Customer Conversion

Site-Alive enables you to adopt a reactive and proactive approach to online sales and support, using permission-based interaction targeted through behavioural profiling.

By initiating interaction with customers and supplying the information they need before they leave your website, you can dramatically reduce both early term and shopping cart abandonment, as well as increase the size of your average orders.

Since behavioural profiling can identify those visitors who have the highest propensity to buy, by engaging them  in real-time with relevant offers and cross-sell / upsell promotions you can increase online revenues and improve conversion rates.

Reduce shopping cart abandonment

According to Forrester Research, 66% of all shopping carts are abandoned for service related issues ranging from confusing terminology, unexpected shipping costs,  a complicated checkout process or security concerns. By initiating interaction with visitors before they leave your website and supplying reassurance, you can dramatically reduce shopping cart abandonment rates. Integrated customer service via chat has proven to reduce abandoned shopping carts anywhere from 20-50% - Giga Group

 

Increase average order size and incremental revenue

Offline organisations who use traditional direct sales channels have mastered cross-selling and up selling, but in an online environment the task is far more difficult. Site-Alive enables your sales teams to proactively suggest additional complementary items based on past or current purchases; visitor demographics; geography; and other criteria that you determine.

 

Improve marketing campaign results and response rates

Identify and properly address visitors who respond to your online marketing initiatives, and deliver audience-specific invitations, advertisements and offers. Site-Alive alerts you of visitors who reach your campaign landing pages, so you can immediately engage them with personalised content and promotions relevant to their interests before they click on the back button.

 

Improve customer satisfaction, retention and loyalty

Site-Alive brings your disparate multi contact channels together, enabling visitors to choose how and when to request support or submit sales enquiries. Whether they want to interact with you using web chat, email, telephone or self-service, they can access all contact options from one central location. When your customers return, Site-Alive allows you to review the chat history of every customer, saving your advisors from repeating information already conveyed, and your customers will save time by receiving only the information they need. Relationships are cemented with your company; loyalty increases, and satisfied customers spread the word about your high quality of customer service.

 

Boost first time resolution rates
If you are running at the industry average First Call Resolution of 67%, you need to understand that 33% of your email volume is coming from customers who have to email back because their issue wasn't resolved the first time. Not only is the cost to your organisation enormous but customer satisfaction drops an average of 15% with each contact, so the impact to your company's overall satisfaction levels is colossal. Additionally, organisations with low First Call Resolution often have low employee satisfaction and high turnover. The stress on the employee satisfaction of taking the second and third email from that customer whose issue wasn't resolved the first time is huge.

 

Reduce support costs
Resolving customer support issues with Site-Alive is less expensive than a phone call. Giga Group estimates that while phone support typically costs £2 - £20 per transaction, online support can be over 10 times less expensive. Providing online customer support via live help as an alternative to traditional phone and e-mail is not only preferred by your customers, but its also more cost effective. A combination of Self-help, live chat and email options via Site-Alive can reduce expensive phone volume by 30-100%.

 

Improve advisor efficiency and response times
Advisors using Site-Alive can easily respond to email messages while engaged in three or more simultaneous chat sessions. Phone agents are limited to assisting one customer at a time.

 

Enhance and extend third-party systems. By integrating with your existing infrastructure, Site-Alive allows you to leverage back-end investments to better serve customers and reduce support costs. It streamlines information and processes by bridging the gap between online interactions and external systems, allowing you to deliver information to your customers using their preferred communication medium.

 

Create more effective marketing campaigns
Integrate live support and surveys into all your marketing campaigns, including pay-per-click advertising, e-mail, and ad words. Rather than having a potential customer simply read your marketing materials, you can let them interact directly with your organisation, or collect the critical information you need to improve your business. 32%of marketing directors ranked email as their most effective marketing vehicle and 82% placed it in the top three. How do you plan on standing out from your competition?