Professional Documents
Culture Documents
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ATG Company History
Over 900 customers worldwide
Headquarters in Cambridge, MA, with offices
throughout North America and Europe
Approximately 500 employees
2008 revenue: $164.6 million, with profitability
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ATG Product Suite At-a-Glance
e-Commerce
Commerce Suite
Licensed or OnDemand
Optimization Services
Platform-Neutral Services
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ATG Powers the World’s Top Brands Online
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Why Do Online Buyers Need Help?
Why Online Buyers Need Help?
Before They Buy
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Why Online Buyers Need Help?
Before They Buy
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Why Online Buyers Need Help?
Before They Buy
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Why Online Buyers Need Help?
After They Buy
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Why Online Buyers Need Help?
After They Buy
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Why Online Buyers Need Help?
After They Buy
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Live Help Primer:
-What is it?
-What are the benefits?
-How does it work?
Live Help: Click to Call & Click to Chat
Interactive voice and text chat services that let buyers
communicate with a live agent while buying or getting service online.
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Benefits of Live Help
Retain Loyal
Customers
Increase Customer
Value
Convert Visitors
Into Customers
Reduce
Abandonment
PROFIT
Reduce call
duration
Reduce unnecessary
phone transfers
Deflect unprofitable
calls to chat
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How It Works
Live Help
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How It Works
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How It Works
Live Help
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How it Works
Live Help
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How it Works
CRM
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How it Works
CRM
Live Help
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How it Works
CRM
Live Help
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How it Works
CRM
Live Help
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Quick, Easy, Measurable Revenue Lift
# of completed calls or
chats
# of resulting transactions
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Consumer Preferences:
Voice or Chat?
Voice or Chat?
Consumers Use Both Voice & Chat
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Voice or Chat?
Older Buyers Prefer Voice
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Voice or Chat?
Younger Buyers Prefer Chat
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Voice or Chat?
Majority Of Buying Power Is Evenly Split
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Three Myths About Live Help –
DEBUNKED!
Myth # 1
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Reality
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.
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Myth # 2
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Reality
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Myth # 3
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Reality
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Innovative Companies Maximizing
Interactions With Voice & Chat
Retail Sales
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Retail Sales
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Retail Sales
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Travel Sales
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Travel Sales
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Travel Sales
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Banking (Sales)
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Banking (Sales)
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Banking (Sales)
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Banking (Sales)
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Banking (Sales)
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Banking (Sales)
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Banking (Service)
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Banking (Service)
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Banking (Service)
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MotoSport
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MotoSport
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MotoSport
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Live Help Case Study:
MotoSport
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1. About MotoSport
2. Business challenges which were met with Click to chat and Click to Call
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About MotoSport
• MotoSport is one of the fastest growing online retailers of power sports apparel,
motorcycle parts and accessories
• Most company staff including Customer Contact Center are experienced riders – use
our products
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Unique Business Challenges Met with Live Help
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Experience from Using eStara Click to Chat and Click to Call
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
Future plans to expand Click to chat and Click to call to 24 hours and
multi-lingual
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Best Practices & Next Steps
Consider Risks of Standalone Chat
Chat is in the “limelight” because of its appeal to
younger buyers and some of the “myths”
discussed earlier
Chat alone will fail to capture all sales; analysts
estimate 10% incremental exposure by offering
Voice & 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 “start over” with a new agent,
resulting in lost sales
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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:
– Hovering on a page
– Cursor movement
– Transaction stage or value
– Error messages
– Null search results
Prepare for Chat investment while reaping value
of Voice
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What To Look For in a Live Help Provider
Proven, scalable, successful Voice & Chat
deployments
Strong targeting and measurement (conversion
rate, average sale price, customer surveys)
Voice integration with existing call center – 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 & reporting
Strong client services group with expertise to help
you grow revenue with live help
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Q&A
Download the Live Help Whitepaper at:
http://www.atg.com/live-help
Or contact us at sales@atg.com
Thank You.