Live chat is still a relatively new customer service channel, though it’s proving to be an increasingly popular method of communicating with brands.
Stats from BoldChat show that more than 65% of US online shoppers have used live chat, up from 50.4% in 2009.
The figure is slightly lower in the UK but still growing at 53%, up from 41% in 2011.
The same research shows that 31% of respondents would be more likely to purchase after a live chat, however this stat should be treated with a decent amount of scepticism, as it’s difficult for people to accurately predict their future purchase behaviour.
When Morrisons bought Kiddicare in 2011 one of the main motivations was to take advantage of the latter’s expertise in ecommerce.
Despite the fact that Morrisons is the UK’s fourth biggest grocery retailer, it still doesn’t sell groceries online.
However Morrisons finally took its first foray into ecommerce towards the end of last year with the launch a new Wine Cellar business.
The main feature of the site is product recommendations based on the customer’s answers to a taste test. There are just three questions that ask what type of hot drinks the user prefers, whether they like salt and their preference for sugary soft drinks.
In an increasingly competitive market it’s fundamental for e-commerce businesses to have engaging content to attract shoppers and convert them into customers.
Personalisation is a great way to target different consumer segments or even individual shoppers with tailored content that improves the user experience and increases the likelihood of a conversion.
It’s a topic we’ve looked at in more detail in blog posts about the ROI of personalisation and four tips for improving website personalisation.
Online fashion retailer Stylistpick used personalisation to increase conversions by 33% among one customer segment.
Customer experience is now the real differentiator. Once a visitor arrives at your site, it’s vital to make the most of every moment by delivering a compelling and personalised experience.
Customers are more demanding than ever, so it’s essential to be switched-on to what will tip them from being a browser to a buyer, and how to increase basket value. However, this can seem increasingly daunting.
In a world with multiple channels, devices, customer segments, influencers, languages, and currencies, it seems there is no end of variables confronting every modern e-commerce professional.
I am registered as a speaker for the DMA conference starting today and I’m very much looking forward to what looks like an exciting conference with a great lineup of speakers and sessions.
What I have been less impressed with is the show sponsors’ approach to marketing. For instance, one day last week I received 22 pieces of direct mail from sponsors of the event (and 5-10 most other days).
37% of companies surveyed are able to target personalised web content in the right context in real-time, according to stats from our latest Quarterly Digital Intelligence Briefing.
June's briefing, sponsored by Adobe, looks into the latest trends around personalisation, the importance of customer trust when implementing this, and measurement of ROI.
This infographic shows how companies are personalising the web experience, and how ROI is measured...
So, display advertising. It’s a channel that many people deemed to be dead some years ago due to huge declines in CTR and conversion rates, but today online display advertising is hotter than ever.
The changing technology landscape has completely re-energised the whole display advertising space.
Not only are display-ad revenues growing faster than ever before, but how we use this channel in the overall marketing mix is being redefined, thanks to a lot of brave venture firms and Google.
We’ve seen some interesting examples of personalisation from brands of late, particularly in relation to Valentine’s Day last week.
Smart businesses looked at this ‘holiday’ as the starting point for a decent content marketing campaign – instead of pushing out loosely-related messages with a tangential link to romance.
notonthehighstreet.com is one such example of this, which worked with Manifest London to promote its Valentine’s gifts with a particular focus on its personalised offering.
O2 is continuing to roll out plans to ‘surprise and delight’ customers with another personalised social media campaign for Valentine’s Day.
The mobile operator has created a “digital Love Nest in the Clouds” to deliver Twitter users’ messages via YouTube videos, personally recorded by non-identical twin “O2 Cupids”.
This builds on the success of its #O2Santa stunt over Christmas, in which the company tracked mentions of the hashtag and similarly had a Santa character record people’s requested messages.
Today’s savvy web visitors are
increasingly looking for that ‘little something special’ and are flocking to websites
that treat them in unique and targeted ways.
To keep your content fresh,
engaging and relevant to ensure a visitor returns time and time again, investment
in an effective personalisation strategy is key.