The web is getting more social, winning new business is becoming more competitive, and the attention span of your audience is shrinking. Now more than ever, it's important to stay top of mind with your customers and prospects, and ahead of your competitors. In this presentation, Velaro & Blue Sky Factory deliver tips and tactics for more effectively engaging your audience online, including live chat, email marketing, and social media.

1. Unique Ways to
Engage Your
Audience
Contact . Interact . Transact .
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2. About Blue Sky Factory
Helping you become a better marketer through
effective email and social media marketing.
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3. About Velaro
Improving the effectiveness of your online
presence, whether the goal is:
Generating leads
Online transactions
Improving customer service
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4. Live Chat: From Consumer Perspective
Consumers visit a
business website:
Sales questions.
Customer support
questions.
Want answers while
online.
Don’t want to get stuck in
voicemail.
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6. Engagement:
Live
Chat
Social Email
Engagement Engagement
Driving Deeper Engagement
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7. Why Live Chat?
Up to 15% of online consumers will Integrating live chat reduces
complete a sale if engaged in text chat abandoned shopping carts from 20%
versus 2% for those who do not. to 50%.
Internet Retailer Giga Group
Online customer service improves 90% of online visitors want human
conversion rates by 40% to 60%. interaction.
USA Today Jupiter Communications
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8. Tracking Return On Investment
Visitors Chats Conversions
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9. Contact Prospects and Customers
Contact . Interact . Transact .
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10. Display Messages To Encourage Contact
Images / Text:
Any position on page
Indicates availability
Branded to your site
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11. Ebay Prostores: Home Page
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12. Dell Storage: Home Page
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13. Moving Closer to Conversion
Site Analysis:
Where are visitors
showing intent?
Where are visitors
abandoning?
Adjust prominence
accordingly
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14. Let s Talk: Product Pages
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15. Fast Color Printer: Pre-chat Survey
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16. Proactively Contact Visitors
Invitation to Chat:
Manually target
Location on site
Time on page/site
What s in
shopping cart
High value
customer
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17. Agent View of Site Activity
Complete Visibility
Referring site
Referring keyword
Geography
New or repeat visitor
Visitor path
Time on site/page
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18. Automatically Deliver Proactive Invitations
Setting Up Rules With Livefluence:
Referring site
Referring keywords
Paid search
Returning visitors
High value visitors
Specific pages
Time on page
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19. 1-800-GOT-JUNK: Filling Out Form
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20. Brickhouse: Time in Product Section
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21. Prevent Abandonment
Can t Easily Find Items:
Poor navigation
Failed searches
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22. Engaging at Frustration Points
Failed Search:
Automatically triggered
Appears over page
Custom message
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23. Interact With Prospects and Customers
Contact . Interact . Transact .
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24. Knowing Your Audience
Pre-chat Surveys
Customized fields
Vary from page to page
Route visitor to appropriate agent
Branded to your site
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25. Integration with CRM
Look up visitor records
Upload transcripts
Create new records
View in same window
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26. Agent View of Shopping Cart
Shopping Cart Tab:
Click on visitor
Cart contents
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27. Chatting With Visitors
Consistent / Efficient Communications
Immediate assistance
Pre-made messages
Auto spell check
Push files
Push web pages
Google Translate integration
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28. Quality Control
Ensure Quality Communications
Shadow chat
Whisper chat
Post-chat surveys – customized
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29. Transact With Website Visitors
Contact . Interact . Transact .
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30. Engaging at Frustration Points
Failed Credit Card:
Automated trigger
Appears over page
Custom message
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31. Increasing Average Transaction Value
Up-Sell Opportunities:
Auto trigger
Based on cart items
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32. Progression Analytics: Tracking Visitor Path
Visitors Chats Purchases
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33. Reporting
Marketing campaigns
Conversion tracking
Account/Agent utilization
Hundreds of reports
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34. Live Chat in
Email
Bridging the Gap
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35. Drive Email Subscriber Engagement
Integrating Live Chat:
Confirmation Emails
Transactional Emails
Special Offer Emails
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36. Drive Email Subscriber Engagement
Integrating Live Chat:
Upsell Emails
Re-engagement Emails
E-Newsletters
Highly Personalized/
Targeted Emails
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37. Drive Email Subscriber Engagement
Continually TEST for
optimal engagement.
Live Chat CTA
Live Chat Placement
‘Live Chat’ text in Subject Line
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38. Live Chat in
Social Media
More Conversations…

39. Social: Start and Continue Conversations
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40. Social: Start and Continue Conversations
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41. Social: Start and Continue Conversations
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42. Deeper Customer Engagement:
Live
Chat
Social Email
Engagement Engagement
Driving Deeper Engagement
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43. Free Online Marketing eBook
16 Tips for Social Sharing
blueskyfactory.com/engagewebinar
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44. Free Whitepaper
Live Chat Best Practices
velaro.com/bestpractices
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45. Thank You!
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46. Questions and
Answers
velaro.com blueskyfactory.com
@velaro_inc @blueskyfactory
1.800.9VELARO 1.866.216.BLUE
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