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As consumers continue to shift their spending from traditional retail channels to the Internet, companies are spending billions of dollars annually to enhance their website and attract new visitors. While advanced tools help online marketers analyze visitor traffic and optimize search terms, preventing abandonment behavior is still a challenge. Whether visitors abandon shopping carts mid-order, click away from partially completed forms, or leave a site due to unavailable product or service information, marketers are missing opportunities to identify and engage hot-lead visitors most likely to benefit from live assistance.
According to Jupiter Research, online chat features have increased online conversion rates by as much as 20 percent. Considering the average conversion rate is currently 2.4 percent (Fire Click Index), and Forrester Research projects US retail e-commerce sales to grow to $334.7 billion by 2012, there is a tremendous opportunity for marketers to reach out to "intenders" who would convert if engaged by a site representative.
1&1's 2008 Website Communication Survey found that 49 percent of consumers use live chat and instant messenger tools 11+ times per month. Over 50 percent of consumers perceive companies that provide communication features such as real-time dialog as progressive, advanced, and eager to please the customer.
Solution overview
With complementary components
configured to satisfy each organization's unique business
requirements, WIG-CARE
Key Features
Engagement Marketing Methodology: WIG-CARE Enterprise monitors specific events such as click-through paths, time on a page, previous visits and current account subscriptions – clues that indicate a visitor’s propensity to purchase – and applies business rules to trigger proactive invitations to these pre-qualified leads.
Proactive Chat: Increase online conversions by reaching out to visitors whose online behavior indicate they will make a purchase if engaged by an agent. For instance, proactively invite visitors to chat who spend more than 30 seconds on a product comparison page.
Proactive Voice: Invite visitors who browse pages with complex or high value products to speak directly with a sales expert, or as an escalation path as part of a lead screening process. For instance, live chat agents can pre-qualify visitors based on potential, and escalate truly qualified leads to sales representatives who speak to the visitor on the phone.
Active Analytics: Score visitors most likely to benefit from a live interaction using real-time data mining that leverages self-learning predictive modeling. Invitations are automatically prioritized based on visitor score; the more hot-lead conditions visitor meet, the more likely they are to receive an invitation.
Rules-based Engagement Engine: Continuously monitor visitors throughout their Web sessions using active, server-based rules to identify and engage high potential visitors who exhibit hot-lead or abandonment behavior patterns. For example, invite visitors who remove high value items from their shopping carts to chat or speak with a product specialist
Predictive Dialer: Automatically evaluate agent availability and send invitations only when agents have capacity to interact with visitors. By coordinating invitations with agent availability, contact centers can lower wait times and improve productivity by maintaining high agent utilization.
Comprehensive Reporting: Gain valuable insight into online sales and marketing initiatives with informative real-time reports on conversion rates, entry and abandonment points, navigation paths, invitation acceptance rates and rules effectiveness.
Deep Domain Expertise: With over 6,000 customers, WIG-CARE has more experience and domain expertise than any other vendor. WIG-CARE will shave years off the chat learning curve with best practices and industry benchmarking techniques designed to maximize performance and ramp productivity from the very beginning.