Blog

From customer engagement to conversion rate optimization to proving ROI with analytics, read the latest on how to make sure you’re serving your customers intelligently.

Live Chat Maturity: What the Most Profitable Programs Have in Common

You already know that live chat is a powerful tool that has fundamentally shifted the way consumers connect and interact with brands. This type of real-time connection has quickly earned its place as the preferred method of digital communication. As a result, the adoption of live chat has grown by 400% since 2015, and the…

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Incremental Revenue: The Live Chat Metric You’re Probably Missing

Live chat can be one of the most effective conversion strategies on your site , but many businesses fail to realise its full potential because they don’t know what they don’t know. They think they’re making the most of their live chat function when, in reality, they are missing major opportunities. For others, it stems…

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Top 5 Ways To Optimize The Live Chat Experience

Are you effectively serving your customers through live chat? The answer to this question can mean the difference between a lucrative program that maximizes revenue lift and your customer’s experience  with your brand, and one that accomplishes the exact opposite. Here are five ways to optimize your live chat program and ensure the best possible…

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Why Effective Live Chat Measurement Is Key to Live Chat Success

Why Effective Measurement is Key to Live Chat Success

Are you struggling to measure the effectiveness of live chat? Do you have limited visibility into the ROI of your program? Or, are you delaying live chat adoption altogether because you have no way to prove its potential value? If you answered ‘yes’ to any of these questions, you’re not alone.   If You’re Considering…

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6 Ways To Avoid Support Requests In Your Sales Chat Program

From small businesses with relatively low website traffic all the way up to enterprise companies with millions of site visitors, many of our customers approach us with a similar problem—a sales team that is spending too much time in chat dealing with support inquiries and not enough time, well, selling. Live chat is an incredible…

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Part 5: Keys to Effective Measurement With Live Chat

Congratulations! You’ve made it to the final installment of this five-part series where we’re breaking down exactly how to optimize your approach to live chat. Here’s a quick overview of what’s been covered so far: Part 1: Are You Serious About Generating Revenue With Chat? Part 2: Keys to Effective Targeting With Live Chat Part…

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Part 4: Keys to Effective Engagement with Live Chat

In this series, we’re on a mission to help you optimize your live chat function. In part one, we explored the warning signs of an unoptimized approach to live chat. In part two, we laid out three steps to help you prioritize the best chat opportunities through targeting. And in part three, we showed you why testing is…

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Part 3: Keys to Effective Testing with Live Chat

In this series, we’re breaking down exactly how to optimize your live chat investment through four fundamentals: targeting, testing, engagement, and measurement. If you missed out on part one or part two of the series, consider taking some time to go back. Or, if you’re ready, let’s dive deep into the importance of testing to…

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Part 2: Keys to Effective Targeting with Live Chat

As we mentioned in part one of this series, the best live chat features are optimized across four key pillars: targeting, testing, engagement, and measurement. Today, we will explore whether targeting, or lack thereof, may be holding you back from achieving the highest return on your live chat investment. Miss out on part one of…

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Part 1: Are You Serious About Generating Revenue With Chat?

The internet has fundamentally shifted the way people connect with brands. Modern consumers have come to expect a seamless digital experience, including the ability to communicate with brands in real-time. In response, more and more businesses are turning to live chat to interact with site visitors through chat, messaging, and text. In fact, online chat…

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Why live chat increases conversion rates and sales

Increasingly, Live Chat is becoming one the most effective tools businesses are using to increase sales and conversion rates. Doing it right, however, is the real key to success. This means using an intelligent live chat solution that allows you to identify and engage with the right customers at the right time with content that…

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Convert More Website Traffic Using Modern Marketing Practices for Intelligent Live Chat

Thousands of modern marketers have fully embraced marketing automation software in their efforts to identify, engage, convert, optimize and analyze using marketing technology. Modern marketers know that it’s more than just demographics that make up an ideal customer profile. They track key data such as referring campaigns, titles, industries, content downloads and engagement frequency from…

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How Symantec Lifts Revenue through Intelligent Visitor Engagement

Live Webinar – Save Your Seat! Wednesday, June 28, 2017 For Symantec, the world’s leading cyber security vendor with over 50 million users of Norton and LifeLock product suites and over 20 million digital transactions in 2017 totalling $1.3B, online commerce is a significant source of revenue for the Norton Consumer Business Unit. But even…

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How Intelligent Visitor Engagement Can Capture Up to 20% More Revenue

With average ecommerce conversion rates falling between 2-8%, most e-business professionals are challenged with squeezing incremental revenue from over 90% of their visitors. And while optimizing web design and usability (UX), beefing up product content, and offering discounts and free trials can help boost conversion rates, these digital tactics are not enough to capture the 5-15%…

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Serving the underserved: the path to incremental revenue measurement

4 key steps to successfully attaining incremental revenue through performance attribution In our series “Serving the Underserved,” we have been discussing the untapped opportunity for e-commerce businesses to convert more visitors and drive up to 20% more revenue by providing real-time, live sales assistance to the right visitors, when the digital experience alone isn’t enough.…

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Serving the underserved – are you leaving $ on the table?

4 key considerations for converting more visitors on your e-commerce site. According to forecasts from market researcher eMarketer, global e-commerce sales will more than double between 2015 and 2020, increasing from $1.7 trillion to $3.6 trillion. However, online conversion rates are still low at 3-4 percent on a PC and 1-2 percent on a mobile…

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The Moment of Truth: Playing an Active Role in the Customer Journey

Research is an untapped well of conversion potential. Are you missing out? Most online shoppers want to know what they’re in for before they buy, especially when they’re shopping for something big. According to a study from Google, 88% of online shoppers perform preliminary research while considering a major purchase, and they can gather information…

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Are there visitors on your site who you should be speaking with?

How Human-to-Human Contact Drives Sales Shopping in the digital space is dramatically different from the traditional retail experience, but one thing hasn’t changed: people. Ultimately, it’s people who make purchasing decisions, and the human connection offered by a helpful customer sales rep can be as effective in digital commerce as it is in traditional retail.…

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The Untold Truth About Marketing Automation

The explosion of marketing automation platforms and high-powered eCommerce tools has changed the marketing game for good. Automated marketing funnels and eCommerce operations are a vast improvement over the time- and resource-intensive outbound marketing methods of yesteryear. So it’s no wonder that companies are racing to see which new technologies they can add and optimize…

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ECommerce Marketers: Stop training bad behavior in your customers

At its essence, an eCommerce business must create the best possible shopping experience for the consumer while, at the same time, increase revenue for the business.  ECommerce Marketers are looking for every possible solution to achieve these sometimes unparalleled goals.  One solution is costing them revenue and training for bad customer behavior. Finding new customers,…

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