a page
ndash Cursor movement
ndash Transaction stage or value
ndash Error messages
ndash Null search results
Prepare for Chat investment while reaping value of Voice
66
What To Look For in a Live Help Provider
Proven scalable successful Voice amp Chat deployments
Strong targeting and measurement (conversion rate average sale price customer surveys)
Voice integration with existing call center ndash no software or equipment upgrades
Seamless escalation from Voice to Chat (same agent same context no starting over)
Self-service Web portal for live help button creation targeting amp reporting
Strong client services group with expertise to help you grow revenue with live help
QampA
Download the Live Help Whitepaper at
httpwwwatgcomlive-help
Or contact us at salesatgcom
Thank You
15
PROFIT
Reduce Abandonment
Deflect unprofitable calls to chat
Reduce call duration
Retain Loyal Customers
Increase Customer Value
Convert Visitors Into Customers
Reduce unnecessary phone transfers
Benefits of Live Help
16
1 Visitor sees proactive
(targeted) or reactive
invitation for live help
Website Visitor Live Agent
Live Help
How It Works
17
2 Visitor accepts live help
invitation invoking service
and passing Web session
data
Website Visitor Live Agent
Live Help
How It Works
18
Website Visitor Live Agent
3 Visitor is connected with live
agent via text chat or phone
call
Live Help
How It Works
19
Website Visitor Live Agent
4 Web session data is passed
to the agentrsquos screen
Live Help
How it Works
20
Website Visitor Live Agent
5 Additional visitor information
can be matched and passed
from the companyrsquos CRM
system to personalize the
interaction
CRM
Live Help
How it Works
21
Website Visitor Live Agent
6 Page push and co-browse
capabilities allow agents to
collaborate with visitors in
real time
CRM
Live Help
How it Works
22
Website Visitor Live Agent
7 Web transaction data is
captured to calculate online
revenue lift
CRM
Live Help
How it Works
23
Website Visitor Live Agent
8 Contact center transactions
are imported to calculate
offline revenue lift
CRM
Live Help
How it Works
24
Quick Easy Measurable Revenue Lift
of times a live chat or
call button was shown
of call or chat attempts
of completed calls or
chats
of resulting transactions
Consumer Preferences Voice or Chat
26
Voice or ChatConsumers Use Both Voice amp Chat
27
Voice or ChatOlder Buyers Prefer Voice
28
Voice or ChatYounger Buyers Prefer Chat
29
Voice or ChatMajority Of Buying Power Is Evenly Split
Three Myths About Live Help ndashDEBUNKED
31
Myth 1
Offering Voice amp Chat is Unnecessary ndash One or the Other is Sufficient
32
Younger buyers (Gen Y) opt for Chat vs Voice yet the majority of buyers with purchasing power prefer Voice
Buyers early in purchase cycle may prefer Chat whereas those ready to buy often prefer Voice
Cultural language and typing issues will push some buyers towards Chat and others towards Voice
Reality
Both Voice and Chat are Required to Maximize Online Interactions
33
Myth 2
Voice Increases Costs Chat Reduces Costs
34
Live Voice is not a 1-800 number By targeting Voice help to high value or potentially abandoning customers the resulting sales lift delivers near immediate ROI
According to Gartner Chat can reduce service costs but only when agents handle 3+ chats at a time
For complex sales or service Voice can deliver higher ROI than Chat because agents can handle only 1-2 simultaneous Chats
Reality
Both Voice amp Chat Deliver ROI for the Right
Interactions
35
Myth 3
Voice Is Better for Sales Chat Is Better for Service
36
Reality
For simple low-cost sales (eg books) Chat often delivers higher ROI than Voice
For more complex or moderate-to-high-priced sales Voice often delivers higher ROI than Chat
Targeting Voice to high-value customers and Chat to lower-value customers can deliver the highest sales ROI
Common service questions are ideal for Chat agents can use ldquocannedrdquo responses to shorten and handle multiple chats
Complex service requirements are more profitably handled by Voice particularly when up-sell opportunities exist
Voice amp Chat Can Both Deliver ROI for
Sales and Service
37
ATG Click to Call amp Click to ChatCustomer Data
Innovative Companies Maximizing Interactions With Voice amp Chat
39
Retail Sales
40
Retail Sales
41
Retail Sales
42
Travel Sales
43
Travel Sales
44
Travel Sales
45
Banking (Sales)
46
Banking (Sales)
47
Banking (Sales)
48
Banking (Sales)
49
Banking (Sales)
50
Banking (Sales)
51
Banking (Service)
52
Banking (Service)
53
Banking (Service)
54
MotoSport
55
MotoSport
56
MotoSport
Live Help Case Study MotoSport
58
59
1 About MotoSport
2 Business challenges which were met with Click to chat and Click to Call
3 Benefitsresults of working with both
59
60
About MotoSport
60
bull MotoSport is one of the fastest growing online retailers of power sports apparel
motorcycle parts and accessories
bull Most company staff including Customer Contact Center are experienced riders ndash use
our products
61
Unique Business Challenges Met with Live Help
Multiple storefronts one web site some products common
Many technically complex products with different seasonality
ndash Correct matching of MakeModelYear to parts critical in improving customer confidence and reducing returns
ndash Live access to our experienced staff represent a competitive advantage
61
62
Experience from Using eStara Click to Chat and Click to Call
Enables MotoSport to leverage the expertise of its staff to improve
conversion and Average Order Value
Click to chat and click to call deployed on all product detail pages
Averaging over 500 click to chat and 120 click to call sessions per
week
Chat conversion 3 X average site conversion
Call conversion 4 X average site conversion
Future plans to expand Click to chat and Click to call to 24 hours and
multi-lingual
62
Best Practices amp Next Steps
64
Consider Risks of Standalone Chat
Chat is in the ldquolimelightrdquo because of its appeal to younger buyers and some of the ldquomythsrdquo discussed earlier
Chat alone will fail to capture all sales analysts estimate 10 incremental exposure by offering Voice amp Chat
Analyst data and ATG data shows that conversion rates for Chat double when escalated to Voice
Requiring Chatters to dial a 1-800 number will force them to ldquostart overrdquo with a new agent resulting in lost sales
65
Start With Voice Then Add Chat
Fast ROI with no capital investments (no software same agents same call center infrastructure)
Learn what Web pages and channels are driving the most demand for live help
Learn what triggers are driving the most usage and revenue lift
ndash Hovering on a page
ndash Cursor movement
ndash Transaction stage or value
ndash Error messages
ndash Null search results
Prepare for Chat investment while reaping value of Voice
66
What To Look For in a Live Help Provider
Proven scalable successful Voice amp Chat deployments
Strong targeting and measurement (conversion rate average sale price customer surveys)
Voice integration with existing call center ndash no software or equipment upgrades
Seamless escalation from Voice to Chat (same agent same context no starting over)
Self-service Web portal for live help button creation targeting amp reporting
Strong client services group with expertise to help you grow revenue with live help
QampA
Download the Live Help Whitepaper at
httpwwwatgcomlive-help
Or contact us at salesatgcom
Thank You
16
1 Visitor sees proactive
(targeted) or reactive
invitation for live help
Website Visitor Live Agent
Live Help
How It Works
17
2 Visitor accepts live help
invitation invoking service
and passing Web session
data
Website Visitor Live Agent
Live Help
How It Works
18
Website Visitor Live Agent
3 Visitor is connected with live
agent via text chat or phone
call
Live Help
How It Works
19
Website Visitor Live Agent
4 Web session data is passed
to the agentrsquos screen
Live Help
How it Works
20
Website Visitor Live Agent
5 Additional visitor information
can be matched and passed
from the companyrsquos CRM
system to personalize the
interaction
CRM
Live Help
How it Works
21
Website Visitor Live Agent
6 Page push and co-browse
capabilities allow agents to
collaborate with visitors in
real time
CRM
Live Help
How it Works
22
Website Visitor Live Agent
7 Web transaction data is
captured to calculate online
revenue lift
CRM
Live Help
How it Works
23
Website Visitor Live Agent
8 Contact center transactions
are imported to calculate
offline revenue lift
CRM
Live Help
How it Works
24
Quick Easy Measurable Revenue Lift
of times a live chat or
call button was shown
of call or chat attempts
of completed calls or
chats
of resulting transactions
Consumer Preferences Voice or Chat
26
Voice or ChatConsumers Use Both Voice amp Chat
27
Voice or ChatOlder Buyers Prefer Voice
28
Voice or ChatYounger Buyers Prefer Chat
29
Voice or ChatMajority Of Buying Power Is Evenly Split
Three Myths About Live Help ndashDEBUNKED
31
Myth 1
Offering Voice amp Chat is Unnecessary ndash One or the Other is Sufficient
32
Younger buyers (Gen Y) opt for Chat vs Voice yet the majority of buyers with purchasing power prefer Voice
Buyers early in purchase cycle may prefer Chat whereas those ready to buy often prefer Voice
Cultural language and typing issues will push some buyers towards Chat and others towards Voice
Reality
Both Voice and Chat are Required to Maximize Online Interactions
33
Myth 2
Voice Increases Costs Chat Reduces Costs
34
Live Voice is not a 1-800 number By targeting Voice help to high value or potentially abandoning customers the resulting sales lift delivers near immediate ROI
According to Gartner Chat can reduce service costs but only when agents handle 3+ chats at a time
For complex sales or service Voice can deliver higher ROI than Chat because agents can handle only 1-2 simultaneous Chats
Reality
Both Voice amp Chat Deliver ROI for the Right
Interactions
35
Myth 3
Voice Is Better for Sales Chat Is Better for Service
36
Reality
For simple low-cost sales (eg books) Chat often delivers higher ROI than Voice
For more complex or moderate-to-high-priced sales Voice often delivers higher ROI than Chat
Targeting Voice to high-value customers and Chat to lower-value customers can deliver the highest sales ROI
Common service questions are ideal for Chat agents can use ldquocannedrdquo responses to shorten and handle multiple chats
Complex service requirements are more profitably handled by Voice particularly when up-sell opportunities exist
Voice amp Chat Can Both Deliver ROI for
Sales and Service
37
ATG Click to Call amp Click to ChatCustomer Data
Innovative Companies Maximizing Interactions With Voice amp Chat
39
Retail Sales
40
Retail Sales
41
Retail Sales
42
Travel Sales
43
Travel Sales
44
Travel Sales
45
Banking (Sales)
46
Banking (Sales)
47
Banking (Sales)
48
Banking (Sales)
49
Banking (Sales)
50
Banking (Sales)
51
Banking (Service)
52
Banking (Service)
53
Banking (Service)
54
MotoSport
55
MotoSport
56
MotoSport
Live Help Case Study MotoSport
58
59
1 About MotoSport
2 Business challenges which were met with Click to chat and Click to Call
3 Benefitsresults of working with both
59
60
About MotoSport
60
bull MotoSport is one of the fastest growing online retailers of power sports apparel
motorcycle parts and accessories
bull Most company staff including Customer Contact Center are experienced riders ndash use
our products
61
Unique Business Challenges Met with Live Help
Multiple storefronts one web site some products common
Many technically complex products with different seasonality
ndash Correct matching of MakeModelYear to parts critical in improving customer confidence and reducing returns
ndash Live access to our experienced staff represent a competitive advantage
61
62
Experience from Using eStara Click to Chat and Click to Call
Enables MotoSport to leverage the expertise of its staff to improve
conversion and Average Order Value
Click to chat and click to call deployed on all product detail pages
Averaging over 500 click to chat and 120 click to call sessions per
week
Chat conversion 3 X average site conversion
Call conversion 4 X average site conversion
Future plans to expand Click to chat and Click to call to 24 hours and
multi-lingual
62
Best Practices amp Next Steps
64
Consider Risks of Standalone Chat
Chat is in the ldquolimelightrdquo because of its appeal to younger buyers and some of the ldquomythsrdquo discussed earlier
Chat alone will fail to capture all sales analysts estimate 10 incremental exposure by offering Voice amp Chat
Analyst data and ATG data shows that conversion rates for Chat double when escalated to Voice
Requiring Chatters to dial a 1-800 number will force them to ldquostart overrdquo with a new agent resulting in lost sales
65
Start With Voice Then Add Chat
Fast ROI with no capital investments (no software same agents same call center infrastructure)
Learn what Web pages and channels are driving the most demand for live help
Learn what triggers are driving the most usage and revenue lift
ndash Hovering on a page
ndash Cursor movement
ndash Transaction stage or value
ndash Error messages
ndash Null search results
Prepare for Chat investment while reaping value of Voice
66
What To Look For in a Live Help Provider
Proven scalable successful Voice amp Chat deployments
Strong targeting and measurement (conversion rate average sale price customer surveys)
Voice integration with existing call center ndash no software or equipment upgrades
Seamless escalation from Voice to Chat (same agent same context no starting over)
Self-service Web portal for live help button creation targeting amp reporting
Strong client services group with expertise to help you grow revenue with live help
QampA
Download the Live Help Whitepaper at
httpwwwatgcomlive-help
Or contact us at salesatgcom
Thank You
17
2 Visitor accepts live help
invitation invoking service
and passing Web session
data
Website Visitor Live Agent
Live Help
How It Works
18
Website Visitor Live Agent
3 Visitor is connected with live
agent via text chat or phone
call
Live Help
How It Works
19
Website Visitor Live Agent
4 Web session data is passed
to the agentrsquos screen
Live Help
How it Works
20
Website Visitor Live Agent
5 Additional visitor information
can be matched and passed
from the companyrsquos CRM
system to personalize the
interaction
CRM
Live Help
How it Works
21
Website Visitor Live Agent
6 Page push and co-browse
capabilities allow agents to
collaborate with visitors in
real time
CRM
Live Help
How it Works
22
Website Visitor Live Agent
7 Web transaction data is
captured to calculate online
revenue lift
CRM
Live Help
How it Works
23
Website Visitor Live Agent
8 Contact center transactions
are imported to calculate
offline revenue lift
CRM
Live Help
How it Works
24
Quick Easy Measurable Revenue Lift
of times a live chat or
call button was shown
of call or chat attempts
of completed calls or
chats
of resulting transactions
Consumer Preferences Voice or Chat
26
Voice or ChatConsumers Use Both Voice amp Chat
27
Voice or ChatOlder Buyers Prefer Voice
28
Voice or ChatYounger Buyers Prefer Chat
29
Voice or ChatMajority Of Buying Power Is Evenly Split
Three Myths About Live Help ndashDEBUNKED
31
Myth 1
Offering Voice amp Chat is Unnecessary ndash One or the Other is Sufficient
32
Younger buyers (Gen Y) opt for Chat vs Voice yet the majority of buyers with purchasing power prefer Voice
Buyers early in purchase cycle may prefer Chat whereas those ready to buy often prefer Voice
Cultural language and typing issues will push some buyers towards Chat and others towards Voice
Reality
Both Voice and Chat are Required to Maximize Online Interactions
33
Myth 2
Voice Increases Costs Chat Reduces Costs
34
Live Voice is not a 1-800 number By targeting Voice help to high value or potentially abandoning customers the resulting sales lift delivers near immediate ROI
According to Gartner Chat can reduce service costs but only when agents handle 3+ chats at a time
For complex sales or service Voice can deliver higher ROI than Chat because agents can handle only 1-2 simultaneous Chats
Reality
Both Voice amp Chat Deliver ROI for the Right
Interactions
35
Myth 3
Voice Is Better for Sales Chat Is Better for Service
36
Reality
For simple low-cost sales (eg books) Chat often delivers higher ROI than Voice
For more complex or moderate-to-high-priced sales Voice often delivers higher ROI than Chat
Targeting Voice to high-value customers and Chat to lower-value customers can deliver the highest sales ROI
Common service questions are ideal for Chat agents can use ldquocannedrdquo responses to shorten and handle multiple chats
Complex service requirements are more profitably handled by Voice particularly when up-sell opportunities exist
Voice amp Chat Can Both Deliver ROI for
Sales and Service
37
ATG Click to Call amp Click to ChatCustomer Data
Innovative Companies Maximizing Interactions With Voice amp Chat
39
Retail Sales
40
Retail Sales
41
Retail Sales
42
Travel Sales
43
Travel Sales
44
Travel Sales
45
Banking (Sales)
46
Banking (Sales)
47
Banking (Sales)
48
Banking (Sales)
49
Banking (Sales)
50
Banking (Sales)
51
Banking (Service)
52
Banking (Service)
53
Banking (Service)
54
MotoSport
55
MotoSport
56
MotoSport
Live Help Case Study MotoSport
58
59
1 About MotoSport
2 Business challenges which were met with Click to chat and Click to Call
3 Benefitsresults of working with both
59
60
About MotoSport
60
bull MotoSport is one of the fastest growing online retailers of power sports apparel
motorcycle parts and accessories
bull Most company staff including Customer Contact Center are experienced riders ndash use
our products
61
Unique Business Challenges Met with Live Help
Multiple storefronts one web site some products common
Many technically complex products with different seasonality
ndash Correct matching of MakeModelYear to parts critical in improving customer confidence and reducing returns
ndash Live access to our experienced staff represent a competitive advantage
61
62
Experience from Using eStara Click to Chat and Click to Call
Enables MotoSport to leverage the expertise of its staff to improve
conversion and Average Order Value
Click to chat and click to call deployed on all product detail pages
Averaging over 500 click to chat and 120 click to call sessions per
week
Chat conversion 3 X average site conversion
Call conversion 4 X average site conversion
Future plans to expand Click to chat and Click to call to 24 hours and
multi-lingual
62
Best Practices amp Next Steps
64
Consider Risks of Standalone Chat
Chat is in the ldquolimelightrdquo because of its appeal to younger buyers and some of the ldquomythsrdquo discussed earlier
Chat alone will fail to capture all sales analysts estimate 10 incremental exposure by offering Voice amp Chat
Analyst data and ATG data shows that conversion rates for Chat double when escalated to Voice
Requiring Chatters to dial a 1-800 number will force them to ldquostart overrdquo with a new agent resulting in lost sales
65
Start With Voice Then Add Chat
Fast ROI with no capital investments (no software same agents same call center infrastructure)
Learn what Web pages and channels are driving the most demand for live help
Learn what triggers are driving the most usage and revenue lift
ndash Hovering on a page
ndash Cursor movement
ndash Transaction stage or value
ndash Error messages
ndash Null search results
Prepare for Chat investment while reaping value of Voice
66
What To Look For in a Live Help Provider
Proven scalable successful Voice amp Chat deployments
Strong targeting and measurement (conversion rate average sale price customer surveys)
Voice integration with existing call center ndash no software or equipment upgrades
Seamless escalation from Voice to Chat (same agent same context no starting over)
Self-service Web portal for live help button creation targeting amp reporting
Strong client services group with expertise to help you grow revenue with live help
QampA
Download the Live Help Whitepaper at
httpwwwatgcomlive-help
Or contact us at salesatgcom
Thank You
18
Website Visitor Live Agent
3 Visitor is connected with live
agent via text chat or phone
call
Live Help
How It Works
19
Website Visitor Live Agent
4 Web session data is passed
to the agentrsquos screen
Live Help
How it Works
20
Website Visitor Live Agent
5 Additional visitor information
can be matched and passed
from the companyrsquos CRM
system to personalize the
interaction
CRM
Live Help
How it Works
21
Website Visitor Live Agent
6 Page push and co-browse
capabilities allow agents to
collaborate with visitors in
real time
CRM
Live Help
How it Works
22
Website Visitor Live Agent
7 Web transaction data is
captured to calculate online
revenue lift
CRM
Live Help
How it Works
23
Website Visitor Live Agent
8 Contact center transactions
are imported to calculate
offline revenue lift
CRM
Live Help
How it Works
24
Quick Easy Measurable Revenue Lift
of times a live chat or
call button was shown
of call or chat attempts
of completed calls or
chats
of resulting transactions
Consumer Preferences Voice or Chat
26
Voice or ChatConsumers Use Both Voice amp Chat
27
Voice or ChatOlder Buyers Prefer Voice
28
Voice or ChatYounger Buyers Prefer Chat
29
Voice or ChatMajority Of Buying Power Is Evenly Split
Three Myths About Live Help ndashDEBUNKED
31
Myth 1
Offering Voice amp Chat is Unnecessary ndash One or the Other is Sufficient
32
Younger buyers (Gen Y) opt for Chat vs Voice yet the majority of buyers with purchasing power prefer Voice
Buyers early in purchase cycle may prefer Chat whereas those ready to buy often prefer Voice
Cultural language and typing issues will push some buyers towards Chat and others towards Voice
Reality
Both Voice and Chat are Required to Maximize Online Interactions
33
Myth 2
Voice Increases Costs Chat Reduces Costs
34
Live Voice is not a 1-800 number By targeting Voice help to high value or potentially abandoning customers the resulting sales lift delivers near immediate ROI
According to Gartner Chat can reduce service costs but only when agents handle 3+ chats at a time
For complex sales or service Voice can deliver higher ROI than Chat because agents can handle only 1-2 simultaneous Chats
Reality
Both Voice amp Chat Deliver ROI for the Right
Interactions
35
Myth 3
Voice Is Better for Sales Chat Is Better for Service
36
Reality
For simple low-cost sales (eg books) Chat often delivers higher ROI than Voice
For more complex or moderate-to-high-priced sales Voice often delivers higher ROI than Chat
Targeting Voice to high-value customers and Chat to lower-value customers can deliver the highest sales ROI
Common service questions are ideal for Chat agents can use ldquocannedrdquo responses to shorten and handle multiple chats
Complex service requirements are more profitably handled by Voice particularly when up-sell opportunities exist
Voice amp Chat Can Both Deliver ROI for
Sales and Service
37
ATG Click to Call amp Click to ChatCustomer Data
Innovative Companies Maximizing Interactions With Voice amp Chat
39
Retail Sales
40
Retail Sales
41
Retail Sales
42
Travel Sales
43
Travel Sales
44
Travel Sales
45
Banking (Sales)
46
Banking (Sales)
47
Banking (Sales)
48
Banking (Sales)
49
Banking (Sales)
50
Banking (Sales)
51
Banking (Service)
52
Banking (Service)
53
Banking (Service)
54
MotoSport
55
MotoSport
56
MotoSport
Live Help Case Study MotoSport
58
59
1 About MotoSport
2 Business challenges which were met with Click to chat and Click to Call
3 Benefitsresults of working with both
59
60
About MotoSport
60
bull MotoSport is one of the fastest growing online retailers of power sports apparel
motorcycle parts and accessories
bull Most company staff including Customer Contact Center are experienced riders ndash use
our products
61
Unique Business Challenges Met with Live Help
Multiple storefronts one web site some products common
Many technically complex products with different seasonality
ndash Correct matching of MakeModelYear to parts critical in improving customer confidence and reducing returns
ndash Live access to our experienced staff represent a competitive advantage
61
62
Experience from Using eStara Click to Chat and Click to Call
Enables MotoSport to leverage the expertise of its staff to improve
conversion and Average Order Value
Click to chat and click to call deployed on all product detail pages
Averaging over 500 click to chat and 120 click to call sessions per
week
Chat conversion 3 X average site conversion
Call conversion 4 X average site conversion
Future plans to expand Click to chat and Click to call to 24 hours and
multi-lingual
62
Best Practices amp Next Steps
64
Consider Risks of Standalone Chat
Chat is in the ldquolimelightrdquo because of its appeal to younger buyers and some of the ldquomythsrdquo discussed earlier
Chat alone will fail to capture all sales analysts estimate 10 incremental exposure by offering Voice amp Chat
Analyst data and ATG data shows that conversion rates for Chat double when escalated to Voice
Requiring Chatters to dial a 1-800 number will force them to ldquostart overrdquo with a new agent resulting in lost sales
65
Start With Voice Then Add Chat
Fast ROI with no capital investments (no software same agents same call center infrastructure)
Learn what Web pages and channels are driving the most demand for live help
Learn what triggers are driving the most usage and revenue lift
ndash Hovering on a page
ndash Cursor movement
ndash Transaction stage or value
ndash Error messages
ndash Null search results
Prepare for Chat investment while reaping value of Voice
66
What To Look For in a Live Help Provider
Proven scalable successful Voice amp Chat deployments
Strong targeting and measurement (conversion rate average sale price customer surveys)
Voice integration with existing call center ndash no software or equipment upgrades
Seamless escalation from Voice to Chat (same agent same context no starting over)
Self-service Web portal for live help button creation targeting amp reporting
Strong client services group with expertise to help you grow revenue with live help
QampA
Download the Live Help Whitepaper at
httpwwwatgcomlive-help
Or contact us at salesatgcom
Thank You
19
Website Visitor Live Agent
4 Web session data is passed
to the agentrsquos screen
Live Help
How it Works
20
Website Visitor Live Agent
5 Additional visitor information
can be matched and passed
from the companyrsquos CRM
system to personalize the
interaction
CRM
Live Help
How it Works
21
Website Visitor Live Agent
6 Page push and co-browse
capabilities allow agents to
collaborate with visitors in
real time
CRM
Live Help
How it Works
22
Website Visitor Live Agent
7 Web transaction data is
captured to calculate online
revenue lift
CRM
Live Help
How it Works
23
Website Visitor Live Agent
8 Contact center transactions
are imported to calculate
offline revenue lift
CRM
Live Help
How it Works
24
Quick Easy Measurable Revenue Lift
of times a live chat or
call button was shown
of call or chat attempts
of completed calls or
chats
of resulting transactions
Consumer Preferences Voice or Chat
26
Voice or ChatConsumers Use Both Voice amp Chat
27
Voice or ChatOlder Buyers Prefer Voice
28
Voice or ChatYounger Buyers Prefer Chat
29
Voice or ChatMajority Of Buying Power Is Evenly Split
Three Myths About Live Help ndashDEBUNKED
31
Myth 1
Offering Voice amp Chat is Unnecessary ndash One or the Other is Sufficient
32
Younger buyers (Gen Y) opt for Chat vs Voice yet the majority of buyers with purchasing power prefer Voice
Buyers early in purchase cycle may prefer Chat whereas those ready to buy often prefer Voice
Cultural language and typing issues will push some buyers towards Chat and others towards Voice
Reality
Both Voice and Chat are Required to Maximize Online Interactions
33
Myth 2
Voice Increases Costs Chat Reduces Costs
34
Live Voice is not a 1-800 number By targeting Voice help to high value or potentially abandoning customers the resulting sales lift delivers near immediate ROI
According to Gartner Chat can reduce service costs but only when agents handle 3+ chats at a time
For complex sales or service Voice can deliver higher ROI than Chat because agents can handle only 1-2 simultaneous Chats
Reality
Both Voice amp Chat Deliver ROI for the Right
Interactions
35
Myth 3
Voice Is Better for Sales Chat Is Better for Service
36
Reality
For simple low-cost sales (eg books) Chat often delivers higher ROI than Voice
For more complex or moderate-to-high-priced sales Voice often delivers higher ROI than Chat
Targeting Voice to high-value customers and Chat to lower-value customers can deliver the highest sales ROI
Common service questions are ideal for Chat agents can use ldquocannedrdquo responses to shorten and handle multiple chats
Complex service requirements are more profitably handled by Voice particularly when up-sell opportunities exist
Voice amp Chat Can Both Deliver ROI for
Sales and Service
37
ATG Click to Call amp Click to ChatCustomer Data
Innovative Companies Maximizing Interactions With Voice amp Chat
39
Retail Sales
40
Retail Sales
41
Retail Sales
42
Travel Sales
43
Travel Sales
44
Travel Sales
45
Banking (Sales)
46
Banking (Sales)
47
Banking (Sales)
48
Banking (Sales)
49
Banking (Sales)
50
Banking (Sales)
51
Banking (Service)
52
Banking (Service)
53
Banking (Service)
54
MotoSport
55
MotoSport
56
MotoSport
Live Help Case Study MotoSport
58
59
1 About MotoSport
2 Business challenges which were met with Click to chat and Click to Call
3 Benefitsresults of working with both
59
60
About MotoSport
60
bull MotoSport is one of the fastest growing online retailers of power sports apparel
motorcycle parts and accessories
bull Most company staff including Customer Contact Center are experienced riders ndash use
our products
61
Unique Business Challenges Met with Live Help
Multiple storefronts one web site some products common
Many technically complex products with different seasonality
ndash Correct matching of MakeModelYear to parts critical in improving customer confidence and reducing returns
ndash Live access to our experienced staff represent a competitive advantage
61
62
Experience from Using eStara Click to Chat and Click to Call
Enables MotoSport to leverage the expertise of its staff to improve
conversion and Average Order Value
Click to chat and click to call deployed on all product detail pages
Averaging over 500 click to chat and 120 click to call sessions per
week
Chat conversion 3 X average site conversion
Call conversion 4 X average site conversion
Future plans to expand Click to chat and Click to call to 24 hours and
multi-lingual
62
Best Practices amp Next Steps
64
Consider Risks of Standalone Chat
Chat is in the ldquolimelightrdquo because of its appeal to younger buyers and some of the ldquomythsrdquo discussed earlier
Chat alone will fail to capture all sales analysts estimate 10 incremental exposure by offering Voice amp Chat
Analyst data and ATG data shows that conversion rates for Chat double when escalated to Voice
Requiring Chatters to dial a 1-800 number will force them to ldquostart overrdquo with a new agent resulting in lost sales
65
Start With Voice Then Add Chat
Fast ROI with no capital investments (no software same agents same call center infrastructure)
Learn what Web pages and channels are driving the most demand for live help
Learn what triggers are driving the most usage and revenue lift
ndash Hovering on a page
ndash Cursor movement
ndash Transaction stage or value
ndash Error messages
ndash Null search results
Prepare for Chat investment while reaping value of Voice
66
What To Look For in a Live Help Provider
Proven scalable successful Voice amp Chat deployments
Strong targeting and measurement (conversion rate average sale price customer surveys)
Voice integration with existing call center ndash no software or equipment upgrades
Seamless escalation from Voice to Chat (same agent same context no starting over)
Self-service Web portal for live help button creation targeting amp reporting
Strong client services group with expertise to help you grow revenue with live help
QampA
Download the Live Help Whitepaper at
httpwwwatgcomlive-help
Or contact us at salesatgcom
Thank You
20
Website Visitor Live Agent
5 Additional visitor information
can be matched and passed
from the companyrsquos CRM
system to personalize the
interaction
CRM
Live Help
How it Works
21
Website Visitor Live Agent
6 Page push and co-browse
capabilities allow agents to
collaborate with visitors in
real time
CRM
Live Help
How it Works
22
Website Visitor Live Agent
7 Web transaction data is
captured to calculate online
revenue lift
CRM
Live Help
How it Works
23
Website Visitor Live Agent
8 Contact center transactions
are imported to calculate
offline revenue lift
CRM
Live Help
How it Works
24
Quick Easy Measurable Revenue Lift
of times a live chat or
call button was shown
of call or chat attempts
of completed calls or
chats
of resulting transactions
Consumer Preferences Voice or Chat
26
Voice or ChatConsumers Use Both Voice amp Chat
27
Voice or ChatOlder Buyers Prefer Voice
28
Voice or ChatYounger Buyers Prefer Chat
29
Voice or ChatMajority Of Buying Power Is Evenly Split
Three Myths About Live Help ndashDEBUNKED
31
Myth 1
Offering Voice amp Chat is Unnecessary ndash One or the Other is Sufficient
32
Younger buyers (Gen Y) opt for Chat vs Voice yet the majority of buyers with purchasing power prefer Voice
Buyers early in purchase cycle may prefer Chat whereas those ready to buy often prefer Voice
Cultural language and typing issues will push some buyers towards Chat and others towards Voice
Reality
Both Voice and Chat are Required to Maximize Online Interactions
33
Myth 2
Voice Increases Costs Chat Reduces Costs
34
Live Voice is not a 1-800 number By targeting Voice help to high value or potentially abandoning customers the resulting sales lift delivers near immediate ROI
According to Gartner Chat can reduce service costs but only when agents handle 3+ chats at a time
For complex sales or service Voice can deliver higher ROI than Chat because agents can handle only 1-2 simultaneous Chats
Reality
Both Voice amp Chat Deliver ROI for the Right
Interactions
35
Myth 3
Voice Is Better for Sales Chat Is Better for Service
36
Reality
For simple low-cost sales (eg books) Chat often delivers higher ROI than Voice
For more complex or moderate-to-high-priced sales Voice often delivers higher ROI than Chat
Targeting Voice to high-value customers and Chat to lower-value customers can deliver the highest sales ROI
Common service questions are ideal for Chat agents can use ldquocannedrdquo responses to shorten and handle multiple chats
Complex service requirements are more profitably handled by Voice particularly when up-sell opportunities exist
Voice amp Chat Can Both Deliver ROI for
Sales and Service
37
ATG Click to Call amp Click to ChatCustomer Data
Innovative Companies Maximizing Interactions With Voice amp Chat
39
Retail Sales
40
Retail Sales
41
Retail Sales
42
Travel Sales
43
Travel Sales
44
Travel Sales
45
Banking (Sales)
46
Banking (Sales)
47
Banking (Sales)
48
Banking (Sales)
49
Banking (Sales)
50
Banking (Sales)
51
Banking (Service)
52
Banking (Service)
53
Banking (Service)
54
MotoSport
55
MotoSport
56
MotoSport
Live Help Case Study MotoSport
58
59
1 About MotoSport
2 Business challenges which were met with Click to chat and Click to Call
3 Benefitsresults of working with both
59
60
About MotoSport
60
bull MotoSport is one of the fastest growing online retailers of power sports apparel
motorcycle parts and accessories
bull Most company staff including Customer Contact Center are experienced riders ndash use
our products
61
Unique Business Challenges Met with Live Help
Multiple storefronts one web site some products common
Many technically complex products with different seasonality
ndash Correct matching of MakeModelYear to parts critical in improving customer confidence and reducing returns
ndash Live access to our experienced staff represent a competitive advantage
61
62
Experience from Using eStara Click to Chat and Click to Call
Enables MotoSport to leverage the expertise of its staff to improve
conversion and Average Order Value
Click to chat and click to call deployed on all product detail pages
Averaging over 500 click to chat and 120 click to call sessions per
week
Chat conversion 3 X average site conversion
Call conversion 4 X average site conversion
Future plans to expand Click to chat and Click to call to 24 hours and
multi-lingual
62
Best Practices amp Next Steps
64
Consider Risks of Standalone Chat
Chat is in the ldquolimelightrdquo because of its appeal to younger buyers and some of the ldquomythsrdquo discussed earlier
Chat alone will fail to capture all sales analysts estimate 10 incremental exposure by offering Voice amp Chat
Analyst data and ATG data shows that conversion rates for Chat double when escalated to Voice
Requiring Chatters to dial a 1-800 number will force them to ldquostart overrdquo with a new agent resulting in lost sales
65
Start With Voice Then Add Chat
Fast ROI with no capital investments (no software same agents same call center infrastructure)
Learn what Web pages and channels are driving the most demand for live help
Learn what triggers are driving the most usage and revenue lift
ndash Hovering on a page
ndash Cursor movement
ndash Transaction stage or value
ndash Error messages
ndash Null search results
Prepare for Chat investment while reaping value of Voice
66
What To Look For in a Live Help Provider
Proven scalable successful Voice amp Chat deployments
Strong targeting and measurement (conversion rate average sale price customer surveys)
Voice integration with existing call center ndash no software or equipment upgrades
Seamless escalation from Voice to Chat (same agent same context no starting over)
Self-service Web portal for live help button creation targeting amp reporting
Strong client services group with expertise to help you grow revenue with live help
QampA
Download the Live Help Whitepaper at
httpwwwatgcomlive-help
Or contact us at salesatgcom
Thank You
21
Website Visitor Live Agent
6 Page push and co-browse
capabilities allow agents to
collaborate with visitors in
real time
CRM
Live Help
How it Works
22
Website Visitor Live Agent
7 Web transaction data is
captured to calculate online
revenue lift
CRM
Live Help
How it Works
23
Website Visitor Live Agent
8 Contact center transactions
are imported to calculate
offline revenue lift
CRM
Live Help
How it Works
24
Quick Easy Measurable Revenue Lift
of times a live chat or
call button was shown
of call or chat attempts
of completed calls or
chats
of resulting transactions
Consumer Preferences Voice or Chat
26
Voice or ChatConsumers Use Both Voice amp Chat
27
Voice or ChatOlder Buyers Prefer Voice
28
Voice or ChatYounger Buyers Prefer Chat
29
Voice or ChatMajority Of Buying Power Is Evenly Split
Three Myths About Live Help ndashDEBUNKED
31
Myth 1
Offering Voice amp Chat is Unnecessary ndash One or the Other is Sufficient
32
Younger buyers (Gen Y) opt for Chat vs Voice yet the majority of buyers with purchasing power prefer Voice
Buyers early in purchase cycle may prefer Chat whereas those ready to buy often prefer Voice
Cultural language and typing issues will push some buyers towards Chat and others towards Voice
Reality
Both Voice and Chat are Required to Maximize Online Interactions
33
Myth 2
Voice Increases Costs Chat Reduces Costs
34
Live Voice is not a 1-800 number By targeting Voice help to high value or potentially abandoning customers the resulting sales lift delivers near immediate ROI
According to Gartner Chat can reduce service costs but only when agents handle 3+ chats at a time
For complex sales or service Voice can deliver higher ROI than Chat because agents can handle only 1-2 simultaneous Chats
Reality
Both Voice amp Chat Deliver ROI for the Right
Interactions
35
Myth 3
Voice Is Better for Sales Chat Is Better for Service
36
Reality
For simple low-cost sales (eg books) Chat often delivers higher ROI than Voice
For more complex or moderate-to-high-priced sales Voice often delivers higher ROI than Chat
Targeting Voice to high-value customers and Chat to lower-value customers can deliver the highest sales ROI
Common service questions are ideal for Chat agents can use ldquocannedrdquo responses to shorten and handle multiple chats
Complex service requirements are more profitably handled by Voice particularly when up-sell opportunities exist
Voice amp Chat Can Both Deliver ROI for
Sales and Service
37
ATG Click to Call amp Click to ChatCustomer Data
Innovative Companies Maximizing Interactions With Voice amp Chat
39
Retail Sales
40
Retail Sales
41
Retail Sales
42
Travel Sales
43
Travel Sales
44
Travel Sales
45
Banking (Sales)
46
Banking (Sales)
47
Banking (Sales)
48
Banking (Sales)
49
Banking (Sales)
50
Banking (Sales)
51
Banking (Service)
52
Banking (Service)
53
Banking (Service)
54
MotoSport
55
MotoSport
56
MotoSport
Live Help Case Study MotoSport
58
59
1 About MotoSport
2 Business challenges which were met with Click to chat and Click to Call
3 Benefitsresults of working with both
59
60
About MotoSport
60
bull MotoSport is one of the fastest growing online retailers of power sports apparel
motorcycle parts and accessories
bull Most company staff including Customer Contact Center are experienced riders ndash use
our products
61
Unique Business Challenges Met with Live Help
Multiple storefronts one web site some products common
Many technically complex products with different seasonality
ndash Correct matching of MakeModelYear to parts critical in improving customer confidence and reducing returns
ndash Live access to our experienced staff represent a competitive advantage
61
62
Experience from Using eStara Click to Chat and Click to Call
Enables MotoSport to leverage the expertise of its staff to improve
conversion and Average Order Value
Click to chat and click to call deployed on all product detail pages
Averaging over 500 click to chat and 120 click to call sessions per
week
Chat conversion 3 X average site conversion
Call conversion 4 X average site conversion
Future plans to expand Click to chat and Click to call to 24 hours and
multi-lingual
62
Best Practices amp Next Steps
64
Consider Risks of Standalone Chat
Chat is in the ldquolimelightrdquo because of its appeal to younger buyers and some of the ldquomythsrdquo discussed earlier
Chat alone will fail to capture all sales analysts estimate 10 incremental exposure by offering Voice amp Chat
Analyst data and ATG data shows that conversion rates for Chat double when escalated to Voice
Requiring Chatters to dial a 1-800 number will force them to ldquostart overrdquo with a new agent resulting in lost sales
65
Start With Voice Then Add Chat
Fast ROI with no capital investments (no software same agents same call center infrastructure)
Learn what Web pages and channels are driving the most demand for live help
Learn what triggers are driving the most usage and revenue lift
ndash Hovering on a page
ndash Cursor movement
ndash Transaction stage or value
ndash Error messages
ndash Null search results
Prepare for Chat investment while reaping value of Voice
66
What To Look For in a Live Help Provider
Proven scalable successful Voice amp Chat deployments
Strong targeting and measurement (conversion rate average sale price customer surveys)
Voice integration with existing call center ndash no software or equipment upgrades
Seamless escalation from Voice to Chat (same agent same context no starting over)
Self-service Web portal for live help button creation targeting amp reporting
Strong client services group with expertise to help you grow revenue with live help
QampA
Download the Live Help Whitepaper at
httpwwwatgcomlive-help
Or contact us at salesatgcom
Thank You
22
Website Visitor Live Agent
7 Web transaction data is
captured to calculate online
revenue lift
CRM
Live Help
How it Works
23
Website Visitor Live Agent
8 Contact center transactions
are imported to calculate
offline revenue lift
CRM
Live Help
How it Works
24
Quick Easy Measurable Revenue Lift
of times a live chat or
call button was shown
of call or chat attempts
of completed calls or
chats
of resulting transactions
Consumer Preferences Voice or Chat
26
Voice or ChatConsumers Use Both Voice amp Chat
27
Voice or ChatOlder Buyers Prefer Voice
28
Voice or ChatYounger Buyers Prefer Chat
29
Voice or ChatMajority Of Buying Power Is Evenly Split
Three Myths About Live Help ndashDEBUNKED
31
Myth 1
Offering Voice amp Chat is Unnecessary ndash One or the Other is Sufficient
32
Younger buyers (Gen Y) opt for Chat vs Voice yet the majority of buyers with purchasing power prefer Voice
Buyers early in purchase cycle may prefer Chat whereas those ready to buy often prefer Voice
Cultural language and typing issues will push some buyers towards Chat and others towards Voice
Reality
Both Voice and Chat are Required to Maximize Online Interactions
33
Myth 2
Voice Increases Costs Chat Reduces Costs
34
Live Voice is not a 1-800 number By targeting Voice help to high value or potentially abandoning customers the resulting sales lift delivers near immediate ROI
According to Gartner Chat can reduce service costs but only when agents handle 3+ chats at a time
For complex sales or service Voice can deliver higher ROI than Chat because agents can handle only 1-2 simultaneous Chats
Reality
Both Voice amp Chat Deliver ROI for the Right
Interactions
35
Myth 3
Voice Is Better for Sales Chat Is Better for Service
36
Reality
For simple low-cost sales (eg books) Chat often delivers higher ROI than Voice
For more complex or moderate-to-high-priced sales Voice often delivers higher ROI than Chat
Targeting Voice to high-value customers and Chat to lower-value customers can deliver the highest sales ROI
Common service questions are ideal for Chat agents can use ldquocannedrdquo responses to shorten and handle multiple chats
Complex service requirements are more profitably handled by Voice particularly when up-sell opportunities exist
Voice amp Chat Can Both Deliver ROI for
Sales and Service
37
ATG Click to Call amp Click to ChatCustomer Data
Innovative Companies Maximizing Interactions With Voice amp Chat
39
Retail Sales
40
Retail Sales
41
Retail Sales
42
Travel Sales
43
Travel Sales
44
Travel Sales
45
Banking (Sales)
46
Banking (Sales)
47
Banking (Sales)
48
Banking (Sales)
49
Banking (Sales)
50
Banking (Sales)
51
Banking (Service)
52
Banking (Service)
53
Banking (Service)
54
MotoSport
55
MotoSport
56
MotoSport
Live Help Case Study MotoSport
58
59
1 About MotoSport
2 Business challenges which were met with Click to chat and Click to Call
3 Benefitsresults of working with both
59
60
About MotoSport
60
bull MotoSport is one of the fastest growing online retailers of power sports apparel
motorcycle parts and accessories
bull Most company staff including Customer Contact Center are experienced riders ndash use
our products
61
Unique Business Challenges Met with Live Help
Multiple storefronts one web site some products common
Many technically complex products with different seasonality
ndash Correct matching of MakeModelYear to parts critical in improving customer confidence and reducing returns
ndash Live access to our experienced staff represent a competitive advantage
61
62
Experience from Using eStara Click to Chat and Click to Call
Enables MotoSport to leverage the expertise of its staff to improve
conversion and Average Order Value
Click to chat and click to call deployed on all product detail pages
Averaging over 500 click to chat and 120 click to call sessions per
week
Chat conversion 3 X average site conversion
Call conversion 4 X average site conversion
Future plans to expand Click to chat and Click to call to 24 hours and
multi-lingual
62
Best Practices amp Next Steps
64
Consider Risks of Standalone Chat
Chat is in the ldquolimelightrdquo because of its appeal to younger buyers and some of the ldquomythsrdquo discussed earlier
Chat alone will fail to capture all sales analysts estimate 10 incremental exposure by offering Voice amp Chat
Analyst data and ATG data shows that conversion rates for Chat double when escalated to Voice
Requiring Chatters to dial a 1-800 number will force them to ldquostart overrdquo with a new agent resulting in lost sales
65
Start With Voice Then Add Chat
Fast ROI with no capital investments (no software same agents same call center infrastructure)
Learn what Web pages and channels are driving the most demand for live help
Learn what triggers are driving the most usage and revenue lift
ndash Hovering on a page
ndash Cursor movement
ndash Transaction stage or value
ndash Error messages
ndash Null search results
Prepare for Chat investment while reaping value of Voice
66
What To Look For in a Live Help Provider
Proven scalable successful Voice amp Chat deployments
Strong targeting and measurement (conversion rate average sale price customer surveys)
Voice integration with existing call center ndash no software or equipment upgrades
Seamless escalation from Voice to Chat (same agent same context no starting over)
Self-service Web portal for live help button creation targeting amp reporting
Strong client services group with expertise to help you grow revenue with live help
QampA
Download the Live Help Whitepaper at
httpwwwatgcomlive-help
Or contact us at salesatgcom
Thank You
23
Website Visitor Live Agent
8 Contact center transactions
are imported to calculate
offline revenue lift
CRM
Live Help
How it Works
24
Quick Easy Measurable Revenue Lift
of times a live chat or
call button was shown
of call or chat attempts
of completed calls or
chats
of resulting transactions
Consumer Preferences Voice or Chat
26
Voice or ChatConsumers Use Both Voice amp Chat
27
Voice or ChatOlder Buyers Prefer Voice
28
Voice or ChatYounger Buyers Prefer Chat
29
Voice or ChatMajority Of Buying Power Is Evenly Split
Three Myths About Live Help ndashDEBUNKED
31
Myth 1
Offering Voice amp Chat is Unnecessary ndash One or the Other is Sufficient
32
Younger buyers (Gen Y) opt for Chat vs Voice yet the majority of buyers with purchasing power prefer Voice
Buyers early in purchase cycle may prefer Chat whereas those ready to buy often prefer Voice
Cultural language and typing issues will push some buyers towards Chat and others towards Voice
Reality
Both Voice and Chat are Required to Maximize Online Interactions
33
Myth 2
Voice Increases Costs Chat Reduces Costs
34
Live Voice is not a 1-800 number By targeting Voice help to high value or potentially abandoning customers the resulting sales lift delivers near immediate ROI
According to Gartner Chat can reduce service costs but only when agents handle 3+ chats at a time
For complex sales or service Voice can deliver higher ROI than Chat because agents can handle only 1-2 simultaneous Chats
Reality
Both Voice amp Chat Deliver ROI for the Right
Interactions
35
Myth 3
Voice Is Better for Sales Chat Is Better for Service
36
Reality
For simple low-cost sales (eg books) Chat often delivers higher ROI than Voice
For more complex or moderate-to-high-priced sales Voice often delivers higher ROI than Chat
Targeting Voice to high-value customers and Chat to lower-value customers can deliver the highest sales ROI
Common service questions are ideal for Chat agents can use ldquocannedrdquo responses to shorten and handle multiple chats
Complex service requirements are more profitably handled by Voice particularly when up-sell opportunities exist
Voice amp Chat Can Both Deliver ROI for
Sales and Service
37
ATG Click to Call amp Click to ChatCustomer Data
Innovative Companies Maximizing Interactions With Voice amp Chat
39
Retail Sales
40
Retail Sales
41
Retail Sales
42
Travel Sales
43
Travel Sales
44
Travel Sales
45
Banking (Sales)
46
Banking (Sales)
47
Banking (Sales)
48
Banking (Sales)
49
Banking (Sales)
50
Banking (Sales)
51
Banking (Service)
52
Banking (Service)
53
Banking (Service)
54
MotoSport
55
MotoSport
56
MotoSport
Live Help Case Study MotoSport
58
59
1 About MotoSport
2 Business challenges which were met with Click to chat and Click to Call
3 Benefitsresults of working with both
59
60
About MotoSport
60
bull MotoSport is one of the fastest growing online retailers of power sports apparel
motorcycle parts and accessories
bull Most company staff including Customer Contact Center are experienced riders ndash use
our products
61
Unique Business Challenges Met with Live Help
Multiple storefronts one web site some products common
Many technically complex products with different seasonality
ndash Correct matching of MakeModelYear to parts critical in improving customer confidence and reducing returns
ndash Live access to our experienced staff represent a competitive advantage
61
62
Experience from Using eStara Click to Chat and Click to Call
Enables MotoSport to leverage the expertise of its staff to improve
conversion and Average Order Value
Click to chat and click to call deployed on all product detail pages
Averaging over 500 click to chat and 120 click to call sessions per
week
Chat conversion 3 X average site conversion
Call conversion 4 X average site conversion
Future plans to expand Click to chat and Click to call to 24 hours and
multi-lingual
62
Best Practices amp Next Steps
64
Consider Risks of Standalone Chat
Chat is in the ldquolimelightrdquo because of its appeal to younger buyers and some of the ldquomythsrdquo discussed earlier
Chat alone will fail to capture all sales analysts estimate 10 incremental exposure by offering Voice amp Chat
Analyst data and ATG data shows that conversion rates for Chat double when escalated to Voice
Requiring Chatters to dial a 1-800 number will force them to ldquostart overrdquo with a new agent resulting in lost sales
65
Start With Voice Then Add Chat
Fast ROI with no capital investments (no software same agents same call center infrastructure)
Learn what Web pages and channels are driving the most demand for live help
Learn what triggers are driving the most usage and revenue lift
ndash Hovering on a page
ndash Cursor movement
ndash Transaction stage or value
ndash Error messages
ndash Null search results
Prepare for Chat investment while reaping value of Voice
66
What To Look For in a Live Help Provider
Proven scalable successful Voice amp Chat deployments
Strong targeting and measurement (conversion rate average sale price customer surveys)
Voice integration with existing call center ndash no software or equipment upgrades
Seamless escalation from Voice to Chat (same agent same context no starting over)
Self-service Web portal for live help button creation targeting amp reporting
Strong client services group with expertise to help you grow revenue with live help
QampA
Download the Live Help Whitepaper at
httpwwwatgcomlive-help
Or contact us at salesatgcom
Thank You
24
Quick Easy Measurable Revenue Lift
of times a live chat or
call button was shown
of call or chat attempts
of completed calls or
chats
of resulting transactions
Consumer Preferences Voice or Chat
26
Voice or ChatConsumers Use Both Voice amp Chat
27
Voice or ChatOlder Buyers Prefer Voice
28
Voice or ChatYounger Buyers Prefer Chat
29
Voice or ChatMajority Of Buying Power Is Evenly Split
Three Myths About Live Help ndashDEBUNKED
31
Myth 1
Offering Voice amp Chat is Unnecessary ndash One or the Other is Sufficient
32
Younger buyers (Gen Y) opt for Chat vs Voice yet the majority of buyers with purchasing power prefer Voice
Buyers early in purchase cycle may prefer Chat whereas those ready to buy often prefer Voice
Cultural language and typing issues will push some buyers towards Chat and others towards Voice
Reality
Both Voice and Chat are Required to Maximize Online Interactions
33
Myth 2
Voice Increases Costs Chat Reduces Costs
34
Live Voice is not a 1-800 number By targeting Voice help to high value or potentially abandoning customers the resulting sales lift delivers near immediate ROI
According to Gartner Chat can reduce service costs but only when agents handle 3+ chats at a time
For complex sales or service Voice can deliver higher ROI than Chat because agents can handle only 1-2 simultaneous Chats
Reality
Both Voice amp Chat Deliver ROI for the Right
Interactions
35
Myth 3
Voice Is Better for Sales Chat Is Better for Service
36
Reality
For simple low-cost sales (eg books) Chat often delivers higher ROI than Voice
For more complex or moderate-to-high-priced sales Voice often delivers higher ROI than Chat
Targeting Voice to high-value customers and Chat to lower-value customers can deliver the highest sales ROI
Common service questions are ideal for Chat agents can use ldquocannedrdquo responses to shorten and handle multiple chats
Complex service requirements are more profitably handled by Voice particularly when up-sell opportunities exist
Voice amp Chat Can Both Deliver ROI for
Sales and Service
37
ATG Click to Call amp Click to ChatCustomer Data
Innovative Companies Maximizing Interactions With Voice amp Chat
39
Retail Sales
40
Retail Sales
41
Retail Sales
42
Travel Sales
43
Travel Sales
44
Travel Sales
45
Banking (Sales)
46
Banking (Sales)
47
Banking (Sales)
48
Banking (Sales)
49
Banking (Sales)
50
Banking (Sales)
51
Banking (Service)
52
Banking (Service)
53
Banking (Service)
54
MotoSport
55
MotoSport
56
MotoSport
Live Help Case Study MotoSport
58
59
1 About MotoSport
2 Business challenges which were met with Click to chat and Click to Call
3 Benefitsresults of working with both
59
60
About MotoSport
60
bull MotoSport is one of the fastest growing online retailers of power sports apparel
motorcycle parts and accessories
bull Most company staff including Customer Contact Center are experienced riders ndash use
our products
61
Unique Business Challenges Met with Live Help
Multiple storefronts one web site some products common
Many technically complex products with different seasonality
ndash Correct matching of MakeModelYear to parts critical in improving customer confidence and reducing returns
ndash Live access to our experienced staff represent a competitive advantage
61
62
Experience from Using eStara Click to Chat and Click to Call
Enables MotoSport to leverage the expertise of its staff to improve
conversion and Average Order Value
Click to chat and click to call deployed on all product detail pages
Averaging over 500 click to chat and 120 click to call sessions per
week
Chat conversion 3 X average site conversion
Call conversion 4 X average site conversion
Future plans to expand Click to chat and Click to call to 24 hours and
multi-lingual
62
Best Practices amp Next Steps
64
Consider Risks of Standalone Chat
Chat is in the ldquolimelightrdquo because of its appeal to younger buyers and some of the ldquomythsrdquo discussed earlier
Chat alone will fail to capture all sales analysts estimate 10 incremental exposure by offering Voice amp Chat
Analyst data and ATG data shows that conversion rates for Chat double when escalated to Voice
Requiring Chatters to dial a 1-800 number will force them to ldquostart overrdquo with a new agent resulting in lost sales
65
Start With Voice Then Add Chat
Fast ROI with no capital investments (no software same agents same call center infrastructure)
Learn what Web pages and channels are driving the most demand for live help
Learn what triggers are driving the most usage and revenue lift
ndash Hovering on a page
ndash Cursor movement
ndash Transaction stage or value
ndash Error messages
ndash Null search results
Prepare for Chat investment while reaping value of Voice
66
What To Look For in a Live Help Provider
Proven scalable successful Voice amp Chat deployments
Strong targeting and measurement (conversion rate average sale price customer surveys)
Voice integration with existing call center ndash no software or equipment upgrades
Seamless escalation from Voice to Chat (same agent same context no starting over)
Self-service Web portal for live help button creation targeting amp reporting
Strong client services group with expertise to help you grow revenue with live help
QampA
Download the Live Help Whitepaper at
httpwwwatgcomlive-help
Or contact us at salesatgcom
Thank You
Consumer Preferences Voice or Chat
26
Voice or ChatConsumers Use Both Voice amp Chat
27
Voice or ChatOlder Buyers Prefer Voice
28
Voice or ChatYounger Buyers Prefer Chat
29
Voice or ChatMajority Of Buying Power Is Evenly Split
Three Myths About Live Help ndashDEBUNKED
31
Myth 1
Offering Voice amp Chat is Unnecessary ndash One or the Other is Sufficient
32
Younger buyers (Gen Y) opt for Chat vs Voice yet the majority of buyers with purchasing power prefer Voice
Buyers early in purchase cycle may prefer Chat whereas those ready to buy often prefer Voice
Cultural language and typing issues will push some buyers towards Chat and others towards Voice
Reality
Both Voice and Chat are Required to Maximize Online Interactions
33
Myth 2
Voice Increases Costs Chat Reduces Costs
34
Live Voice is not a 1-800 number By targeting Voice help to high value or potentially abandoning customers the resulting sales lift delivers near immediate ROI
According to Gartner Chat can reduce service costs but only when agents handle 3+ chats at a time
For complex sales or service Voice can deliver higher ROI than Chat because agents can handle only 1-2 simultaneous Chats
Reality
Both Voice amp Chat Deliver ROI for the Right
Interactions
35
Myth 3
Voice Is Better for Sales Chat Is Better for Service
36
Reality
For simple low-cost sales (eg books) Chat often delivers higher ROI than Voice
For more complex or moderate-to-high-priced sales Voice often delivers higher ROI than Chat
Targeting Voice to high-value customers and Chat to lower-value customers can deliver the highest sales ROI
Common service questions are ideal for Chat agents can use ldquocannedrdquo responses to shorten and handle multiple chats
Complex service requirements are more profitably handled by Voice particularly when up-sell opportunities exist
Voice amp Chat Can Both Deliver ROI for
Sales and Service
37
ATG Click to Call amp Click to ChatCustomer Data
Innovative Companies Maximizing Interactions With Voice amp Chat
39
Retail Sales
40
Retail Sales
41
Retail Sales
42
Travel Sales
43
Travel Sales
44
Travel Sales
45
Banking (Sales)
46
Banking (Sales)
47
Banking (Sales)
48
Banking (Sales)
49
Banking (Sales)
50
Banking (Sales)
51
Banking (Service)
52
Banking (Service)
53
Banking (Service)
54
MotoSport
55
MotoSport
56
MotoSport
Live Help Case Study MotoSport
58
59
1 About MotoSport
2 Business challenges which were met with Click to chat and Click to Call
3 Benefitsresults of working with both
59
60
About MotoSport
60
bull MotoSport is one of the fastest growing online retailers of power sports apparel
motorcycle parts and accessories
bull Most company staff including Customer Contact Center are experienced riders ndash use
our products
61
Unique Business Challenges Met with Live Help
Multiple storefronts one web site some products common
Many technically complex products with different seasonality
ndash Correct matching of MakeModelYear to parts critical in improving customer confidence and reducing returns
ndash Live access to our experienced staff represent a competitive advantage
61
62
Experience from Using eStara Click to Chat and Click to Call
Enables MotoSport to leverage the expertise of its staff to improve
conversion and Average Order Value
Click to chat and click to call deployed on all product detail pages
Averaging over 500 click to chat and 120 click to call sessions per
week
Chat conversion 3 X average site conversion
Call conversion 4 X average site conversion
Future plans to expand Click to chat and Click to call to 24 hours and
multi-lingual
62
Best Practices amp Next Steps
64
Consider Risks of Standalone Chat
Chat is in the ldquolimelightrdquo because of its appeal to younger buyers and some of the ldquomythsrdquo discussed earlier
Chat alone will fail to capture all sales analysts estimate 10 incremental exposure by offering Voice amp Chat
Analyst data and ATG data shows that conversion rates for Chat double when escalated to Voice
Requiring Chatters to dial a 1-800 number will force them to ldquostart overrdquo with a new agent resulting in lost sales
65
Start With Voice Then Add Chat
Fast ROI with no capital investments (no software same agents same call center infrastructure)
Learn what Web pages and channels are driving the most demand for live help
Learn what triggers are driving the most usage and revenue lift
ndash Hovering on a page
ndash Cursor movement
ndash Transaction stage or value
ndash Error messages
ndash Null search results
Prepare for Chat investment while reaping value of Voice
66
What To Look For in a Live Help Provider
Proven scalable successful Voice amp Chat deployments
Strong targeting and measurement (conversion rate average sale price customer surveys)
Voice integration with existing call center ndash no software or equipment upgrades
Seamless escalation from Voice to Chat (same agent same context no starting over)
Self-service Web portal for live help button creation targeting amp reporting
Strong client services group with expertise to help you grow revenue with live help
QampA
Download the Live Help Whitepaper at
httpwwwatgcomlive-help
Or contact us at salesatgcom
Thank You
26
Voice or ChatConsumers Use Both Voice amp Chat
27
Voice or ChatOlder Buyers Prefer Voice
28
Voice or ChatYounger Buyers Prefer Chat
29
Voice or ChatMajority Of Buying Power Is Evenly Split
Three Myths About Live Help ndashDEBUNKED
31
Myth 1
Offering Voice amp Chat is Unnecessary ndash One or the Other is Sufficient
32
Younger buyers (Gen Y) opt for Chat vs Voice yet the majority of buyers with purchasing power prefer Voice
Buyers early in purchase cycle may prefer Chat whereas those ready to buy often prefer Voice
Cultural language and typing issues will push some buyers towards Chat and others towards Voice
Reality
Both Voice and Chat are Required to Maximize Online Interactions
33
Myth 2
Voice Increases Costs Chat Reduces Costs
34
Live Voice is not a 1-800 number By targeting Voice help to high value or potentially abandoning customers the resulting sales lift delivers near immediate ROI
According to Gartner Chat can reduce service costs but only when agents handle 3+ chats at a time
For complex sales or service Voice can deliver higher ROI than Chat because agents can handle only 1-2 simultaneous Chats
Reality
Both Voice amp Chat Deliver ROI for the Right
Interactions
35
Myth 3
Voice Is Better for Sales Chat Is Better for Service
36
Reality
For simple low-cost sales (eg books) Chat often delivers higher ROI than Voice
For more complex or moderate-to-high-priced sales Voice often delivers higher ROI than Chat
Targeting Voice to high-value customers and Chat to lower-value customers can deliver the highest sales ROI
Common service questions are ideal for Chat agents can use ldquocannedrdquo responses to shorten and handle multiple chats
Complex service requirements are more profitably handled by Voice particularly when up-sell opportunities exist
Voice amp Chat Can Both Deliver ROI for
Sales and Service
37
ATG Click to Call amp Click to ChatCustomer Data
Innovative Companies Maximizing Interactions With Voice amp Chat
39
Retail Sales
40
Retail Sales
41
Retail Sales
42
Travel Sales
43
Travel Sales
44
Travel Sales
45
Banking (Sales)
46
Banking (Sales)
47
Banking (Sales)
48
Banking (Sales)
49
Banking (Sales)
50
Banking (Sales)
51
Banking (Service)
52
Banking (Service)
53
Banking (Service)
54
MotoSport
55
MotoSport
56
MotoSport
Live Help Case Study MotoSport
58
59
1 About MotoSport
2 Business challenges which were met with Click to chat and Click to Call
3 Benefitsresults of working with both
59
60
About MotoSport
60
bull MotoSport is one of the fastest growing online retailers of power sports apparel
motorcycle parts and accessories
bull Most company staff including Customer Contact Center are experienced riders ndash use
our products
61
Unique Business Challenges Met with Live Help
Multiple storefronts one web site some products common
Many technically complex products with different seasonality
ndash Correct matching of MakeModelYear to parts critical in improving customer confidence and reducing returns
ndash Live access to our experienced staff represent a competitive advantage
61
62
Experience from Using eStara Click to Chat and Click to Call
Enables MotoSport to leverage the expertise of its staff to improve
conversion and Average Order Value
Click to chat and click to call deployed on all product detail pages
Averaging over 500 click to chat and 120 click to call sessions per
week
Chat conversion 3 X average site conversion
Call conversion 4 X average site conversion
Future plans to expand Click to chat and Click to call to 24 hours and
multi-lingual
62
Best Practices amp Next Steps
64
Consider Risks of Standalone Chat
Chat is in the ldquolimelightrdquo because of its appeal to younger buyers and some of the ldquomythsrdquo discussed earlier
Chat alone will fail to capture all sales analysts estimate 10 incremental exposure by offering Voice amp Chat
Analyst data and ATG data shows that conversion rates for Chat double when escalated to Voice
Requiring Chatters to dial a 1-800 number will force them to ldquostart overrdquo with a new agent resulting in lost sales
65
Start With Voice Then Add Chat
Fast ROI with no capital investments (no software same agents same call center infrastructure)
Learn what Web pages and channels are driving the most demand for live help
Learn what triggers are driving the most usage and revenue lift
ndash Hovering on a page
ndash Cursor movement
ndash Transaction stage or value
ndash Error messages
ndash Null search results
Prepare for Chat investment while reaping value of Voice
66
What To Look For in a Live Help Provider
Proven scalable successful Voice amp Chat deployments
Strong targeting and measurement (conversion rate average sale price customer surveys)
Voice integration with existing call center ndash no software or equipment upgrades
Seamless escalation from Voice to Chat (same agent same context no starting over)
Self-service Web portal for live help button creation targeting amp reporting
Strong client services group with expertise to help you grow revenue with live help
QampA
Download the Live Help Whitepaper at
httpwwwatgcomlive-help
Or contact us at salesatgcom
Thank You
27
Voice or ChatOlder Buyers Prefer Voice
28
Voice or ChatYounger Buyers Prefer Chat
29
Voice or ChatMajority Of Buying Power Is Evenly Split
Three Myths About Live Help ndashDEBUNKED
31
Myth 1
Offering Voice amp Chat is Unnecessary ndash One or the Other is Sufficient
32
Younger buyers (Gen Y) opt for Chat vs Voice yet the majority of buyers with purchasing power prefer Voice
Buyers early in purchase cycle may prefer Chat whereas those ready to buy often prefer Voice
Cultural language and typing issues will push some buyers towards Chat and others towards Voice
Reality
Both Voice and Chat are Required to Maximize Online Interactions
33
Myth 2
Voice Increases Costs Chat Reduces Costs
34
Live Voice is not a 1-800 number By targeting Voice help to high value or potentially abandoning customers the resulting sales lift delivers near immediate ROI
According to Gartner Chat can reduce service costs but only when agents handle 3+ chats at a time
For complex sales or service Voice can deliver higher ROI than Chat because agents can handle only 1-2 simultaneous Chats
Reality
Both Voice amp Chat Deliver ROI for the Right
Interactions
35
Myth 3
Voice Is Better for Sales Chat Is Better for Service
36
Reality
For simple low-cost sales (eg books) Chat often delivers higher ROI than Voice
For more complex or moderate-to-high-priced sales Voice often delivers higher ROI than Chat
Targeting Voice to high-value customers and Chat to lower-value customers can deliver the highest sales ROI
Common service questions are ideal for Chat agents can use ldquocannedrdquo responses to shorten and handle multiple chats
Complex service requirements are more profitably handled by Voice particularly when up-sell opportunities exist
Voice amp Chat Can Both Deliver ROI for
Sales and Service
37
ATG Click to Call amp Click to ChatCustomer Data
Innovative Companies Maximizing Interactions With Voice amp Chat
39
Retail Sales
40
Retail Sales
41
Retail Sales
42
Travel Sales
43
Travel Sales
44
Travel Sales
45
Banking (Sales)
46
Banking (Sales)
47
Banking (Sales)
48
Banking (Sales)
49
Banking (Sales)
50
Banking (Sales)
51
Banking (Service)
52
Banking (Service)
53
Banking (Service)
54
MotoSport
55
MotoSport
56
MotoSport
Live Help Case Study MotoSport
58
59
1 About MotoSport
2 Business challenges which were met with Click to chat and Click to Call
3 Benefitsresults of working with both
59
60
About MotoSport
60
bull MotoSport is one of the fastest growing online retailers of power sports apparel
motorcycle parts and accessories
bull Most company staff including Customer Contact Center are experienced riders ndash use
our products
61
Unique Business Challenges Met with Live Help
Multiple storefronts one web site some products common
Many technically complex products with different seasonality
ndash Correct matching of MakeModelYear to parts critical in improving customer confidence and reducing returns
ndash Live access to our experienced staff represent a competitive advantage
61
62
Experience from Using eStara Click to Chat and Click to Call
Enables MotoSport to leverage the expertise of its staff to improve
conversion and Average Order Value
Click to chat and click to call deployed on all product detail pages
Averaging over 500 click to chat and 120 click to call sessions per
week
Chat conversion 3 X average site conversion
Call conversion 4 X average site conversion
Future plans to expand Click to chat and Click to call to 24 hours and
multi-lingual
62
Best Practices amp Next Steps
64
Consider Risks of Standalone Chat
Chat is in the ldquolimelightrdquo because of its appeal to younger buyers and some of the ldquomythsrdquo discussed earlier
Chat alone will fail to capture all sales analysts estimate 10 incremental exposure by offering Voice amp Chat
Analyst data and ATG data shows that conversion rates for Chat double when escalated to Voice
Requiring Chatters to dial a 1-800 number will force them to ldquostart overrdquo with a new agent resulting in lost sales
65
Start With Voice Then Add Chat
Fast ROI with no capital investments (no software same agents same call center infrastructure)
Learn what Web pages and channels are driving the most demand for live help
Learn what triggers are driving the most usage and revenue lift
ndash Hovering on a page
ndash Cursor movement
ndash Transaction stage or value
ndash Error messages
ndash Null search results
Prepare for Chat investment while reaping value of Voice
66
What To Look For in a Live Help Provider
Proven scalable successful Voice amp Chat deployments
Strong targeting and measurement (conversion rate average sale price customer surveys)
Voice integration with existing call center ndash no software or equipment upgrades
Seamless escalation from Voice to Chat (same agent same context no starting over)
Self-service Web portal for live help button creation targeting amp reporting
Strong client services group with expertise to help you grow revenue with live help
QampA
Download the Live Help Whitepaper at
httpwwwatgcomlive-help
Or contact us at salesatgcom
Thank You
28
Voice or ChatYounger Buyers Prefer Chat
29
Voice or ChatMajority Of Buying Power Is Evenly Split
Three Myths About Live Help ndashDEBUNKED
31
Myth 1
Offering Voice amp Chat is Unnecessary ndash One or the Other is Sufficient
32
Younger buyers (Gen Y) opt for Chat vs Voice yet the majority of buyers with purchasing power prefer Voice
Buyers early in purchase cycle may prefer Chat whereas those ready to buy often prefer Voice
Cultural language and typing issues will push some buyers towards Chat and others towards Voice
Reality
Both Voice and Chat are Required to Maximize Online Interactions
33
Myth 2
Voice Increases Costs Chat Reduces Costs
34
Live Voice is not a 1-800 number By targeting Voice help to high value or potentially abandoning customers the resulting sales lift delivers near immediate ROI
According to Gartner Chat can reduce service costs but only when agents handle 3+ chats at a time
For complex sales or service Voice can deliver higher ROI than Chat because agents can handle only 1-2 simultaneous Chats
Reality
Both Voice amp Chat Deliver ROI for the Right
Interactions
35
Myth 3
Voice Is Better for Sales Chat Is Better for Service
36
Reality
For simple low-cost sales (eg books) Chat often delivers higher ROI than Voice
For more complex or moderate-to-high-priced sales Voice often delivers higher ROI than Chat
Targeting Voice to high-value customers and Chat to lower-value customers can deliver the highest sales ROI
Common service questions are ideal for Chat agents can use ldquocannedrdquo responses to shorten and handle multiple chats
Complex service requirements are more profitably handled by Voice particularly when up-sell opportunities exist
Voice amp Chat Can Both Deliver ROI for
Sales and Service
37
ATG Click to Call amp Click to ChatCustomer Data
Innovative Companies Maximizing Interactions With Voice amp Chat
39
Retail Sales
40
Retail Sales
41
Retail Sales
42
Travel Sales
43
Travel Sales
44
Travel Sales
45
Banking (Sales)
46
Banking (Sales)
47
Banking (Sales)
48
Banking (Sales)
49
Banking (Sales)
50
Banking (Sales)
51
Banking (Service)
52
Banking (Service)
53
Banking (Service)
54
MotoSport
55
MotoSport
56
MotoSport
Live Help Case Study MotoSport
58
59
1 About MotoSport
2 Business challenges which were met with Click to chat and Click to Call
3 Benefitsresults of working with both
59
60
About MotoSport
60
bull MotoSport is one of the fastest growing online retailers of power sports apparel
motorcycle parts and accessories
bull Most company staff including Customer Contact Center are experienced riders ndash use
our products
61
Unique Business Challenges Met with Live Help
Multiple storefronts one web site some products common
Many technically complex products with different seasonality
ndash Correct matching of MakeModelYear to parts critical in improving customer confidence and reducing returns
ndash Live access to our experienced staff represent a competitive advantage
61
62
Experience from Using eStara Click to Chat and Click to Call
Enables MotoSport to leverage the expertise of its staff to improve
conversion and Average Order Value
Click to chat and click to call deployed on all product detail pages
Averaging over 500 click to chat and 120 click to call sessions per
week
Chat conversion 3 X average site conversion
Call conversion 4 X average site conversion
Future plans to expand Click to chat and Click to call to 24 hours and
multi-lingual
62
Best Practices amp Next Steps
64
Consider Risks of Standalone Chat
Chat is in the ldquolimelightrdquo because of its appeal to younger buyers and some of the ldquomythsrdquo discussed earlier
Chat alone will fail to capture all sales analysts estimate 10 incremental exposure by offering Voice amp Chat
Analyst data and ATG data shows that conversion rates for Chat double when escalated to Voice
Requiring Chatters to dial a 1-800 number will force them to ldquostart overrdquo with a new agent resulting in lost sales
65
Start With Voice Then Add Chat
Fast ROI with no capital investments (no software same agents same call center infrastructure)
Learn what Web pages and channels are driving the most demand for live help
Learn what triggers are driving the most usage and revenue lift
ndash Hovering on a page
ndash Cursor movement
ndash Transaction stage or value
ndash Error messages
ndash Null search results
Prepare for Chat investment while reaping value of Voice
66
What To Look For in a Live Help Provider
Proven scalable successful Voice amp Chat deployments
Strong targeting and measurement (conversion rate average sale price customer surveys)
Voice integration with existing call center ndash no software or equipment upgrades
Seamless escalation from Voice to Chat (same agent same context no starting over)
Self-service Web portal for live help button creation targeting amp reporting
Strong client services group with expertise to help you grow revenue with live help
QampA
Download the Live Help Whitepaper at
httpwwwatgcomlive-help
Or contact us at salesatgcom
Thank You
29
Voice or ChatMajority Of Buying Power Is Evenly Split
Three Myths About Live Help ndashDEBUNKED
31
Myth 1
Offering Voice amp Chat is Unnecessary ndash One or the Other is Sufficient
32
Younger buyers (Gen Y) opt for Chat vs Voice yet the majority of buyers with purchasing power prefer Voice
Buyers early in purchase cycle may prefer Chat whereas those ready to buy often prefer Voice
Cultural language and typing issues will push some buyers towards Chat and others towards Voice
Reality
Both Voice and Chat are Required to Maximize Online Interactions
33
Myth 2
Voice Increases Costs Chat Reduces Costs
34
Live Voice is not a 1-800 number By targeting Voice help to high value or potentially abandoning customers the resulting sales lift delivers near immediate ROI
According to Gartner Chat can reduce service costs but only when agents handle 3+ chats at a time
For complex sales or service Voice can deliver higher ROI than Chat because agents can handle only 1-2 simultaneous Chats
Reality
Both Voice amp Chat Deliver ROI for the Right
Interactions
35
Myth 3
Voice Is Better for Sales Chat Is Better for Service
36
Reality
For simple low-cost sales (eg books) Chat often delivers higher ROI than Voice
For more complex or moderate-to-high-priced sales Voice often delivers higher ROI than Chat
Targeting Voice to high-value customers and Chat to lower-value customers can deliver the highest sales ROI
Common service questions are ideal for Chat agents can use ldquocannedrdquo responses to shorten and handle multiple chats
Complex service requirements are more profitably handled by Voice particularly when up-sell opportunities exist
Voice amp Chat Can Both Deliver ROI for
Sales and Service
37
ATG Click to Call amp Click to ChatCustomer Data
Innovative Companies Maximizing Interactions With Voice amp Chat
39
Retail Sales
40
Retail Sales
41
Retail Sales
42
Travel Sales
43
Travel Sales
44
Travel Sales
45
Banking (Sales)
46
Banking (Sales)
47
Banking (Sales)
48
Banking (Sales)
49
Banking (Sales)
50
Banking (Sales)
51
Banking (Service)
52
Banking (Service)
53
Banking (Service)
54
MotoSport
55
MotoSport
56
MotoSport
Live Help Case Study MotoSport
58
59
1 About MotoSport
2 Business challenges which were met with Click to chat and Click to Call
3 Benefitsresults of working with both
59
60
About MotoSport
60
bull MotoSport is one of the fastest growing online retailers of power sports apparel
motorcycle parts and accessories
bull Most company staff including Customer Contact Center are experienced riders ndash use
our products
61
Unique Business Challenges Met with Live Help
Multiple storefronts one web site some products common
Many technically complex products with different seasonality
ndash Correct matching of MakeModelYear to parts critical in improving customer confidence and reducing returns
ndash Live access to our experienced staff represent a competitive advantage
61
62
Experience from Using eStara Click to Chat and Click to Call
Enables MotoSport to leverage the expertise of its staff to improve
conversion and Average Order Value
Click to chat and click to call deployed on all product detail pages
Averaging over 500 click to chat and 120 click to call sessions per
week
Chat conversion 3 X average site conversion
Call conversion 4 X average site conversion
Future plans to expand Click to chat and Click to call to 24 hours and
multi-lingual
62
Best Practices amp Next Steps
64
Consider Risks of Standalone Chat
Chat is in the ldquolimelightrdquo because of its appeal to younger buyers and some of the ldquomythsrdquo discussed earlier
Chat alone will fail to capture all sales analysts estimate 10 incremental exposure by offering Voice amp Chat
Analyst data and ATG data shows that conversion rates for Chat double when escalated to Voice
Requiring Chatters to dial a 1-800 number will force them to ldquostart overrdquo with a new agent resulting in lost sales
65
Start With Voice Then Add Chat
Fast ROI with no capital investments (no software same agents same call center infrastructure)
Learn what Web pages and channels are driving the most demand for live help
Learn what triggers are driving the most usage and revenue lift
ndash Hovering on a page
ndash Cursor movement
ndash Transaction stage or value
ndash Error messages
ndash Null search results
Prepare for Chat investment while reaping value of Voice
66
What To Look For in a Live Help Provider
Proven scalable successful Voice amp Chat deployments
Strong targeting and measurement (conversion rate average sale price customer surveys)
Voice integration with existing call center ndash no software or equipment upgrades
Seamless escalation from Voice to Chat (same agent same context no starting over)
Self-service Web portal for live help button creation targeting amp reporting
Strong client services group with expertise to help you grow revenue with live help
QampA
Download the Live Help Whitepaper at
httpwwwatgcomlive-help
Or contact us at salesatgcom
Thank You
Three Myths About Live Help ndashDEBUNKED
31
Myth 1
Offering Voice amp Chat is Unnecessary ndash One or the Other is Sufficient
32
Younger buyers (Gen Y) opt for Chat vs Voice yet the majority of buyers with purchasing power prefer Voice
Buyers early in purchase cycle may prefer Chat whereas those ready to buy often prefer Voice
Cultural language and typing issues will push some buyers towards Chat and others towards Voice
Reality
Both Voice and Chat are Required to Maximize Online Interactions
33
Myth 2
Voice Increases Costs Chat Reduces Costs
34
Live Voice is not a 1-800 number By targeting Voice help to high value or potentially abandoning customers the resulting sales lift delivers near immediate ROI
According to Gartner Chat can reduce service costs but only when agents handle 3+ chats at a time
For complex sales or service Voice can deliver higher ROI than Chat because agents can handle only 1-2 simultaneous Chats
Reality
Both Voice amp Chat Deliver ROI for the Right
Interactions
35
Myth 3
Voice Is Better for Sales Chat Is Better for Service
36
Reality
For simple low-cost sales (eg books) Chat often delivers higher ROI than Voice
For more complex or moderate-to-high-priced sales Voice often delivers higher ROI than Chat
Targeting Voice to high-value customers and Chat to lower-value customers can deliver the highest sales ROI
Common service questions are ideal for Chat agents can use ldquocannedrdquo responses to shorten and handle multiple chats
Complex service requirements are more profitably handled by Voice particularly when up-sell opportunities exist
Voice amp Chat Can Both Deliver ROI for
Sales and Service
37
ATG Click to Call amp Click to ChatCustomer Data
Innovative Companies Maximizing Interactions With Voice amp Chat
39
Retail Sales
40
Retail Sales
41
Retail Sales
42
Travel Sales
43
Travel Sales
44
Travel Sales
45
Banking (Sales)
46
Banking (Sales)
47
Banking (Sales)
48
Banking (Sales)
49
Banking (Sales)
50
Banking (Sales)
51
Banking (Service)
52
Banking (Service)
53
Banking (Service)
54
MotoSport
55
MotoSport
56
MotoSport
Live Help Case Study MotoSport
58
59
1 About MotoSport
2 Business challenges which were met with Click to chat and Click to Call
3 Benefitsresults of working with both
59
60
About MotoSport
60
bull MotoSport is one of the fastest growing online retailers of power sports apparel
motorcycle parts and accessories
bull Most company staff including Customer Contact Center are experienced riders ndash use
our products
61
Unique Business Challenges Met with Live Help
Multiple storefronts one web site some products common
Many technically complex products with different seasonality
ndash Correct matching of MakeModelYear to parts critical in improving customer confidence and reducing returns
ndash Live access to our experienced staff represent a competitive advantage
61
62
Experience from Using eStara Click to Chat and Click to Call
Enables MotoSport to leverage the expertise of its staff to improve
conversion and Average Order Value
Click to chat and click to call deployed on all product detail pages
Averaging over 500 click to chat and 120 click to call sessions per
week
Chat conversion 3 X average site conversion
Call conversion 4 X average site conversion
Future plans to expand Click to chat and Click to call to 24 hours and
multi-lingual
62
Best Practices amp Next Steps
64
Consider Risks of Standalone Chat
Chat is in the ldquolimelightrdquo because of its appeal to younger buyers and some of the ldquomythsrdquo discussed earlier
Chat alone will fail to capture all sales analysts estimate 10 incremental exposure by offering Voice amp Chat
Analyst data and ATG data shows that conversion rates for Chat double when escalated to Voice
Requiring Chatters to dial a 1-800 number will force them to ldquostart overrdquo with a new agent resulting in lost sales
65
Start With Voice Then Add Chat
Fast ROI with no capital investments (no software same agents same call center infrastructure)
Learn what Web pages and channels are driving the most demand for live help
Learn what triggers are driving the most usage and revenue lift
ndash Hovering on a page
ndash Cursor movement
ndash Transaction stage or value
ndash Error messages
ndash Null search results
Prepare for Chat investment while reaping value of Voice
66
What To Look For in a Live Help Provider
Proven scalable successful Voice amp Chat deployments
Strong targeting and measurement (conversion rate average sale price customer surveys)
Voice integration with existing call center ndash no software or equipment upgrades
Seamless escalation from Voice to Chat (same agent same context no starting over)
Self-service Web portal for live help button creation targeting amp reporting
Strong client services group with expertise to help you grow revenue with live help
QampA
Download the Live Help Whitepaper at
httpwwwatgcomlive-help
Or contact us at salesatgcom
Thank You
31
Myth 1
Offering Voice amp Chat is Unnecessary ndash One or the Other is Sufficient
32
Younger buyers (Gen Y) opt for Chat vs Voice yet the majority of buyers with purchasing power prefer Voice
Buyers early in purchase cycle may prefer Chat whereas those ready to buy often prefer Voice
Cultural language and typing issues will push some buyers towards Chat and others towards Voice
Reality
Both Voice and Chat are Required to Maximize Online Interactions
33
Myth 2
Voice Increases Costs Chat Reduces Costs
34
Live Voice is not a 1-800 number By targeting Voice help to high value or potentially abandoning customers the resulting sales lift delivers near immediate ROI
According to Gartner Chat can reduce service costs but only when agents handle 3+ chats at a time
For complex sales or service Voice can deliver higher ROI than Chat because agents can handle only 1-2 simultaneous Chats
Reality
Both Voice amp Chat Deliver ROI for the Right
Interactions
35
Myth 3
Voice Is Better for Sales Chat Is Better for Service
36
Reality
For simple low-cost sales (eg books) Chat often delivers higher ROI than Voice
For more complex or moderate-to-high-priced sales Voice often delivers higher ROI than Chat
Targeting Voice to high-value customers and Chat to lower-value customers can deliver the highest sales ROI
Common service questions are ideal for Chat agents can use ldquocannedrdquo responses to shorten and handle multiple chats
Complex service requirements are more profitably handled by Voice particularly when up-sell opportunities exist
Voice amp Chat Can Both Deliver ROI for
Sales and Service
37
ATG Click to Call amp Click to ChatCustomer Data
Innovative Companies Maximizing Interactions With Voice amp Chat
39
Retail Sales
40
Retail Sales
41
Retail Sales
42
Travel Sales
43
Travel Sales
44
Travel Sales
45
Banking (Sales)
46
Banking (Sales)
47
Banking (Sales)
48
Banking (Sales)
49
Banking (Sales)
50
Banking (Sales)
51
Banking (Service)
52
Banking (Service)
53
Banking (Service)
54
MotoSport
55
MotoSport
56
MotoSport
Live Help Case Study MotoSport
58
59
1 About MotoSport
2 Business challenges which were met with Click to chat and Click to Call
3 Benefitsresults of working with both
59
60
About MotoSport
60
bull MotoSport is one of the fastest growing online retailers of power sports apparel
motorcycle parts and accessories
bull Most company staff including Customer Contact Center are experienced riders ndash use
our products
61
Unique Business Challenges Met with Live Help
Multiple storefronts one web site some products common
Many technically complex products with different seasonality
ndash Correct matching of MakeModelYear to parts critical in improving customer confidence and reducing returns
ndash Live access to our experienced staff represent a competitive advantage
61
62
Experience from Using eStara Click to Chat and Click to Call
Enables MotoSport to leverage the expertise of its staff to improve
conversion and Average Order Value
Click to chat and click to call deployed on all product detail pages
Averaging over 500 click to chat and 120 click to call sessions per
week
Chat conversion 3 X average site conversion
Call conversion 4 X average site conversion
Future plans to expand Click to chat and Click to call to 24 hours and
multi-lingual
62
Best Practices amp Next Steps
64
Consider Risks of Standalone Chat
Chat is in the ldquolimelightrdquo because of its appeal to younger buyers and some of the ldquomythsrdquo discussed earlier
Chat alone will fail to capture all sales analysts estimate 10 incremental exposure by offering Voice amp Chat
Analyst data and ATG data shows that conversion rates for Chat double when escalated to Voice
Requiring Chatters to dial a 1-800 number will force them to ldquostart overrdquo with a new agent resulting in lost sales
65
Start With Voice Then Add Chat
Fast ROI with no capital investments (no software same agents same call center infrastructure)
Learn what Web pages and channels are driving the most demand for live help
Learn what triggers are driving the most usage and revenue lift
ndash Hovering on a page
ndash Cursor movement
ndash Transaction stage or value
ndash Error messages
ndash Null search results
Prepare for Chat investment while reaping value of Voice
66
What To Look For in a Live Help Provider
Proven scalable successful Voice amp Chat deployments
Strong targeting and measurement (conversion rate average sale price customer surveys)
Voice integration with existing call center ndash no software or equipment upgrades
Seamless escalation from Voice to Chat (same agent same context no starting over)
Self-service Web portal for live help button creation targeting amp reporting
Strong client services group with expertise to help you grow revenue with live help
QampA
Download the Live Help Whitepaper at
httpwwwatgcomlive-help
Or contact us at salesatgcom
Thank You
32
Younger buyers (Gen Y) opt for Chat vs Voice yet the majority of buyers with purchasing power prefer Voice
Buyers early in purchase cycle may prefer Chat whereas those ready to buy often prefer Voice
Cultural language and typing issues will push some buyers towards Chat and others towards Voice
Reality
Both Voice and Chat are Required to Maximize Online Interactions
33
Myth 2
Voice Increases Costs Chat Reduces Costs
34
Live Voice is not a 1-800 number By targeting Voice help to high value or potentially abandoning customers the resulting sales lift delivers near immediate ROI
According to Gartner Chat can reduce service costs but only when agents handle 3+ chats at a time
For complex sales or service Voice can deliver higher ROI than Chat because agents can handle only 1-2 simultaneous Chats
Reality
Both Voice amp Chat Deliver ROI for the Right
Interactions
35
Myth 3
Voice Is Better for Sales Chat Is Better for Service
36
Reality
For simple low-cost sales (eg books) Chat often delivers higher ROI than Voice
For more complex or moderate-to-high-priced sales Voice often delivers higher ROI than Chat
Targeting Voice to high-value customers and Chat to lower-value customers can deliver the highest sales ROI
Common service questions are ideal for Chat agents can use ldquocannedrdquo responses to shorten and handle multiple chats
Complex service requirements are more profitably handled by Voice particularly when up-sell opportunities exist
Voice amp Chat Can Both Deliver ROI for
Sales and Service
37
ATG Click to Call amp Click to ChatCustomer Data
Innovative Companies Maximizing Interactions With Voice amp Chat
39
Retail Sales
40
Retail Sales
41
Retail Sales
42
Travel Sales
43
Travel Sales
44
Travel Sales
45
Banking (Sales)
46
Banking (Sales)
47
Banking (Sales)
48
Banking (Sales)
49
Banking (Sales)
50
Banking (Sales)
51
Banking (Service)
52
Banking (Service)
53
Banking (Service)
54
MotoSport
55
MotoSport
56
MotoSport
Live Help Case Study MotoSport
58
59
1 About MotoSport
2 Business challenges which were met with Click to chat and Click to Call
3 Benefitsresults of working with both
59
60
About MotoSport
60
bull MotoSport is one of the fastest growing online retailers of power sports apparel
motorcycle parts and accessories
bull Most company staff including Customer Contact Center are experienced riders ndash use
our products
61
Unique Business Challenges Met with Live Help
Multiple storefronts one web site some products common
Many technically complex products with different seasonality
ndash Correct matching of MakeModelYear to parts critical in improving customer confidence and reducing returns
ndash Live access to our experienced staff represent a competitive advantage
61
62
Experience from Using eStara Click to Chat and Click to Call
Enables MotoSport to leverage the expertise of its staff to improve
conversion and Average Order Value
Click to chat and click to call deployed on all product detail pages
Averaging over 500 click to chat and 120 click to call sessions per
week
Chat conversion 3 X average site conversion
Call conversion 4 X average site conversion
Future plans to expand Click to chat and Click to call to 24 hours and
multi-lingual
62
Best Practices amp Next Steps
64
Consider Risks of Standalone Chat
Chat is in the ldquolimelightrdquo because of its appeal to younger buyers and some of the ldquomythsrdquo discussed earlier
Chat alone will fail to capture all sales analysts estimate 10 incremental exposure by offering Voice amp Chat
Analyst data and ATG data shows that conversion rates for Chat double when escalated to Voice
Requiring Chatters to dial a 1-800 number will force them to ldquostart overrdquo with a new agent resulting in lost sales
65
Start With Voice Then Add Chat
Fast ROI with no capital investments (no software same agents same call center infrastructure)
Learn what Web pages and channels are driving the most demand for live help
Learn what triggers are driving the most usage and revenue lift
ndash Hovering on a page
ndash Cursor movement
ndash Transaction stage or value
ndash Error messages
ndash Null search results
Prepare for Chat investment while reaping value of Voice
66
What To Look For in a Live Help Provider
Proven scalable successful Voice amp Chat deployments
Strong targeting and measurement (conversion rate average sale price customer surveys)
Voice integration with existing call center ndash no software or equipment upgrades
Seamless escalation from Voice to Chat (same agent same context no starting over)
Self-service Web portal for live help button creation targeting amp reporting
Strong client services group with expertise to help you grow revenue with live help
QampA
Download the Live Help Whitepaper at
httpwwwatgcomlive-help
Or contact us at salesatgcom
Thank You
33
Myth 2
Voice Increases Costs Chat Reduces Costs
34
Live Voice is not a 1-800 number By targeting Voice help to high value or potentially abandoning customers the resulting sales lift delivers near immediate ROI
According to Gartner Chat can reduce service costs but only when agents handle 3+ chats at a time
For complex sales or service Voice can deliver higher ROI than Chat because agents can handle only 1-2 simultaneous Chats
Reality
Both Voice amp Chat Deliver ROI for the Right
Interactions
35
Myth 3
Voice Is Better for Sales Chat Is Better for Service
36
Reality
For simple low-cost sales (eg books) Chat often delivers higher ROI than Voice
For more complex or moderate-to-high-priced sales Voice often delivers higher ROI than Chat
Targeting Voice to high-value customers and Chat to lower-value customers can deliver the highest sales ROI
Common service questions are ideal for Chat agents can use ldquocannedrdquo responses to shorten and handle multiple chats
Complex service requirements are more profitably handled by Voice particularly when up-sell opportunities exist
Voice amp Chat Can Both Deliver ROI for
Sales and Service
37
ATG Click to Call amp Click to ChatCustomer Data
Innovative Companies Maximizing Interactions With Voice amp Chat
39
Retail Sales
40
Retail Sales
41
Retail Sales
42
Travel Sales
43
Travel Sales
44
Travel Sales
45
Banking (Sales)
46
Banking (Sales)
47
Banking (Sales)
48
Banking (Sales)
49
Banking (Sales)
50
Banking (Sales)
51
Banking (Service)
52
Banking (Service)
53
Banking (Service)
54
MotoSport
55
MotoSport
56
MotoSport
Live Help Case Study MotoSport
58
59
1 About MotoSport
2 Business challenges which were met with Click to chat and Click to Call
3 Benefitsresults of working with both
59
60
About MotoSport
60
bull MotoSport is one of the fastest growing online retailers of power sports apparel
motorcycle parts and accessories
bull Most company staff including Customer Contact Center are experienced riders ndash use
our products
61
Unique Business Challenges Met with Live Help
Multiple storefronts one web site some products common
Many technically complex products with different seasonality
ndash Correct matching of MakeModelYear to parts critical in improving customer confidence and reducing returns
ndash Live access to our experienced staff represent a competitive advantage
61
62
Experience from Using eStara Click to Chat and Click to Call
Enables MotoSport to leverage the expertise of its staff to improve
conversion and Average Order Value
Click to chat and click to call deployed on all product detail pages
Averaging over 500 click to chat and 120 click to call sessions per
week
Chat conversion 3 X average site conversion
Call conversion 4 X average site conversion
Future plans to expand Click to chat and Click to call to 24 hours and
multi-lingual
62
Best Practices amp Next Steps
64
Consider Risks of Standalone Chat
Chat is in the ldquolimelightrdquo because of its appeal to younger buyers and some of the ldquomythsrdquo discussed earlier
Chat alone will fail to capture all sales analysts estimate 10 incremental exposure by offering Voice amp Chat
Analyst data and ATG data shows that conversion rates for Chat double when escalated to Voice
Requiring Chatters to dial a 1-800 number will force them to ldquostart overrdquo with a new agent resulting in lost sales
65
Start With Voice Then Add Chat
Fast ROI with no capital investments (no software same agents same call center infrastructure)
Learn what Web pages and channels are driving the most demand for live help
Learn what triggers are driving the most usage and revenue lift
ndash Hovering on a page
ndash Cursor movement
ndash Transaction stage or value
ndash Error messages
ndash Null search results
Prepare for Chat investment while reaping value of Voice
66
What To Look For in a Live Help Provider
Proven scalable successful Voice amp Chat deployments
Strong targeting and measurement (conversion rate average sale price customer surveys)
Voice integration with existing call center ndash no software or equipment upgrades
Seamless escalation from Voice to Chat (same agent same context no starting over)
Self-service Web portal for live help button creation targeting amp reporting
Strong client services group with expertise to help you grow revenue with live help
QampA
Download the Live Help Whitepaper at
httpwwwatgcomlive-help
Or contact us at salesatgcom
Thank You
34
Live Voice is not a 1-800 number By targeting Voice help to high value or potentially abandoning customers the resulting sales lift delivers near immediate ROI
According to Gartner Chat can reduce service costs but only when agents handle 3+ chats at a time
For complex sales or service Voice can deliver higher ROI than Chat because agents can handle only 1-2 simultaneous Chats
Reality
Both Voice amp Chat Deliver ROI for the Right
Interactions
35
Myth 3
Voice Is Better for Sales Chat Is Better for Service
36
Reality
For simple low-cost sales (eg books) Chat often delivers higher ROI than Voice
For more complex or moderate-to-high-priced sales Voice often delivers higher ROI than Chat
Targeting Voice to high-value customers and Chat to lower-value customers can deliver the highest sales ROI
Common service questions are ideal for Chat agents can use ldquocannedrdquo responses to shorten and handle multiple chats
Complex service requirements are more profitably handled by Voice particularly when up-sell opportunities exist
Voice amp Chat Can Both Deliver ROI for
Sales and Service
37
ATG Click to Call amp Click to ChatCustomer Data
Innovative Companies Maximizing Interactions With Voice amp Chat
39
Retail Sales
40
Retail Sales
41
Retail Sales
42
Travel Sales
43
Travel Sales
44
Travel Sales
45
Banking (Sales)
46
Banking (Sales)
47
Banking (Sales)
48
Banking (Sales)
49
Banking (Sales)
50
Banking (Sales)
51
Banking (Service)
52
Banking (Service)
53
Banking (Service)
54
MotoSport
55
MotoSport
56
MotoSport
Live Help Case Study MotoSport
58
59
1 About MotoSport
2 Business challenges which were met with Click to chat and Click to Call
3 Benefitsresults of working with both
59
60
About MotoSport
60
bull MotoSport is one of the fastest growing online retailers of power sports apparel
motorcycle parts and accessories
bull Most company staff including Customer Contact Center are experienced riders ndash use
our products
61
Unique Business Challenges Met with Live Help
Multiple storefronts one web site some products common
Many technically complex products with different seasonality
ndash Correct matching of MakeModelYear to parts critical in improving customer confidence and reducing returns
ndash Live access to our experienced staff represent a competitive advantage
61
62
Experience from Using eStara Click to Chat and Click to Call
Enables MotoSport to leverage the expertise of its staff to improve
conversion and Average Order Value
Click to chat and click to call deployed on all product detail pages
Averaging over 500 click to chat and 120 click to call sessions per
week
Chat conversion 3 X average site conversion
Call conversion 4 X average site conversion
Future plans to expand Click to chat and Click to call to 24 hours and
multi-lingual
62
Best Practices amp Next Steps
64
Consider Risks of Standalone Chat
Chat is in the ldquolimelightrdquo because of its appeal to younger buyers and some of the ldquomythsrdquo discussed earlier
Chat alone will fail to capture all sales analysts estimate 10 incremental exposure by offering Voice amp Chat
Analyst data and ATG data shows that conversion rates for Chat double when escalated to Voice
Requiring Chatters to dial a 1-800 number will force them to ldquostart overrdquo with a new agent resulting in lost sales
65
Start With Voice Then Add Chat
Fast ROI with no capital investments (no software same agents same call center infrastructure)
Learn what Web pages and channels are driving the most demand for live help
Learn what triggers are driving the most usage and revenue lift
ndash Hovering on a page
ndash Cursor movement
ndash Transaction stage or value
ndash Error messages
ndash Null search results
Prepare for Chat investment while reaping value of Voice
66
What To Look For in a Live Help Provider
Proven scalable successful Voice amp Chat deployments
Strong targeting and measurement (conversion rate average sale price customer surveys)
Voice integration with existing call center ndash no software or equipment upgrades
Seamless escalation from Voice to Chat (same agent same context no starting over)
Self-service Web portal for live help button creation targeting amp reporting
Strong client services group with expertise to help you grow revenue with live help
QampA
Download the Live Help Whitepaper at
httpwwwatgcomlive-help
Or contact us at salesatgcom
Thank You
35
Myth 3
Voice Is Better for Sales Chat Is Better for Service
36
Reality
For simple low-cost sales (eg books) Chat often delivers higher ROI than Voice
For more complex or moderate-to-high-priced sales Voice often delivers higher ROI than Chat
Targeting Voice to high-value customers and Chat to lower-value customers can deliver the highest sales ROI
Common service questions are ideal for Chat agents can use ldquocannedrdquo responses to shorten and handle multiple chats
Complex service requirements are more profitably handled by Voice particularly when up-sell opportunities exist
Voice amp Chat Can Both Deliver ROI for
Sales and Service
37
ATG Click to Call amp Click to ChatCustomer Data
Innovative Companies Maximizing Interactions With Voice amp Chat
39
Retail Sales
40
Retail Sales
41
Retail Sales
42
Travel Sales
43
Travel Sales
44
Travel Sales
45
Banking (Sales)
46
Banking (Sales)
47
Banking (Sales)
48
Banking (Sales)
49
Banking (Sales)
50
Banking (Sales)
51
Banking (Service)
52
Banking (Service)
53
Banking (Service)
54
MotoSport
55
MotoSport
56
MotoSport
Live Help Case Study MotoSport
58
59
1 About MotoSport
2 Business challenges which were met with Click to chat and Click to Call
3 Benefitsresults of working with both
59
60
About MotoSport
60
bull MotoSport is one of the fastest growing online retailers of power sports apparel
motorcycle parts and accessories
bull Most company staff including Customer Contact Center are experienced riders ndash use
our products
61
Unique Business Challenges Met with Live Help
Multiple storefronts one web site some products common
Many technically complex products with different seasonality
ndash Correct matching of MakeModelYear to parts critical in improving customer confidence and reducing returns
ndash Live access to our experienced staff represent a competitive advantage
61
62
Experience from Using eStara Click to Chat and Click to Call
Enables MotoSport to leverage the expertise of its staff to improve
conversion and Average Order Value
Click to chat and click to call deployed on all product detail pages
Averaging over 500 click to chat and 120 click to call sessions per
week
Chat conversion 3 X average site conversion
Call conversion 4 X average site conversion
Future plans to expand Click to chat and Click to call to 24 hours and
multi-lingual
62
Best Practices amp Next Steps
64
Consider Risks of Standalone Chat
Chat is in the ldquolimelightrdquo because of its appeal to younger buyers and some of the ldquomythsrdquo discussed earlier
Chat alone will fail to capture all sales analysts estimate 10 incremental exposure by offering Voice amp Chat
Analyst data and ATG data shows that conversion rates for Chat double when escalated to Voice
Requiring Chatters to dial a 1-800 number will force them to ldquostart overrdquo with a new agent resulting in lost sales
65
Start With Voice Then Add Chat
Fast ROI with no capital investments (no software same agents same call center infrastructure)
Learn what Web pages and channels are driving the most demand for live help
Learn what triggers are driving the most usage and revenue lift
ndash Hovering on a page
ndash Cursor movement
ndash Transaction stage or value
ndash Error messages
ndash Null search results
Prepare for Chat investment while reaping value of Voice
66
What To Look For in a Live Help Provider
Proven scalable successful Voice amp Chat deployments
Strong targeting and measurement (conversion rate average sale price customer surveys)
Voice integration with existing call center ndash no software or equipment upgrades
Seamless escalation from Voice to Chat (same agent same context no starting over)
Self-service Web portal for live help button creation targeting amp reporting
Strong client services group with expertise to help you grow revenue with live help
QampA
Download the Live Help Whitepaper at
httpwwwatgcomlive-help
Or contact us at salesatgcom
Thank You
36
Reality
For simple low-cost sales (eg books) Chat often delivers higher ROI than Voice
For more complex or moderate-to-high-priced sales Voice often delivers higher ROI than Chat
Targeting Voice to high-value customers and Chat to lower-value customers can deliver the highest sales ROI
Common service questions are ideal for Chat agents can use ldquocannedrdquo responses to shorten and handle multiple chats
Complex service requirements are more profitably handled by Voice particularly when up-sell opportunities exist
Voice amp Chat Can Both Deliver ROI for
Sales and Service
37
ATG Click to Call amp Click to ChatCustomer Data
Innovative Companies Maximizing Interactions With Voice amp Chat
39
Retail Sales
40
Retail Sales
41
Retail Sales
42
Travel Sales
43
Travel Sales
44
Travel Sales
45
Banking (Sales)
46
Banking (Sales)
47
Banking (Sales)
48
Banking (Sales)
49
Banking (Sales)
50
Banking (Sales)
51
Banking (Service)
52
Banking (Service)
53
Banking (Service)
54
MotoSport
55
MotoSport
56
MotoSport
Live Help Case Study MotoSport
58
59
1 About MotoSport
2 Business challenges which were met with Click to chat and Click to Call
3 Benefitsresults of working with both
59
60
About MotoSport
60
bull MotoSport is one of the fastest growing online retailers of power sports apparel
motorcycle parts and accessories
bull Most company staff including Customer Contact Center are experienced riders ndash use
our products
61
Unique Business Challenges Met with Live Help
Multiple storefronts one web site some products common
Many technically complex products with different seasonality
ndash Correct matching of MakeModelYear to parts critical in improving customer confidence and reducing returns
ndash Live access to our experienced staff represent a competitive advantage
61
62
Experience from Using eStara Click to Chat and Click to Call
Enables MotoSport to leverage the expertise of its staff to improve
conversion and Average Order Value
Click to chat and click to call deployed on all product detail pages
Averaging over 500 click to chat and 120 click to call sessions per
week
Chat conversion 3 X average site conversion
Call conversion 4 X average site conversion
Future plans to expand Click to chat and Click to call to 24 hours and
multi-lingual
62
Best Practices amp Next Steps
64
Consider Risks of Standalone Chat
Chat is in the ldquolimelightrdquo because of its appeal to younger buyers and some of the ldquomythsrdquo discussed earlier
Chat alone will fail to capture all sales analysts estimate 10 incremental exposure by offering Voice amp Chat
Analyst data and ATG data shows that conversion rates for Chat double when escalated to Voice
Requiring Chatters to dial a 1-800 number will force them to ldquostart overrdquo with a new agent resulting in lost sales
65
Start With Voice Then Add Chat
Fast ROI with no capital investments (no software same agents same call center infrastructure)
Learn what Web pages and channels are driving the most demand for live help
Learn what triggers are driving the most usage and revenue lift
ndash Hovering on a page
ndash Cursor movement
ndash Transaction stage or value
ndash Error messages
ndash Null search results
Prepare for Chat investment while reaping value of Voice
66
What To Look For in a Live Help Provider
Proven scalable successful Voice amp Chat deployments
Strong targeting and measurement (conversion rate average sale price customer surveys)
Voice integration with existing call center ndash no software or equipment upgrades
Seamless escalation from Voice to Chat (same agent same context no starting over)
Self-service Web portal for live help button creation targeting amp reporting
Strong client services group with expertise to help you grow revenue with live help
QampA
Download the Live Help Whitepaper at
httpwwwatgcomlive-help
Or contact us at salesatgcom
Thank You
37
ATG Click to Call amp Click to ChatCustomer Data
Innovative Companies Maximizing Interactions With Voice amp Chat
39
Retail Sales
40
Retail Sales
41
Retail Sales
42
Travel Sales
43
Travel Sales
44
Travel Sales
45
Banking (Sales)
46
Banking (Sales)
47
Banking (Sales)
48
Banking (Sales)
49
Banking (Sales)
50
Banking (Sales)
51
Banking (Service)
52
Banking (Service)
53
Banking (Service)
54
MotoSport
55
MotoSport
56
MotoSport
Live Help Case Study MotoSport
58
59
1 About MotoSport
2 Business challenges which were met with Click to chat and Click to Call
3 Benefitsresults of working with both
59
60
About MotoSport
60
bull MotoSport is one of the fastest growing online retailers of power sports apparel
motorcycle parts and accessories
bull Most company staff including Customer Contact Center are experienced riders ndash use
our products
61
Unique Business Challenges Met with Live Help
Multiple storefronts one web site some products common
Many technically complex products with different seasonality
ndash Correct matching of MakeModelYear to parts critical in improving customer confidence and reducing returns
ndash Live access to our experienced staff represent a competitive advantage
61
62
Experience from Using eStara Click to Chat and Click to Call
Enables MotoSport to leverage the expertise of its staff to improve
conversion and Average Order Value
Click to chat and click to call deployed on all product detail pages
Averaging over 500 click to chat and 120 click to call sessions per
week
Chat conversion 3 X average site conversion
Call conversion 4 X average site conversion
Future plans to expand Click to chat and Click to call to 24 hours and
multi-lingual
62
Best Practices amp Next Steps
64
Consider Risks of Standalone Chat
Chat is in the ldquolimelightrdquo because of its appeal to younger buyers and some of the ldquomythsrdquo discussed earlier
Chat alone will fail to capture all sales analysts estimate 10 incremental exposure by offering Voice amp Chat
Analyst data and ATG data shows that conversion rates for Chat double when escalated to Voice
Requiring Chatters to dial a 1-800 number will force them to ldquostart overrdquo with a new agent resulting in lost sales
65
Start With Voice Then Add Chat
Fast ROI with no capital investments (no software same agents same call center infrastructure)
Learn what Web pages and channels are driving the most demand for live help
Learn what triggers are driving the most usage and revenue lift
ndash Hovering on a page
ndash Cursor movement
ndash Transaction stage or value
ndash Error messages
ndash Null search results
Prepare for Chat investment while reaping value of Voice
66
What To Look For in a Live Help Provider
Proven scalable successful Voice amp Chat deployments
Strong targeting and measurement (conversion rate average sale price customer surveys)
Voice integration with existing call center ndash no software or equipment upgrades
Seamless escalation from Voice to Chat (same agent same context no starting over)
Self-service Web portal for live help button creation targeting amp reporting
Strong client services group with expertise to help you grow revenue with live help
QampA
Download the Live Help Whitepaper at
httpwwwatgcomlive-help
Or contact us at salesatgcom
Thank You
Innovative Companies Maximizing Interactions With Voice amp Chat
39
Retail Sales
40
Retail Sales
41
Retail Sales
42
Travel Sales
43
Travel Sales
44
Travel Sales
45
Banking (Sales)
46
Banking (Sales)
47
Banking (Sales)
48
Banking (Sales)
49
Banking (Sales)
50
Banking (Sales)
51
Banking (Service)
52
Banking (Service)
53
Banking (Service)
54
MotoSport
55
MotoSport
56
MotoSport
Live Help Case Study MotoSport
58
59
1 About MotoSport
2 Business challenges which were met with Click to chat and Click to Call
3 Benefitsresults of working with both
59
60
About MotoSport
60
bull MotoSport is one of the fastest growing online retailers of power sports apparel
motorcycle parts and accessories
bull Most company staff including Customer Contact Center are experienced riders ndash use
our products
61
Unique Business Challenges Met with Live Help
Multiple storefronts one web site some products common
Many technically complex products with different seasonality
ndash Correct matching of MakeModelYear to parts critical in improving customer confidence and reducing returns
ndash Live access to our experienced staff represent a competitive advantage
61
62
Experience from Using eStara Click to Chat and Click to Call
Enables MotoSport to leverage the expertise of its staff to improve
conversion and Average Order Value
Click to chat and click to call deployed on all product detail pages
Averaging over 500 click to chat and 120 click to call sessions per
week
Chat conversion 3 X average site conversion
Call conversion 4 X average site conversion
Future plans to expand Click to chat and Click to call to 24 hours and
multi-lingual
62
Best Practices amp Next Steps
64
Consider Risks of Standalone Chat
Chat is in the ldquolimelightrdquo because of its appeal to younger buyers and some of the ldquomythsrdquo discussed earlier
Chat alone will fail to capture all sales analysts estimate 10 incremental exposure by offering Voice amp Chat
Analyst data and ATG data shows that conversion rates for Chat double when escalated to Voice
Requiring Chatters to dial a 1-800 number will force them to ldquostart overrdquo with a new agent resulting in lost sales
65
Start With Voice Then Add Chat
Fast ROI with no capital investments (no software same agents same call center infrastructure)
Learn what Web pages and channels are driving the most demand for live help
Learn what triggers are driving the most usage and revenue lift
ndash Hovering on a page
ndash Cursor movement
ndash Transaction stage or value
ndash Error messages
ndash Null search results
Prepare for Chat investment while reaping value of Voice
66
What To Look For in a Live Help Provider
Proven scalable successful Voice amp Chat deployments
Strong targeting and measurement (conversion rate average sale price customer surveys)
Voice integration with existing call center ndash no software or equipment upgrades
Seamless escalation from Voice to Chat (same agent same context no starting over)
Self-service Web portal for live help button creation targeting amp reporting
Strong client services group with expertise to help you grow revenue with live help
QampA
Download the Live Help Whitepaper at
httpwwwatgcomlive-help
Or contact us at salesatgcom
Thank You
39
Retail Sales
40
Retail Sales
41
Retail Sales
42
Travel Sales
43
Travel Sales
44
Travel Sales
45
Banking (Sales)
46
Banking (Sales)
47
Banking (Sales)
48
Banking (Sales)
49
Banking (Sales)
50
Banking (Sales)
51
Banking (Service)
52
Banking (Service)
53
Banking (Service)
54
MotoSport
55
MotoSport
56
MotoSport
Live Help Case Study MotoSport
58
59
1 About MotoSport
2 Business challenges which were met with Click to chat and Click to Call
3 Benefitsresults of working with both
59
60
About MotoSport
60
bull MotoSport is one of the fastest growing online retailers of power sports apparel
motorcycle parts and accessories
bull Most company staff including Customer Contact Center are experienced riders ndash use
our products
61
Unique Business Challenges Met with Live Help
Multiple storefronts one web site some products common
Many technically complex products with different seasonality
ndash Correct matching of MakeModelYear to parts critical in improving customer confidence and reducing returns
ndash Live access to our experienced staff represent a competitive advantage
61
62
Experience from Using eStara Click to Chat and Click to Call
Enables MotoSport to leverage the expertise of its staff to improve
conversion and Average Order Value
Click to chat and click to call deployed on all product detail pages
Averaging over 500 click to chat and 120 click to call sessions per
week
Chat conversion 3 X average site conversion
Call conversion 4 X average site conversion
Future plans to expand Click to chat and Click to call to 24 hours and
multi-lingual
62
Best Practices amp Next Steps
64
Consider Risks of Standalone Chat
Chat is in the ldquolimelightrdquo because of its appeal to younger buyers and some of the ldquomythsrdquo discussed earlier
Chat alone will fail to capture all sales analysts estimate 10 incremental exposure by offering Voice amp Chat
Analyst data and ATG data shows that conversion rates for Chat double when escalated to Voice
Requiring Chatters to dial a 1-800 number will force them to ldquostart overrdquo with a new agent resulting in lost sales
65
Start With Voice Then Add Chat
Fast ROI with no capital investments (no software same agents same call center infrastructure)
Learn what Web pages and channels are driving the most demand for live help
Learn what triggers are driving the most usage and revenue lift
ndash Hovering on a page
ndash Cursor movement
ndash Transaction stage or value
ndash Error messages
ndash Null search results
Prepare for Chat investment while reaping value of Voice
66
What To Look For in a Live Help Provider
Proven scalable successful Voice amp Chat deployments
Strong targeting and measurement (conversion rate average sale price customer surveys)
Voice integration with existing call center ndash no software or equipment upgrades
Seamless escalation from Voice to Chat (same agent same context no starting over)
Self-service Web portal for live help button creation targeting amp reporting
Strong client services group with expertise to help you grow revenue with live help
QampA
Download the Live Help Whitepaper at
httpwwwatgcomlive-help
Or contact us at salesatgcom
Thank You
40
Retail Sales
41
Retail Sales
42
Travel Sales
43
Travel Sales
44
Travel Sales
45
Banking (Sales)
46
Banking (Sales)
47
Banking (Sales)
48
Banking (Sales)
49
Banking (Sales)
50
Banking (Sales)
51
Banking (Service)
52
Banking (Service)
53
Banking (Service)
54
MotoSport
55
MotoSport
56
MotoSport
Live Help Case Study MotoSport
58
59
1 About MotoSport
2 Business challenges which were met with Click to chat and Click to Call
3 Benefitsresults of working with both
59
60
About MotoSport
60
bull MotoSport is one of the fastest growing online retailers of power sports apparel
motorcycle parts and accessories
bull Most company staff including Customer Contact Center are experienced riders ndash use
our products
61
Unique Business Challenges Met with Live Help
Multiple storefronts one web site some products common
Many technically complex products with different seasonality
ndash Correct matching of MakeModelYear to parts critical in improving customer confidence and reducing returns
ndash Live access to our experienced staff represent a competitive advantage
61
62
Experience from Using eStara Click to Chat and Click to Call
Enables MotoSport to leverage the expertise of its staff to improve
conversion and Average Order Value
Click to chat and click to call deployed on all product detail pages
Averaging over 500 click to chat and 120 click to call sessions per
week
Chat conversion 3 X average site conversion
Call conversion 4 X average site conversion
Future plans to expand Click to chat and Click to call to 24 hours and
multi-lingual
62
Best Practices amp Next Steps
64
Consider Risks of Standalone Chat
Chat is in the ldquolimelightrdquo because of its appeal to younger buyers and some of the ldquomythsrdquo discussed earlier
Chat alone will fail to capture all sales analysts estimate 10 incremental exposure by offering Voice amp Chat
Analyst data and ATG data shows that conversion rates for Chat double when escalated to Voice
Requiring Chatters to dial a 1-800 number will force them to ldquostart overrdquo with a new agent resulting in lost sales
65
Start With Voice Then Add Chat
Fast ROI with no capital investments (no software same agents same call center infrastructure)
Learn what Web pages and channels are driving the most demand for live help
Learn what triggers are driving the most usage and revenue lift
ndash Hovering on a page
ndash Cursor movement
ndash Transaction stage or value
ndash Error messages
ndash Null search results
Prepare for Chat investment while reaping value of Voice
66
What To Look For in a Live Help Provider
Proven scalable successful Voice amp Chat deployments
Strong targeting and measurement (conversion rate average sale price customer surveys)
Voice integration with existing call center ndash no software or equipment upgrades
Seamless escalation from Voice to Chat (same agent same context no starting over)
Self-service Web portal for live help button creation targeting amp reporting
Strong client services group with expertise to help you grow revenue with live help
QampA
Download the Live Help Whitepaper at
httpwwwatgcomlive-help
Or contact us at salesatgcom
Thank You
41
Retail Sales
42
Travel Sales
43
Travel Sales
44
Travel Sales
45
Banking (Sales)
46
Banking (Sales)
47
Banking (Sales)
48
Banking (Sales)
49
Banking (Sales)
50
Banking (Sales)
51
Banking (Service)
52
Banking (Service)
53
Banking (Service)
54
MotoSport
55
MotoSport
56
MotoSport
Live Help Case Study MotoSport
58
59
1 About MotoSport
2 Business challenges which were met with Click to chat and Click to Call
3 Benefitsresults of working with both
59
60
About MotoSport
60
bull MotoSport is one of the fastest growing online retailers of power sports apparel
motorcycle parts and accessories
bull Most company staff including Customer Contact Center are experienced riders ndash use
our products
61
Unique Business Challenges Met with Live Help
Multiple storefronts one web site some products common
Many technically complex products with different seasonality
ndash Correct matching of MakeModelYear to parts critical in improving customer confidence and reducing returns
ndash Live access to our experienced staff represent a competitive advantage
61
62
Experience from Using eStara Click to Chat and Click to Call
Enables MotoSport to leverage the expertise of its staff to improve
conversion and Average Order Value
Click to chat and click to call deployed on all product detail pages
Averaging over 500 click to chat and 120 click to call sessions per
week
Chat conversion 3 X average site conversion
Call conversion 4 X average site conversion
Future plans to expand Click to chat and Click to call to 24 hours and
multi-lingual
62
Best Practices amp Next Steps
64
Consider Risks of Standalone Chat
Chat is in the ldquolimelightrdquo because of its appeal to younger buyers and some of the ldquomythsrdquo discussed earlier
Chat alone will fail to capture all sales analysts estimate 10 incremental exposure by offering Voice amp Chat
Analyst data and ATG data shows that conversion rates for Chat double when escalated to Voice
Requiring Chatters to dial a 1-800 number will force them to ldquostart overrdquo with a new agent resulting in lost sales
65
Start With Voice Then Add Chat
Fast ROI with no capital investments (no software same agents same call center infrastructure)
Learn what Web pages and channels are driving the most demand for live help
Learn what triggers are driving the most usage and revenue lift
ndash Hovering on a page
ndash Cursor movement
ndash Transaction stage or value
ndash Error messages
ndash Null search results
Prepare for Chat investment while reaping value of Voice
66
What To Look For in a Live Help Provider
Proven scalable successful Voice amp Chat deployments
Strong targeting and measurement (conversion rate average sale price customer surveys)
Voice integration with existing call center ndash no software or equipment upgrades
Seamless escalation from Voice to Chat (same agent same context no starting over)
Self-service Web portal for live help button creation targeting amp reporting
Strong client services group with expertise to help you grow revenue with live help
QampA
Download the Live Help Whitepaper at
httpwwwatgcomlive-help
Or contact us at salesatgcom
Thank You
42
Travel Sales
43
Travel Sales
44
Travel Sales
45
Banking (Sales)
46
Banking (Sales)
47
Banking (Sales)
48
Banking (Sales)
49
Banking (Sales)
50
Banking (Sales)
51
Banking (Service)
52
Banking (Service)
53
Banking (Service)
54
MotoSport
55
MotoSport
56
MotoSport
Live Help Case Study MotoSport
58
59
1 About MotoSport
2 Business challenges which were met with Click to chat and Click to Call
3 Benefitsresults of working with both
59
60
About MotoSport
60
bull MotoSport is one of the fastest growing online retailers of power sports apparel
motorcycle parts and accessories
bull Most company staff including Customer Contact Center are experienced riders ndash use
our products
61
Unique Business Challenges Met with Live Help
Multiple storefronts one web site some products common
Many technically complex products with different seasonality
ndash Correct matching of MakeModelYear to parts critical in improving customer confidence and reducing returns
ndash Live access to our experienced staff represent a competitive advantage
61
62
Experience from Using eStara Click to Chat and Click to Call
Enables MotoSport to leverage the expertise of its staff to improve
conversion and Average Order Value
Click to chat and click to call deployed on all product detail pages
Averaging over 500 click to chat and 120 click to call sessions per
week
Chat conversion 3 X average site conversion
Call conversion 4 X average site conversion
Future plans to expand Click to chat and Click to call to 24 hours and
multi-lingual
62
Best Practices amp Next Steps
64
Consider Risks of Standalone Chat
Chat is in the ldquolimelightrdquo because of its appeal to younger buyers and some of the ldquomythsrdquo discussed earlier
Chat alone will fail to capture all sales analysts estimate 10 incremental exposure by offering Voice amp Chat
Analyst data and ATG data shows that conversion rates for Chat double when escalated to Voice
Requiring Chatters to dial a 1-800 number will force them to ldquostart overrdquo with a new agent resulting in lost sales
65
Start With Voice Then Add Chat
Fast ROI with no capital investments (no software same agents same call center infrastructure)
Learn what Web pages and channels are driving the most demand for live help
Learn what triggers are driving the most usage and revenue lift
ndash Hovering on a page
ndash Cursor movement
ndash Transaction stage or value
ndash Error messages
ndash Null search results
Prepare for Chat investment while reaping value of Voice
66
What To Look For in a Live Help Provider
Proven scalable successful Voice amp Chat deployments
Strong targeting and measurement (conversion rate average sale price customer surveys)
Voice integration with existing call center ndash no software or equipment upgrades
Seamless escalation from Voice to Chat (same agent same context no starting over)
Self-service Web portal for live help button creation targeting amp reporting
Strong client services group with expertise to help you grow revenue with live help
QampA
Download the Live Help Whitepaper at
httpwwwatgcomlive-help
Or contact us at salesatgcom
Thank You
43
Travel Sales
44
Travel Sales
45
Banking (Sales)
46
Banking (Sales)
47
Banking (Sales)
48
Banking (Sales)
49
Banking (Sales)
50
Banking (Sales)
51
Banking (Service)
52
Banking (Service)
53
Banking (Service)
54
MotoSport
55
MotoSport
56
MotoSport
Live Help Case Study MotoSport
58
59
1 About MotoSport
2 Business challenges which were met with Click to chat and Click to Call
3 Benefitsresults of working with both
59
60
About MotoSport
60
bull MotoSport is one of the fastest growing online retailers of power sports apparel
motorcycle parts and accessories
bull Most company staff including Customer Contact Center are experienced riders ndash use
our products
61
Unique Business Challenges Met with Live Help
Multiple storefronts one web site some products common
Many technically complex products with different seasonality
ndash Correct matching of MakeModelYear to parts critical in improving customer confidence and reducing returns
ndash Live access to our experienced staff represent a competitive advantage
61
62
Experience from Using eStara Click to Chat and Click to Call
Enables MotoSport to leverage the expertise of its staff to improve
conversion and Average Order Value
Click to chat and click to call deployed on all product detail pages
Averaging over 500 click to chat and 120 click to call sessions per
week
Chat conversion 3 X average site conversion
Call conversion 4 X average site conversion
Future plans to expand Click to chat and Click to call to 24 hours and
multi-lingual
62
Best Practices amp Next Steps
64
Consider Risks of Standalone Chat
Chat is in the ldquolimelightrdquo because of its appeal to younger buyers and some of the ldquomythsrdquo discussed earlier
Chat alone will fail to capture all sales analysts estimate 10 incremental exposure by offering Voice amp Chat
Analyst data and ATG data shows that conversion rates for Chat double when escalated to Voice
Requiring Chatters to dial a 1-800 number will force them to ldquostart overrdquo with a new agent resulting in lost sales
65
Start With Voice Then Add Chat
Fast ROI with no capital investments (no software same agents same call center infrastructure)
Learn what Web pages and channels are driving the most demand for live help
Learn what triggers are driving the most usage and revenue lift
ndash Hovering on a page
ndash Cursor movement
ndash Transaction stage or value
ndash Error messages
ndash Null search results
Prepare for Chat investment while reaping value of Voice
66
What To Look For in a Live Help Provider
Proven scalable successful Voice amp Chat deployments
Strong targeting and measurement (conversion rate average sale price customer surveys)
Voice integration with existing call center ndash no software or equipment upgrades
Seamless escalation from Voice to Chat (same agent same context no starting over)
Self-service Web portal for live help button creation targeting amp reporting
Strong client services group with expertise to help you grow revenue with live help
QampA
Download the Live Help Whitepaper at
httpwwwatgcomlive-help
Or contact us at salesatgcom
Thank You
44
Travel Sales
45
Banking (Sales)
46
Banking (Sales)
47
Banking (Sales)
48
Banking (Sales)
49
Banking (Sales)
50
Banking (Sales)
51
Banking (Service)
52
Banking (Service)
53
Banking (Service)
54
MotoSport
55
MotoSport
56
MotoSport
Live Help Case Study MotoSport
58
59
1 About MotoSport
2 Business challenges which were met with Click to chat and Click to Call
3 Benefitsresults of working with both
59
60
About MotoSport
60
bull MotoSport is one of the fastest growing online retailers of power sports apparel
motorcycle parts and accessories
bull Most company staff including Customer Contact Center are experienced riders ndash use
our products
61
Unique Business Challenges Met with Live Help
Multiple storefronts one web site some products common
Many technically complex products with different seasonality
ndash Correct matching of MakeModelYear to parts critical in improving customer confidence and reducing returns
ndash Live access to our experienced staff represent a competitive advantage
61
62
Experience from Using eStara Click to Chat and Click to Call
Enables MotoSport to leverage the expertise of its staff to improve
conversion and Average Order Value
Click to chat and click to call deployed on all product detail pages
Averaging over 500 click to chat and 120 click to call sessions per
week
Chat conversion 3 X average site conversion
Call conversion 4 X average site conversion
Future plans to expand Click to chat and Click to call to 24 hours and
multi-lingual
62
Best Practices amp Next Steps
64
Consider Risks of Standalone Chat
Chat is in the ldquolimelightrdquo because of its appeal to younger buyers and some of the ldquomythsrdquo discussed earlier
Chat alone will fail to capture all sales analysts estimate 10 incremental exposure by offering Voice amp Chat
Analyst data and ATG data shows that conversion rates for Chat double when escalated to Voice
Requiring Chatters to dial a 1-800 number will force them to ldquostart overrdquo with a new agent resulting in lost sales
65
Start With Voice Then Add Chat
Fast ROI with no capital investments (no software same agents same call center infrastructure)
Learn what Web pages and channels are driving the most demand for live help
Learn what triggers are driving the most usage and revenue lift
ndash Hovering on a page
ndash Cursor movement
ndash Transaction stage or value
ndash Error messages
ndash Null search results
Prepare for Chat investment while reaping value of Voice
66
What To Look For in a Live Help Provider
Proven scalable successful Voice amp Chat deployments
Strong targeting and measurement (conversion rate average sale price customer surveys)
Voice integration with existing call center ndash no software or equipment upgrades
Seamless escalation from Voice to Chat (same agent same context no starting over)
Self-service Web portal for live help button creation targeting amp reporting
Strong client services group with expertise to help you grow revenue with live help
QampA
Download the Live Help Whitepaper at
httpwwwatgcomlive-help
Or contact us at salesatgcom
Thank You
45
Banking (Sales)
46
Banking (Sales)
47
Banking (Sales)
48
Banking (Sales)
49
Banking (Sales)
50
Banking (Sales)
51
Banking (Service)
52
Banking (Service)
53
Banking (Service)
54
MotoSport
55
MotoSport
56
MotoSport
Live Help Case Study MotoSport
58
59
1 About MotoSport
2 Business challenges which were met with Click to chat and Click to Call
3 Benefitsresults of working with both
59
60
About MotoSport
60
bull MotoSport is one of the fastest growing online retailers of power sports apparel
motorcycle parts and accessories
bull Most company staff including Customer Contact Center are experienced riders ndash use
our products
61
Unique Business Challenges Met with Live Help
Multiple storefronts one web site some products common
Many technically complex products with different seasonality
ndash Correct matching of MakeModelYear to parts critical in improving customer confidence and reducing returns
ndash Live access to our experienced staff represent a competitive advantage
61
62
Experience from Using eStara Click to Chat and Click to Call
Enables MotoSport to leverage the expertise of its staff to improve
conversion and Average Order Value
Click to chat and click to call deployed on all product detail pages
Averaging over 500 click to chat and 120 click to call sessions per
week
Chat conversion 3 X average site conversion
Call conversion 4 X average site conversion
Future plans to expand Click to chat and Click to call to 24 hours and
multi-lingual
62
Best Practices amp Next Steps
64
Consider Risks of Standalone Chat
Chat is in the ldquolimelightrdquo because of its appeal to younger buyers and some of the ldquomythsrdquo discussed earlier
Chat alone will fail to capture all sales analysts estimate 10 incremental exposure by offering Voice amp Chat
Analyst data and ATG data shows that conversion rates for Chat double when escalated to Voice
Requiring Chatters to dial a 1-800 number will force them to ldquostart overrdquo with a new agent resulting in lost sales
65
Start With Voice Then Add Chat
Fast ROI with no capital investments (no software same agents same call center infrastructure)
Learn what Web pages and channels are driving the most demand for live help
Learn what triggers are driving the most usage and revenue lift
ndash Hovering on a page
ndash Cursor movement
ndash Transaction stage or value
ndash Error messages
ndash Null search results
Prepare for Chat investment while reaping value of Voice
66
What To Look For in a Live Help Provider
Proven scalable successful Voice amp Chat deployments
Strong targeting and measurement (conversion rate average sale price customer surveys)
Voice integration with existing call center ndash no software or equipment upgrades
Seamless escalation from Voice to Chat (same agent same context no starting over)
Self-service Web portal for live help button creation targeting amp reporting
Strong client services group with expertise to help you grow revenue with live help
QampA
Download the Live Help Whitepaper at
httpwwwatgcomlive-help
Or contact us at salesatgcom
Thank You
46
Banking (Sales)
47
Banking (Sales)
48
Banking (Sales)
49
Banking (Sales)
50
Banking (Sales)
51
Banking (Service)
52
Banking (Service)
53
Banking (Service)
54
MotoSport
55
MotoSport
56
MotoSport
Live Help Case Study MotoSport
58
59
1 About MotoSport
2 Business challenges which were met with Click to chat and Click to Call
3 Benefitsresults of working with both
59
60
About MotoSport
60
bull MotoSport is one of the fastest growing online retailers of power sports apparel
motorcycle parts and accessories
bull Most company staff including Customer Contact Center are experienced riders ndash use
our products
61
Unique Business Challenges Met with Live Help
Multiple storefronts one web site some products common
Many technically complex products with different seasonality
ndash Correct matching of MakeModelYear to parts critical in improving customer confidence and reducing returns
ndash Live access to our experienced staff represent a competitive advantage
61
62
Experience from Using eStara Click to Chat and Click to Call
Enables MotoSport to leverage the expertise of its staff to improve
conversion and Average Order Value
Click to chat and click to call deployed on all product detail pages
Averaging over 500 click to chat and 120 click to call sessions per
week
Chat conversion 3 X average site conversion
Call conversion 4 X average site conversion
Future plans to expand Click to chat and Click to call to 24 hours and
multi-lingual
62
Best Practices amp Next Steps
64
Consider Risks of Standalone Chat
Chat is in the ldquolimelightrdquo because of its appeal to younger buyers and some of the ldquomythsrdquo discussed earlier
Chat alone will fail to capture all sales analysts estimate 10 incremental exposure by offering Voice amp Chat
Analyst data and ATG data shows that conversion rates for Chat double when escalated to Voice
Requiring Chatters to dial a 1-800 number will force them to ldquostart overrdquo with a new agent resulting in lost sales
65
Start With Voice Then Add Chat
Fast ROI with no capital investments (no software same agents same call center infrastructure)
Learn what Web pages and channels are driving the most demand for live help
Learn what triggers are driving the most usage and revenue lift
ndash Hovering on a page
ndash Cursor movement
ndash Transaction stage or value
ndash Error messages
ndash Null search results
Prepare for Chat investment while reaping value of Voice
66
What To Look For in a Live Help Provider
Proven scalable successful Voice amp Chat deployments
Strong targeting and measurement (conversion rate average sale price customer surveys)
Voice integration with existing call center ndash no software or equipment upgrades
Seamless escalation from Voice to Chat (same agent same context no starting over)
Self-service Web portal for live help button creation targeting amp reporting
Strong client services group with expertise to help you grow revenue with live help
QampA
Download the Live Help Whitepaper at
httpwwwatgcomlive-help
Or contact us at salesatgcom
Thank You
47
Banking (Sales)
48
Banking (Sales)
49
Banking (Sales)
50
Banking (Sales)
51
Banking (Service)
52
Banking (Service)
53
Banking (Service)
54
MotoSport
55
MotoSport
56
MotoSport
Live Help Case Study MotoSport
58
59
1 About MotoSport
2 Business challenges which were met with Click to chat and Click to Call
3 Benefitsresults of working with both
59
60
About MotoSport
60
bull MotoSport is one of the fastest growing online retailers of power sports apparel
motorcycle parts and accessories
bull Most company staff including Customer Contact Center are experienced riders ndash use
our products
61
Unique Business Challenges Met with Live Help
Multiple storefronts one web site some products common
Many technically complex products with different seasonality
ndash Correct matching of MakeModelYear to parts critical in improving customer confidence and reducing returns
ndash Live access to our experienced staff represent a competitive advantage
61
62
Experience from Using eStara Click to Chat and Click to Call
Enables MotoSport to leverage the expertise of its staff to improve
conversion and Average Order Value
Click to chat and click to call deployed on all product detail pages
Averaging over 500 click to chat and 120 click to call sessions per
week
Chat conversion 3 X average site conversion
Call conversion 4 X average site conversion
Future plans to expand Click to chat and Click to call to 24 hours and
multi-lingual
62
Best Practices amp Next Steps
64
Consider Risks of Standalone Chat
Chat is in the ldquolimelightrdquo because of its appeal to younger buyers and some of the ldquomythsrdquo discussed earlier
Chat alone will fail to capture all sales analysts estimate 10 incremental exposure by offering Voice amp Chat
Analyst data and ATG data shows that conversion rates for Chat double when escalated to Voice
Requiring Chatters to dial a 1-800 number will force them to ldquostart overrdquo with a new agent resulting in lost sales
65
Start With Voice Then Add Chat
Fast ROI with no capital investments (no software same agents same call center infrastructure)
Learn what Web pages and channels are driving the most demand for live help
Learn what triggers are driving the most usage and revenue lift
ndash Hovering on a page
ndash Cursor movement
ndash Transaction stage or value
ndash Error messages
ndash Null search results
Prepare for Chat investment while reaping value of Voice
66
What To Look For in a Live Help Provider
Proven scalable successful Voice amp Chat deployments
Strong targeting and measurement (conversion rate average sale price customer surveys)
Voice integration with existing call center ndash no software or equipment upgrades
Seamless escalation from Voice to Chat (same agent same context no starting over)
Self-service Web portal for live help button creation targeting amp reporting
Strong client services group with expertise to help you grow revenue with live help
QampA
Download the Live Help Whitepaper at
httpwwwatgcomlive-help
Or contact us at salesatgcom
Thank You
48
Banking (Sales)
49
Banking (Sales)
50
Banking (Sales)
51
Banking (Service)
52
Banking (Service)
53
Banking (Service)
54
MotoSport
55
MotoSport
56
MotoSport
Live Help Case Study MotoSport
58
59
1 About MotoSport
2 Business challenges which were met with Click to chat and Click to Call
3 Benefitsresults of working with both
59
60
About MotoSport
60
bull MotoSport is one of the fastest growing online retailers of power sports apparel
motorcycle parts and accessories
bull Most company staff including Customer Contact Center are experienced riders ndash use
our products
61
Unique Business Challenges Met with Live Help
Multiple storefronts one web site some products common
Many technically complex products with different seasonality
ndash Correct matching of MakeModelYear to parts critical in improving customer confidence and reducing returns
ndash Live access to our experienced staff represent a competitive advantage
61
62
Experience from Using eStara Click to Chat and Click to Call
Enables MotoSport to leverage the expertise of its staff to improve
conversion and Average Order Value
Click to chat and click to call deployed on all product detail pages
Averaging over 500 click to chat and 120 click to call sessions per
week
Chat conversion 3 X average site conversion
Call conversion 4 X average site conversion
Future plans to expand Click to chat and Click to call to 24 hours and
multi-lingual
62
Best Practices amp Next Steps
64
Consider Risks of Standalone Chat
Chat is in the ldquolimelightrdquo because of its appeal to younger buyers and some of the ldquomythsrdquo discussed earlier
Chat alone will fail to capture all sales analysts estimate 10 incremental exposure by offering Voice amp Chat
Analyst data and ATG data shows that conversion rates for Chat double when escalated to Voice
Requiring Chatters to dial a 1-800 number will force them to ldquostart overrdquo with a new agent resulting in lost sales
65
Start With Voice Then Add Chat
Fast ROI with no capital investments (no software same agents same call center infrastructure)
Learn what Web pages and channels are driving the most demand for live help
Learn what triggers are driving the most usage and revenue lift
ndash Hovering on a page
ndash Cursor movement
ndash Transaction stage or value
ndash Error messages
ndash Null search results
Prepare for Chat investment while reaping value of Voice
66
What To Look For in a Live Help Provider
Proven scalable successful Voice amp Chat deployments
Strong targeting and measurement (conversion rate average sale price customer surveys)
Voice integration with existing call center ndash no software or equipment upgrades
Seamless escalation from Voice to Chat (same agent same context no starting over)
Self-service Web portal for live help button creation targeting amp reporting
Strong client services group with expertise to help you grow revenue with live help
QampA
Download the Live Help Whitepaper at
httpwwwatgcomlive-help
Or contact us at salesatgcom
Thank You
49
Banking (Sales)
50
Banking (Sales)
51
Banking (Service)
52
Banking (Service)
53
Banking (Service)
54
MotoSport
55
MotoSport
56
MotoSport
Live Help Case Study MotoSport
58
59
1 About MotoSport
2 Business challenges which were met with Click to chat and Click to Call
3 Benefitsresults of working with both
59
60
About MotoSport
60
bull MotoSport is one of the fastest growing online retailers of power sports apparel
motorcycle parts and accessories
bull Most company staff including Customer Contact Center are experienced riders ndash use
our products
61
Unique Business Challenges Met with Live Help
Multiple storefronts one web site some products common
Many technically complex products with different seasonality
ndash Correct matching of MakeModelYear to parts critical in improving customer confidence and reducing returns
ndash Live access to our experienced staff represent a competitive advantage
61
62
Experience from Using eStara Click to Chat and Click to Call
Enables MotoSport to leverage the expertise of its staff to improve
conversion and Average Order Value
Click to chat and click to call deployed on all product detail pages
Averaging over 500 click to chat and 120 click to call sessions per
week
Chat conversion 3 X average site conversion
Call conversion 4 X average site conversion
Future plans to expand Click to chat and Click to call to 24 hours and
multi-lingual
62
Best Practices amp Next Steps
64
Consider Risks of Standalone Chat
Chat is in the ldquolimelightrdquo because of its appeal to younger buyers and some of the ldquomythsrdquo discussed earlier
Chat alone will fail to capture all sales analysts estimate 10 incremental exposure by offering Voice amp Chat
Analyst data and ATG data shows that conversion rates for Chat double when escalated to Voice
Requiring Chatters to dial a 1-800 number will force them to ldquostart overrdquo with a new agent resulting in lost sales
65
Start With Voice Then Add Chat
Fast ROI with no capital investments (no software same agents same call center infrastructure)
Learn what Web pages and channels are driving the most demand for live help
Learn what triggers are driving the most usage and revenue lift
ndash Hovering on a page
ndash Cursor movement
ndash Transaction stage or value
ndash Error messages
ndash Null search results
Prepare for Chat investment while reaping value of Voice
66
What To Look For in a Live Help Provider
Proven scalable successful Voice amp Chat deployments
Strong targeting and measurement (conversion rate average sale price customer surveys)
Voice integration with existing call center ndash no software or equipment upgrades
Seamless escalation from Voice to Chat (same agent same context no starting over)
Self-service Web portal for live help button creation targeting amp reporting
Strong client services group with expertise to help you grow revenue with live help
QampA
Download the Live Help Whitepaper at
httpwwwatgcomlive-help
Or contact us at salesatgcom
Thank You
50
Banking (Sales)
51
Banking (Service)
52
Banking (Service)
53
Banking (Service)
54
MotoSport
55
MotoSport
56
MotoSport
Live Help Case Study MotoSport
58
59
1 About MotoSport
2 Business challenges which were met with Click to chat and Click to Call
3 Benefitsresults of working with both
59
60
About MotoSport
60
bull MotoSport is one of the fastest growing online retailers of power sports apparel
motorcycle parts and accessories
bull Most company staff including Customer Contact Center are experienced riders ndash use
our products
61
Unique Business Challenges Met with Live Help
Multiple storefronts one web site some products common
Many technically complex products with different seasonality
ndash Correct matching of MakeModelYear to parts critical in improving customer confidence and reducing returns
ndash Live access to our experienced staff represent a competitive advantage
61
62
Experience from Using eStara Click to Chat and Click to Call
Enables MotoSport to leverage the expertise of its staff to improve
conversion and Average Order Value
Click to chat and click to call deployed on all product detail pages
Averaging over 500 click to chat and 120 click to call sessions per
week
Chat conversion 3 X average site conversion
Call conversion 4 X average site conversion
Future plans to expand Click to chat and Click to call to 24 hours and
multi-lingual
62
Best Practices amp Next Steps
64
Consider Risks of Standalone Chat
Chat is in the ldquolimelightrdquo because of its appeal to younger buyers and some of the ldquomythsrdquo discussed earlier
Chat alone will fail to capture all sales analysts estimate 10 incremental exposure by offering Voice amp Chat
Analyst data and ATG data shows that conversion rates for Chat double when escalated to Voice
Requiring Chatters to dial a 1-800 number will force them to ldquostart overrdquo with a new agent resulting in lost sales
65
Start With Voice Then Add Chat
Fast ROI with no capital investments (no software same agents same call center infrastructure)
Learn what Web pages and channels are driving the most demand for live help
Learn what triggers are driving the most usage and revenue lift
ndash Hovering on a page
ndash Cursor movement
ndash Transaction stage or value
ndash Error messages
ndash Null search results
Prepare for Chat investment while reaping value of Voice
66
What To Look For in a Live Help Provider
Proven scalable successful Voice amp Chat deployments
Strong targeting and measurement (conversion rate average sale price customer surveys)
Voice integration with existing call center ndash no software or equipment upgrades
Seamless escalation from Voice to Chat (same agent same context no starting over)
Self-service Web portal for live help button creation targeting amp reporting
Strong client services group with expertise to help you grow revenue with live help
QampA
Download the Live Help Whitepaper at
httpwwwatgcomlive-help
Or contact us at salesatgcom
Thank You
51
Banking (Service)
52
Banking (Service)
53
Banking (Service)
54
MotoSport
55
MotoSport
56
MotoSport
Live Help Case Study MotoSport
58
59
1 About MotoSport
2 Business challenges which were met with Click to chat and Click to Call
3 Benefitsresults of working with both
59
60
About MotoSport
60
bull MotoSport is one of the fastest growing online retailers of power sports apparel
motorcycle parts and accessories
bull Most company staff including Customer Contact Center are experienced riders ndash use
our products
61
Unique Business Challenges Met with Live Help
Multiple storefronts one web site some products common
Many technically complex products with different seasonality
ndash Correct matching of MakeModelYear to parts critical in improving customer confidence and reducing returns
ndash Live access to our experienced staff represent a competitive advantage
61
62
Experience from Using eStara Click to Chat and Click to Call
Enables MotoSport to leverage the expertise of its staff to improve
conversion and Average Order Value
Click to chat and click to call deployed on all product detail pages
Averaging over 500 click to chat and 120 click to call sessions per
week
Chat conversion 3 X average site conversion
Call conversion 4 X average site conversion
Future plans to expand Click to chat and Click to call to 24 hours and
multi-lingual
62
Best Practices amp Next Steps
64
Consider Risks of Standalone Chat
Chat is in the ldquolimelightrdquo because of its appeal to younger buyers and some of the ldquomythsrdquo discussed earlier
Chat alone will fail to capture all sales analysts estimate 10 incremental exposure by offering Voice amp Chat
Analyst data and ATG data shows that conversion rates for Chat double when escalated to Voice
Requiring Chatters to dial a 1-800 number will force them to ldquostart overrdquo with a new agent resulting in lost sales
65
Start With Voice Then Add Chat
Fast ROI with no capital investments (no software same agents same call center infrastructure)
Learn what Web pages and channels are driving the most demand for live help
Learn what triggers are driving the most usage and revenue lift
ndash Hovering on a page
ndash Cursor movement
ndash Transaction stage or value
ndash Error messages
ndash Null search results
Prepare for Chat investment while reaping value of Voice
66
What To Look For in a Live Help Provider
Proven scalable successful Voice amp Chat deployments
Strong targeting and measurement (conversion rate average sale price customer surveys)
Voice integration with existing call center ndash no software or equipment upgrades
Seamless escalation from Voice to Chat (same agent same context no starting over)
Self-service Web portal for live help button creation targeting amp reporting
Strong client services group with expertise to help you grow revenue with live help
QampA
Download the Live Help Whitepaper at
httpwwwatgcomlive-help
Or contact us at salesatgcom
Thank You
52
Banking (Service)
53
Banking (Service)
54
MotoSport
55
MotoSport
56
MotoSport
Live Help Case Study MotoSport
58
59
1 About MotoSport
2 Business challenges which were met with Click to chat and Click to Call
3 Benefitsresults of working with both
59
60
About MotoSport
60
bull MotoSport is one of the fastest growing online retailers of power sports apparel
motorcycle parts and accessories
bull Most company staff including Customer Contact Center are experienced riders ndash use
our products
61
Unique Business Challenges Met with Live Help
Multiple storefronts one web site some products common
Many technically complex products with different seasonality
ndash Correct matching of MakeModelYear to parts critical in improving customer confidence and reducing returns
ndash Live access to our experienced staff represent a competitive advantage
61
62
Experience from Using eStara Click to Chat and Click to Call
Enables MotoSport to leverage the expertise of its staff to improve
conversion and Average Order Value
Click to chat and click to call deployed on all product detail pages
Averaging over 500 click to chat and 120 click to call sessions per
week
Chat conversion 3 X average site conversion
Call conversion 4 X average site conversion
Future plans to expand Click to chat and Click to call to 24 hours and
multi-lingual
62
Best Practices amp Next Steps
64
Consider Risks of Standalone Chat
Chat is in the ldquolimelightrdquo because of its appeal to younger buyers and some of the ldquomythsrdquo discussed earlier
Chat alone will fail to capture all sales analysts estimate 10 incremental exposure by offering Voice amp Chat
Analyst data and ATG data shows that conversion rates for Chat double when escalated to Voice
Requiring Chatters to dial a 1-800 number will force them to ldquostart overrdquo with a new agent resulting in lost sales
65
Start With Voice Then Add Chat
Fast ROI with no capital investments (no software same agents same call center infrastructure)
Learn what Web pages and channels are driving the most demand for live help
Learn what triggers are driving the most usage and revenue lift
ndash Hovering on a page
ndash Cursor movement
ndash Transaction stage or value
ndash Error messages
ndash Null search results
Prepare for Chat investment while reaping value of Voice
66
What To Look For in a Live Help Provider
Proven scalable successful Voice amp Chat deployments
Strong targeting and measurement (conversion rate average sale price customer surveys)
Voice integration with existing call center ndash no software or equipment upgrades
Seamless escalation from Voice to Chat (same agent same context no starting over)
Self-service Web portal for live help button creation targeting amp reporting
Strong client services group with expertise to help you grow revenue with live help
QampA
Download the Live Help Whitepaper at
httpwwwatgcomlive-help
Or contact us at salesatgcom
Thank You
53
Banking (Service)
54
MotoSport
55
MotoSport
56
MotoSport
Live Help Case Study MotoSport
58
59
1 About MotoSport
2 Business challenges which were met with Click to chat and Click to Call
3 Benefitsresults of working with both
59
60
About MotoSport
60
bull MotoSport is one of the fastest growing online retailers of power sports apparel
motorcycle parts and accessories
bull Most company staff including Customer Contact Center are experienced riders ndash use
our products
61
Unique Business Challenges Met with Live Help
Multiple storefronts one web site some products common
Many technically complex products with different seasonality
ndash Correct matching of MakeModelYear to parts critical in improving customer confidence and reducing returns
ndash Live access to our experienced staff represent a competitive advantage
61
62
Experience from Using eStara Click to Chat and Click to Call
Enables MotoSport to leverage the expertise of its staff to improve
conversion and Average Order Value
Click to chat and click to call deployed on all product detail pages
Averaging over 500 click to chat and 120 click to call sessions per
week
Chat conversion 3 X average site conversion
Call conversion 4 X average site conversion
Future plans to expand Click to chat and Click to call to 24 hours and
multi-lingual
62
Best Practices amp Next Steps
64
Consider Risks of Standalone Chat
Chat is in the ldquolimelightrdquo because of its appeal to younger buyers and some of the ldquomythsrdquo discussed earlier
Chat alone will fail to capture all sales analysts estimate 10 incremental exposure by offering Voice amp Chat
Analyst data and ATG data shows that conversion rates for Chat double when escalated to Voice
Requiring Chatters to dial a 1-800 number will force them to ldquostart overrdquo with a new agent resulting in lost sales
65
Start With Voice Then Add Chat
Fast ROI with no capital investments (no software same agents same call center infrastructure)
Learn what Web pages and channels are driving the most demand for live help
Learn what triggers are driving the most usage and revenue lift
ndash Hovering on a page
ndash Cursor movement
ndash Transaction stage or value
ndash Error messages
ndash Null search results
Prepare for Chat investment while reaping value of Voice
66
What To Look For in a Live Help Provider
Proven scalable successful Voice amp Chat deployments
Strong targeting and measurement (conversion rate average sale price customer surveys)
Voice integration with existing call center ndash no software or equipment upgrades
Seamless escalation from Voice to Chat (same agent same context no starting over)
Self-service Web portal for live help button creation targeting amp reporting
Strong client services group with expertise to help you grow revenue with live help
QampA
Download the Live Help Whitepaper at
httpwwwatgcomlive-help
Or contact us at salesatgcom
Thank You
54
MotoSport
55
MotoSport
56
MotoSport
Live Help Case Study MotoSport
58
59
1 About MotoSport
2 Business challenges which were met with Click to chat and Click to Call
3 Benefitsresults of working with both
59
60
About MotoSport
60
bull MotoSport is one of the fastest growing online retailers of power sports apparel
motorcycle parts and accessories
bull Most company staff including Customer Contact Center are experienced riders ndash use
our products
61
Unique Business Challenges Met with Live Help
Multiple storefronts one web site some products common
Many technically complex products with different seasonality
ndash Correct matching of MakeModelYear to parts critical in improving customer confidence and reducing returns
ndash Live access to our experienced staff represent a competitive advantage
61
62
Experience from Using eStara Click to Chat and Click to Call
Enables MotoSport to leverage the expertise of its staff to improve
conversion and Average Order Value
Click to chat and click to call deployed on all product detail pages
Averaging over 500 click to chat and 120 click to call sessions per
week
Chat conversion 3 X average site conversion
Call conversion 4 X average site conversion
Future plans to expand Click to chat and Click to call to 24 hours and
multi-lingual
62
Best Practices amp Next Steps
64
Consider Risks of Standalone Chat
Chat is in the ldquolimelightrdquo because of its appeal to younger buyers and some of the ldquomythsrdquo discussed earlier
Chat alone will fail to capture all sales analysts estimate 10 incremental exposure by offering Voice amp Chat
Analyst data and ATG data shows that conversion rates for Chat double when escalated to Voice
Requiring Chatters to dial a 1-800 number will force them to ldquostart overrdquo with a new agent resulting in lost sales
65
Start With Voice Then Add Chat
Fast ROI with no capital investments (no software same agents same call center infrastructure)
Learn what Web pages and channels are driving the most demand for live help
Learn what triggers are driving the most usage and revenue lift
ndash Hovering on a page
ndash Cursor movement
ndash Transaction stage or value
ndash Error messages
ndash Null search results
Prepare for Chat investment while reaping value of Voice
66
What To Look For in a Live Help Provider
Proven scalable successful Voice amp Chat deployments
Strong targeting and measurement (conversion rate average sale price customer surveys)
Voice integration with existing call center ndash no software or equipment upgrades
Seamless escalation from Voice to Chat (same agent same context no starting over)
Self-service Web portal for live help button creation targeting amp reporting
Strong client services group with expertise to help you grow revenue with live help
QampA
Download the Live Help Whitepaper at
httpwwwatgcomlive-help
Or contact us at salesatgcom
Thank You
55
MotoSport
56
MotoSport
Live Help Case Study MotoSport
58
59
1 About MotoSport
2 Business challenges which were met with Click to chat and Click to Call
3 Benefitsresults of working with both
59
60
About MotoSport
60
bull MotoSport is one of the fastest growing online retailers of power sports apparel
motorcycle parts and accessories
bull Most company staff including Customer Contact Center are experienced riders ndash use
our products
61
Unique Business Challenges Met with Live Help
Multiple storefronts one web site some products common
Many technically complex products with different seasonality
ndash Correct matching of MakeModelYear to parts critical in improving customer confidence and reducing returns
ndash Live access to our experienced staff represent a competitive advantage
61
62
Experience from Using eStara Click to Chat and Click to Call
Enables MotoSport to leverage the expertise of its staff to improve
conversion and Average Order Value
Click to chat and click to call deployed on all product detail pages
Averaging over 500 click to chat and 120 click to call sessions per
week
Chat conversion 3 X average site conversion
Call conversion 4 X average site conversion
Future plans to expand Click to chat and Click to call to 24 hours and
multi-lingual
62
Best Practices amp Next Steps
64
Consider Risks of Standalone Chat
Chat is in the ldquolimelightrdquo because of its appeal to younger buyers and some of the ldquomythsrdquo discussed earlier
Chat alone will fail to capture all sales analysts estimate 10 incremental exposure by offering Voice amp Chat
Analyst data and ATG data shows that conversion rates for Chat double when escalated to Voice
Requiring Chatters to dial a 1-800 number will force them to ldquostart overrdquo with a new agent resulting in lost sales
65
Start With Voice Then Add Chat
Fast ROI with no capital investments (no software same agents same call center infrastructure)
Learn what Web pages and channels are driving the most demand for live help
Learn what triggers are driving the most usage and revenue lift
ndash Hovering on a page
ndash Cursor movement
ndash Transaction stage or value
ndash Error messages
ndash Null search results
Prepare for Chat investment while reaping value of Voice
66
What To Look For in a Live Help Provider
Proven scalable successful Voice amp Chat deployments
Strong targeting and measurement (conversion rate average sale price customer surveys)
Voice integration with existing call center ndash no software or equipment upgrades
Seamless escalation from Voice to Chat (same agent same context no starting over)
Self-service Web portal for live help button creation targeting amp reporting
Strong client services group with expertise to help you grow revenue with live help
QampA
Download the Live Help Whitepaper at
httpwwwatgcomlive-help
Or contact us at salesatgcom
Thank You
56
MotoSport
Live Help Case Study MotoSport
58
59
1 About MotoSport
2 Business challenges which were met with Click to chat and Click to Call
3 Benefitsresults of working with both
59
60
About MotoSport
60
bull MotoSport is one of the fastest growing online retailers of power sports apparel
motorcycle parts and accessories
bull Most company staff including Customer Contact Center are experienced riders ndash use
our products
61
Unique Business Challenges Met with Live Help
Multiple storefronts one web site some products common
Many technically complex products with different seasonality
ndash Correct matching of MakeModelYear to parts critical in improving customer confidence and reducing returns
ndash Live access to our experienced staff represent a competitive advantage
61
62
Experience from Using eStara Click to Chat and Click to Call
Enables MotoSport to leverage the expertise of its staff to improve
conversion and Average Order Value
Click to chat and click to call deployed on all product detail pages
Averaging over 500 click to chat and 120 click to call sessions per
week
Chat conversion 3 X average site conversion
Call conversion 4 X average site conversion
Future plans to expand Click to chat and Click to call to 24 hours and
multi-lingual
62
Best Practices amp Next Steps
64
Consider Risks of Standalone Chat
Chat is in the ldquolimelightrdquo because of its appeal to younger buyers and some of the ldquomythsrdquo discussed earlier
Chat alone will fail to capture all sales analysts estimate 10 incremental exposure by offering Voice amp Chat
Analyst data and ATG data shows that conversion rates for Chat double when escalated to Voice
Requiring Chatters to dial a 1-800 number will force them to ldquostart overrdquo with a new agent resulting in lost sales
65
Start With Voice Then Add Chat
Fast ROI with no capital investments (no software same agents same call center infrastructure)
Learn what Web pages and channels are driving the most demand for live help
Learn what triggers are driving the most usage and revenue lift
ndash Hovering on a page
ndash Cursor movement
ndash Transaction stage or value
ndash Error messages
ndash Null search results
Prepare for Chat investment while reaping value of Voice
66
What To Look For in a Live Help Provider
Proven scalable successful Voice amp Chat deployments
Strong targeting and measurement (conversion rate average sale price customer surveys)
Voice integration with existing call center ndash no software or equipment upgrades
Seamless escalation from Voice to Chat (same agent same context no starting over)
Self-service Web portal for live help button creation targeting amp reporting
Strong client services group with expertise to help you grow revenue with live help
QampA
Download the Live Help Whitepaper at
httpwwwatgcomlive-help
Or contact us at salesatgcom
Thank You
Live Help Case Study MotoSport
58
59
1 About MotoSport
2 Business challenges which were met with Click to chat and Click to Call
3 Benefitsresults of working with both
59
60
About MotoSport
60
bull MotoSport is one of the fastest growing online retailers of power sports apparel
motorcycle parts and accessories
bull Most company staff including Customer Contact Center are experienced riders ndash use
our products
61
Unique Business Challenges Met with Live Help
Multiple storefronts one web site some products common
Many technically complex products with different seasonality
ndash Correct matching of MakeModelYear to parts critical in improving customer confidence and reducing returns
ndash Live access to our experienced staff represent a competitive advantage
61
62
Experience from Using eStara Click to Chat and Click to Call
Enables MotoSport to leverage the expertise of its staff to improve
conversion and Average Order Value
Click to chat and click to call deployed on all product detail pages
Averaging over 500 click to chat and 120 click to call sessions per
week
Chat conversion 3 X average site conversion
Call conversion 4 X average site conversion
Future plans to expand Click to chat and Click to call to 24 hours and
multi-lingual
62
Best Practices amp Next Steps
64
Consider Risks of Standalone Chat
Chat is in the ldquolimelightrdquo because of its appeal to younger buyers and some of the ldquomythsrdquo discussed earlier
Chat alone will fail to capture all sales analysts estimate 10 incremental exposure by offering Voice amp Chat
Analyst data and ATG data shows that conversion rates for Chat double when escalated to Voice
Requiring Chatters to dial a 1-800 number will force them to ldquostart overrdquo with a new agent resulting in lost sales
65
Start With Voice Then Add Chat
Fast ROI with no capital investments (no software same agents same call center infrastructure)
Learn what Web pages and channels are driving the most demand for live help
Learn what triggers are driving the most usage and revenue lift
ndash Hovering on a page
ndash Cursor movement
ndash Transaction stage or value
ndash Error messages
ndash Null search results
Prepare for Chat investment while reaping value of Voice
66
What To Look For in a Live Help Provider
Proven scalable successful Voice amp Chat deployments
Strong targeting and measurement (conversion rate average sale price customer surveys)
Voice integration with existing call center ndash no software or equipment upgrades
Seamless escalation from Voice to Chat (same agent same context no starting over)
Self-service Web portal for live help button creation targeting amp reporting
Strong client services group with expertise to help you grow revenue with live help
QampA
Download the Live Help Whitepaper at
httpwwwatgcomlive-help
Or contact us at salesatgcom
Thank You
58
59
1 About MotoSport
2 Business challenges which were met with Click to chat and Click to Call
3 Benefitsresults of working with both
59
60
About MotoSport
60
bull MotoSport is one of the fastest growing online retailers of power sports apparel
motorcycle parts and accessories
bull Most company staff including Customer Contact Center are experienced riders ndash use
our products
61
Unique Business Challenges Met with Live Help
Multiple storefronts one web site some products common
Many technically complex products with different seasonality
ndash Correct matching of MakeModelYear to parts critical in improving customer confidence and reducing returns
ndash Live access to our experienced staff represent a competitive advantage
61
62
Experience from Using eStara Click to Chat and Click to Call
Enables MotoSport to leverage the expertise of its staff to improve
conversion and Average Order Value
Click to chat and click to call deployed on all product detail pages
Averaging over 500 click to chat and 120 click to call sessions per
week
Chat conversion 3 X average site conversion
Call conversion 4 X average site conversion
Future plans to expand Click to chat and Click to call to 24 hours and
multi-lingual
62
Best Practices amp Next Steps
64
Consider Risks of Standalone Chat
Chat is in the ldquolimelightrdquo because of its appeal to younger buyers and some of the ldquomythsrdquo discussed earlier
Chat alone will fail to capture all sales analysts estimate 10 incremental exposure by offering Voice amp Chat
Analyst data and ATG data shows that conversion rates for Chat double when escalated to Voice
Requiring Chatters to dial a 1-800 number will force them to ldquostart overrdquo with a new agent resulting in lost sales
65
Start With Voice Then Add Chat
Fast ROI with no capital investments (no software same agents same call center infrastructure)
Learn what Web pages and channels are driving the most demand for live help
Learn what triggers are driving the most usage and revenue lift
ndash Hovering on a page
ndash Cursor movement
ndash Transaction stage or value
ndash Error messages
ndash Null search results
Prepare for Chat investment while reaping value of Voice
66
What To Look For in a Live Help Provider
Proven scalable successful Voice amp Chat deployments
Strong targeting and measurement (conversion rate average sale price customer surveys)
Voice integration with existing call center ndash no software or equipment upgrades
Seamless escalation from Voice to Chat (same agent same context no starting over)
Self-service Web portal for live help button creation targeting amp reporting
Strong client services group with expertise to help you grow revenue with live help
QampA
Download the Live Help Whitepaper at
httpwwwatgcomlive-help
Or contact us at salesatgcom
Thank You
59
1 About MotoSport
2 Business challenges which were met with Click to chat and Click to Call
3 Benefitsresults of working with both
59
60
About MotoSport
60
bull MotoSport is one of the fastest growing online retailers of power sports apparel
motorcycle parts and accessories
bull Most company staff including Customer Contact Center are experienced riders ndash use
our products
61
Unique Business Challenges Met with Live Help
Multiple storefronts one web site some products common
Many technically complex products with different seasonality
ndash Correct matching of MakeModelYear to parts critical in improving customer confidence and reducing returns
ndash Live access to our experienced staff represent a competitive advantage
61
62
Experience from Using eStara Click to Chat and Click to Call
Enables MotoSport to leverage the expertise of its staff to improve
conversion and Average Order Value
Click to chat and click to call deployed on all product detail pages
Averaging over 500 click to chat and 120 click to call sessions per
week
Chat conversion 3 X average site conversion
Call conversion 4 X average site conversion
Future plans to expand Click to chat and Click to call to 24 hours and
multi-lingual
62
Best Practices amp Next Steps
64
Consider Risks of Standalone Chat
Chat is in the ldquolimelightrdquo because of its appeal to younger buyers and some of the ldquomythsrdquo discussed earlier
Chat alone will fail to capture all sales analysts estimate 10 incremental exposure by offering Voice amp Chat
Analyst data and ATG data shows that conversion rates for Chat double when escalated to Voice
Requiring Chatters to dial a 1-800 number will force them to ldquostart overrdquo with a new agent resulting in lost sales
65
Start With Voice Then Add Chat
Fast ROI with no capital investments (no software same agents same call center infrastructure)
Learn what Web pages and channels are driving the most demand for live help
Learn what triggers are driving the most usage and revenue lift
ndash Hovering on a page
ndash Cursor movement
ndash Transaction stage or value
ndash Error messages
ndash Null search results
Prepare for Chat investment while reaping value of Voice
66
What To Look For in a Live Help Provider
Proven scalable successful Voice amp Chat deployments
Strong targeting and measurement (conversion rate average sale price customer surveys)
Voice integration with existing call center ndash no software or equipment upgrades
Seamless escalation from Voice to Chat (same agent same context no starting over)
Self-service Web portal for live help button creation targeting amp reporting
Strong client services group with expertise to help you grow revenue with live help
QampA
Download the Live Help Whitepaper at
httpwwwatgcomlive-help
Or contact us at salesatgcom
Thank You
60
About MotoSport
60
bull MotoSport is one of the fastest growing online retailers of power sports apparel
motorcycle parts and accessories
bull Most company staff including Customer Contact Center are experienced riders ndash use
our products
61
Unique Business Challenges Met with Live Help
Multiple storefronts one web site some products common
Many technically complex products with different seasonality
ndash Correct matching of MakeModelYear to parts critical in improving customer confidence and reducing returns
ndash Live access to our experienced staff represent a competitive advantage
61
62
Experience from Using eStara Click to Chat and Click to Call
Enables MotoSport to leverage the expertise of its staff to improve
conversion and Average Order Value
Click to chat and click to call deployed on all product detail pages
Averaging over 500 click to chat and 120 click to call sessions per
week
Chat conversion 3 X average site conversion
Call conversion 4 X average site conversion
Future plans to expand Click to chat and Click to call to 24 hours and
multi-lingual
62
Best Practices amp Next Steps
64
Consider Risks of Standalone Chat
Chat is in the ldquolimelightrdquo because of its appeal to younger buyers and some of the ldquomythsrdquo discussed earlier
Chat alone will fail to capture all sales analysts estimate 10 incremental exposure by offering Voice amp Chat
Analyst data and ATG data shows that conversion rates for Chat double when escalated to Voice
Requiring Chatters to dial a 1-800 number will force them to ldquostart overrdquo with a new agent resulting in lost sales
65
Start With Voice Then Add Chat
Fast ROI with no capital investments (no software same agents same call center infrastructure)
Learn what Web pages and channels are driving the most demand for live help
Learn what triggers are driving the most usage and revenue lift
ndash Hovering on a page
ndash Cursor movement
ndash Transaction stage or value
ndash Error messages
ndash Null search results
Prepare for Chat investment while reaping value of Voice
66
What To Look For in a Live Help Provider
Proven scalable successful Voice amp Chat deployments
Strong targeting and measurement (conversion rate average sale price customer surveys)
Voice integration with existing call center ndash no software or equipment upgrades
Seamless escalation from Voice to Chat (same agent same context no starting over)
Self-service Web portal for live help button creation targeting amp reporting
Strong client services group with expertise to help you grow revenue with live help
QampA
Download the Live Help Whitepaper at
httpwwwatgcomlive-help
Or contact us at salesatgcom
Thank You
61
Unique Business Challenges Met with Live Help
Multiple storefronts one web site some products common
Many technically complex products with different seasonality
ndash Correct matching of MakeModelYear to parts critical in improving customer confidence and reducing returns
ndash Live access to our experienced staff represent a competitive advantage
61
62
Experience from Using eStara Click to Chat and Click to Call
Enables MotoSport to leverage the expertise of its staff to improve
conversion and Average Order Value
Click to chat and click to call deployed on all product detail pages
Averaging over 500 click to chat and 120 click to call sessions per
week
Chat conversion 3 X average site conversion
Call conversion 4 X average site conversion
Future plans to expand Click to chat and Click to call to 24 hours and
multi-lingual
62
Best Practices amp Next Steps
64
Consider Risks of Standalone Chat
Chat is in the ldquolimelightrdquo because of its appeal to younger buyers and some of the ldquomythsrdquo discussed earlier
Chat alone will fail to capture all sales analysts estimate 10 incremental exposure by offering Voice amp Chat
Analyst data and ATG data shows that conversion rates for Chat double when escalated to Voice
Requiring Chatters to dial a 1-800 number will force them to ldquostart overrdquo with a new agent resulting in lost sales
65
Start With Voice Then Add Chat
Fast ROI with no capital investments (no software same agents same call center infrastructure)
Learn what Web pages and channels are driving the most demand for live help
Learn what triggers are driving the most usage and revenue lift
ndash Hovering on a page
ndash Cursor movement
ndash Transaction stage or value
ndash Error messages
ndash Null search results
Prepare for Chat investment while reaping value of Voice
66
What To Look For in a Live Help Provider
Proven scalable successful Voice amp Chat deployments
Strong targeting and measurement (conversion rate average sale price customer surveys)
Voice integration with existing call center ndash no software or equipment upgrades
Seamless escalation from Voice to Chat (same agent same context no starting over)
Self-service Web portal for live help button creation targeting amp reporting
Strong client services group with expertise to help you grow revenue with live help
QampA
Download the Live Help Whitepaper at
httpwwwatgcomlive-help
Or contact us at salesatgcom
Thank You
62
Experience from Using eStara Click to Chat and Click to Call
Enables MotoSport to leverage the expertise of its staff to improve
conversion and Average Order Value
Click to chat and click to call deployed on all product detail pages
Averaging over 500 click to chat and 120 click to call sessions per
week
Chat conversion 3 X average site conversion
Call conversion 4 X average site conversion
Future plans to expand Click to chat and Click to call to 24 hours and
multi-lingual
62
Best Practices amp Next Steps
64
Consider Risks of Standalone Chat
Chat is in the ldquolimelightrdquo because of its appeal to younger buyers and some of the ldquomythsrdquo discussed earlier
Chat alone will fail to capture all sales analysts estimate 10 incremental exposure by offering Voice amp Chat
Analyst data and ATG data shows that conversion rates for Chat double when escalated to Voice
Requiring Chatters to dial a 1-800 number will force them to ldquostart overrdquo with a new agent resulting in lost sales
65
Start With Voice Then Add Chat
Fast ROI with no capital investments (no software same agents same call center infrastructure)
Learn what Web pages and channels are driving the most demand for live help
Learn what triggers are driving the most usage and revenue lift
ndash Hovering on a page
ndash Cursor movement
ndash Transaction stage or value
ndash Error messages
ndash Null search results
Prepare for Chat investment while reaping value of Voice
66
What To Look For in a Live Help Provider
Proven scalable successful Voice amp Chat deployments
Strong targeting and measurement (conversion rate average sale price customer surveys)
Voice integration with existing call center ndash no software or equipment upgrades
Seamless escalation from Voice to Chat (same agent same context no starting over)
Self-service Web portal for live help button creation targeting amp reporting
Strong client services group with expertise to help you grow revenue with live help
QampA
Download the Live Help Whitepaper at
httpwwwatgcomlive-help
Or contact us at salesatgcom
Thank You
Best Practices amp Next Steps
64
Consider Risks of Standalone Chat
Chat is in the ldquolimelightrdquo because of its appeal to younger buyers and some of the ldquomythsrdquo discussed earlier
Chat alone will fail to capture all sales analysts estimate 10 incremental exposure by offering Voice amp Chat
Analyst data and ATG data shows that conversion rates for Chat double when escalated to Voice
Requiring Chatters to dial a 1-800 number will force them to ldquostart overrdquo with a new agent resulting in lost sales
65
Start With Voice Then Add Chat
Fast ROI with no capital investments (no software same agents same call center infrastructure)
Learn what Web pages and channels are driving the most demand for live help
Learn what triggers are driving the most usage and revenue lift
ndash Hovering on a page
ndash Cursor movement
ndash Transaction stage or value
ndash Error messages
ndash Null search results
Prepare for Chat investment while reaping value of Voice
66
What To Look For in a Live Help Provider
Proven scalable successful Voice amp Chat deployments
Strong targeting and measurement (conversion rate average sale price customer surveys)
Voice integration with existing call center ndash no software or equipment upgrades
Seamless escalation from Voice to Chat (same agent same context no starting over)
Self-service Web portal for live help button creation targeting amp reporting
Strong client services group with expertise to help you grow revenue with live help
QampA
Download the Live Help Whitepaper at
httpwwwatgcomlive-help
Or contact us at salesatgcom
Thank You
64
Consider Risks of Standalone Chat
Chat is in the ldquolimelightrdquo because of its appeal to younger buyers and some of the ldquomythsrdquo discussed earlier
Chat alone will fail to capture all sales analysts estimate 10 incremental exposure by offering Voice amp Chat
Analyst data and ATG data shows that conversion rates for Chat double when escalated to Voice
Requiring Chatters to dial a 1-800 number will force them to ldquostart overrdquo with a new agent resulting in lost sales
65
Start With Voice Then Add Chat
Fast ROI with no capital investments (no software same agents same call center infrastructure)
Learn what Web pages and channels are driving the most demand for live help
Learn what triggers are driving the most usage and revenue lift
ndash Hovering on a page
ndash Cursor movement
ndash Transaction stage or value
ndash Error messages
ndash Null search results
Prepare for Chat investment while reaping value of Voice
66
What To Look For in a Live Help Provider
Proven scalable successful Voice amp Chat deployments
Strong targeting and measurement (conversion rate average sale price customer surveys)
Voice integration with existing call center ndash no software or equipment upgrades
Seamless escalation from Voice to Chat (same agent same context no starting over)
Self-service Web portal for live help button creation targeting amp reporting
Strong client services group with expertise to help you grow revenue with live help
QampA
Download the Live Help Whitepaper at
httpwwwatgcomlive-help
Or contact us at salesatgcom
Thank You
65
Start With Voice Then Add Chat
Fast ROI with no capital investments (no software same agents same call center infrastructure)
Learn what Web pages and channels are driving the most demand for live help
Learn what triggers are driving the most usage and revenue lift
ndash Hovering on a page
ndash Cursor movement
ndash Transaction stage or value
ndash Error messages
ndash Null search results
Prepare for Chat investment while reaping value of Voice
66
What To Look For in a Live Help Provider
Proven scalable successful Voice amp Chat deployments
Strong targeting and measurement (conversion rate average sale price customer surveys)
Voice integration with existing call center ndash no software or equipment upgrades
Seamless escalation from Voice to Chat (same agent same context no starting over)
Self-service Web portal for live help button creation targeting amp reporting
Strong client services group with expertise to help you grow revenue with live help
QampA
Download the Live Help Whitepaper at
httpwwwatgcomlive-help
Or contact us at salesatgcom
Thank You
66
What To Look For in a Live Help Provider
Proven scalable successful Voice amp Chat deployments
Strong targeting and measurement (conversion rate average sale price customer surveys)
Voice integration with existing call center ndash no software or equipment upgrades
Seamless escalation from Voice to Chat (same agent same context no starting over)
Self-service Web portal for live help button creation targeting amp reporting
Strong client services group with expertise to help you grow revenue with live help
QampA
Download the Live Help Whitepaper at
httpwwwatgcomlive-help
Or contact us at salesatgcom
Thank You
QampA
Download the Live Help Whitepaper at
httpwwwatgcomlive-help
Or contact us at salesatgcom
Thank You
Download the Live Help Whitepaper at
httpwwwatgcomlive-help
Or contact us at salesatgcom
Thank You