How to Offer Better Customer Service With Fewer Customer Service Requests
by Toonimo Feb 26, 2015
The internet is a very impersonal space. Sometimes being able to talk to your potential customers is all you need to distinguish yourself from the competition and increase customer satisfaction. Whether you are online or off-line interaction and guidance helps customers to feel knowledgeable and at ease, which increases the likelihood of a sale. Talking to and interacting with your website visitors can be a reality with real time chat and audiovisual site guides. Statistics show that 42% of US customers will abandon their online transaction if they do not feel as though their issues are being addressed in a timely manner. Further, 70% of buying experiences are based upon a customer’s experience and how they feel they are being treated. For the optimal online customer service experience, you want to make sure you are providing personalized assistance to your users to address their questions and help them find what they are looking for. Otherwise, you might be failing to offer the value that customers expect and need to complete a transaction. Live Chat Real-time live chat features provide one-on-one customer service assistance to your site visitors. People love to be able to browse a website and have access to someone that can immediately answer questions as they come up. Live chat is great for increasing engagement and improving the customer experience but it does require staffing and training expenses and this is where personalized guidance comes in. Personalized Guidance A personalized guidance platform can reduce the resources needed for customer support inquiries because it encourages self service and eliminates much of the need for users to speak with a live representative. Based on user characteristics, behavioral cues and page variables, personalized onsite guidance can deliver tailored scripts with directed messages that will assist site visitors to navigate your site and find what they are looking for. An intuitive navigation will present relevant information to your consumers to keep them directed and conversion-focused, reducing the need for live customer support. With personalized guidance you communicate with the user before they need to reach out to customer support. Such a system will: Increase engagement Increase site retention Encourage self service Reduce customer service requests Enhance user experience Direct calls to action Improve conversion rates Increase sales and revenues The nice thing about an onsite guidance platform like Toonimo, is that you have the option of audio and animated elements to help deliver your targeted messaging, enhancing the personal feel of your user experience. Studies show that visual images are more distinctive and elicit a more memorable brain response when matched with a second sense, particularly sound. Your message will have a greater impact and create a more memorable user experience when you add in a sensory or interactive marketing element such as sound or animation.  Your user will feel like you are “talking” to him and engaging in a conversation.  A life-like voice or animation guiding your audience will create a sense of trust and ease since it adds an almost human element to an otherwise digital sales experience. Want to provide excellent customer support without needing a round-the-clock support team? A personalized guidance system provides the individualized service value you want to offer your customers while reducing staffing costs required for live chat or phone inquiries.
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Keep Users Focused With Personalized User Guidance
by Toonimo Feb 25, 2015
The Internet is a busy place and full of distractions to derail your customers from keeping focus and following through with intentions to convert. In fact, with the bombardment of products, marketing messages, content and ads, the world wide web can be quite a daunting place. Focus People! For your audience to be focused, your message and delivery need to be focused. You want your website to give your audience options but at the same time to be a haven of simplicity and clarity that will keep the user engaged on your site. (more…)
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4 Ways a Personalized Walk-Through Platform Will Enhance Your Site Revenue
by Toonimo Feb 09, 2015
If you owned a store and a new customer entered, you would immediately try to assess his needs, lead him to what he is looking for and close a sale. This is inherently harder on a website, when the consumer is left to self-navigate and will decide within the first few seconds whether you have what he needs. On a website, if engagement doesn’t happen almost immediately, the opportunity for a conversion is lost. This is where a Personalized Walk-Through Platform comes in. Such a platform can serve as your website salesperson or customer service rep, to guide your users through your website and deliver targeted customer assistance that will increase conversion rates and decrease customer service requests. A personalized walk-through platform works like a real salesperson to create a unique interaction with the customer that enables you to: Determine what the customer is looking for Tailor the pitch to customer needs Keep the customer engaged Present a relevant call to action More effectively convert to a sale   How Does a Personalized Walk Through Work? Using an intuitive interface, behavioral cues from the user on the site trigger targeted content to be delivered. This results in a unique, guided user experience that includes personalized messaging, highlighting relevant features on the page and focusing attention on specific calls to action. Just as a face-to-face vendor would be able to engage and “sell” a consumer what he is looking for, this targeted message creates a guided experience, leading the user from start to conversion and increasing onsite engagement.  If you have an ecommerce site you can even offer user specific promotions and coupons to “upsell” your customers in real time. Here are 4 ways a Personalized Walk-Through Platform Can Increase Site Revenue:   Enhanced User Experience: Web designers are always trying to enhance user experience, whether through navigation, live chat bars or intuitive navigation. This has a huge impact on conversion, the effectiveness of a website and the revenue it brings in. These innovations are all leading to ways that a website can more closely replicate a real-life, personalized consumer encounter.  Using audio visual guides, real voice scripts and even animated elements, the walkthrough platform gets even closer to providing real time onsite guidance to assist the user in fulfilling his needs and increase user satisfaction. Increased Conversion Rate: A personalized walk-through leads users to stay on the site longer as they are lead through according to their individual interests and needs.  Not only does time on site correlate to higher conversions but you are delivering the user targeted messaging and calls to action that will drive them along a personalized conversion route. Increased ROI: With targeted, user specific messaging, your website and marketing strategy will be more effective and for the same effort and money spent, you will get more leads, more sales, more conversions and more users acting on your offers.   You will experience a decrease in one area… Reduced Customer Service Needs: By providing more onsite guidance, the platform directs users to the answers they seek and therefore reduces customer service needs. This leads to less customer service resources needed, increased customer satisfaction and therefore increased revenue.         A personalized walk-through platform can transform your website from a brochure to a sales call.  Which do you think will be have a greater effect on your bottom line?  
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3 Must Have Onsite Conversion Tools: Yotpo, Toonimo and LiveChat
by Toonimo Jan 19, 2015
  Since its infancy, businesses have measured site traffic solely based on page views. With time, the development of digital marketing has shifted the methods of measure to include more onsite engagement and length of visit, and of course, conversion rate as critical metrics. In the world of e-commerce and online businesses significant resources are invested in driving traffic to an online business site.  Once the traffic does actually land on the site, the rate of onsite conversion spend is remarkably low. According to recent research, for every $92 a site spends on driving traffic to a website, businesses invest only $1 on increasing conversion potential and optimizing the site to boost sales. The difference between traffic to conversion is insane! Why are companies leaving so much potential money on the table? If the customer is already visiting, half the battle is already done. The extra mile of converting them is providing them with a customer friendly experience that guides them through the funnel. In some ways, the onsite conversion efforts could be more important than the traffic. Customer reviews are the most important testimonial an e-commerce business can find. Yotpo enables customers to leave and share their opinions about the products they've purchased. The tool brings the most valuable ones to the forefront of the site and shares the content to the various social channels. Additionally, the e-commerce site can then present these invaluable reviews in a visually appealing way for others to see. In short, Yotpo combines the value of customer testimonials and user generated content in a visually engaging way. As customer reviews grow, the company credibility grows. Positive feedback and positive consumer experiences are what Yotpo are all about. What's great about Yotpo is that it not only enables a e-commerce business to streamline new reviews, the tool also enables seamless integration of existing ones. This great feature, combines with the immediate post purchase email to customers brings the real time marketing to the forefront of any business. Toonimo   Clearly we're a bit biased but in the world of onsite conversion optimization, Toonimo offers some value that others don't. Toonimo enables a company to customize a character that will serve as a virtual salesman that responds to and engages with customer behaviors. Each page can be customized for specific triggers of onsite patterns. In short, Toonimo is like having a full time salesman without the overhead. The character is a virtual guide for customers to feel comfortable with their concerns and can walk visitors through the conversion funnel without feeling pressured. This is by far one of the more popular onsite engagement tools. LiveChat integrates relatively easily on most sites and enables a small window to be placed at the bottom of the screen. LiveChat then becomes a great way for alleviating customer concerns by allowing them to ask any questions directly to a sales or customer service team. The advantage of LiveChat is the real time engagement and interaction that customers and companies can maximize to convert more leads. In Short While money to generate and increase traffic is valuable, it doesn't always translate into sales growth. Companies should be focusing converting existing traffic and engaging visitors to stay longer on the site and increase the conversion potential. 
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Post-Conversion Tips to Increase Long Term Customer Value
by Toonimo Jan 14, 2015
Many marketers spend significant time on acquiring new customers, while almost ignoring the tremendous impact of retaining customers and investing in the long term value of ongoing, post-conversion engagement. Savvy marketing teams understand that the the acquisition and retention of a customer are linked and is a job that requires finesse and can't be relegated to customer support.  Generating leads is the initial step to growing a business but laying a solid foundation to create an ongoing relationship with customers will generate significantly more profit over time.  Marketers should be looking long conversion strategy and should always identify the customer lifetime value (CLV). Improving CLV means optimizing existing conversion funnels and systems to ensure that the customer is always placed at the center of the equation.  Once a conversion is secured, the company's job is not over. In fact, it is just the beginning and we'd like to offer some of our favorite post-conversion strategies to increase CLV.  Why is post-conversion so important? Remember customers have invested their time and money to purchase a product on a specific site. Once they buy on a site, they are more likely to return and convert again.  With all this talk on post-conversion, here are a few effective post-conversion tips that are easy to integrate and can increase the long term relationship with every converting customer. Customer Service is the Focus Improving customer loyalty boils down to fulfilling, and hopefully, surpassing customer expectations at all times. No company, regardless of how amazing the product may be, will succeed in attracting loyal customers and brand advocates if they're treated as if they are not valued.  How can customer service be improved? This question is filled with a bastion of options.  Amazing customer service is rare. Identify the companies, like Zappos, that are famous for providing superior customer value. What qualities from their customer value system can be replicated? Anything that shows that a company is focused on constantly improving customer value, will positively influence the long term relationship with the customer. Surpass Expectations and Surprise Immediately after purchasing a product, regardless of size, customers always feel a sense of uncertainty about the potential of finding a better deal somewhere else. It is as this moment of ambiguity that companies should respond to by exceeding expectations.  What added value can be offered to a customer that has just completed a purchase on the site? Is there an awesome surprise that can considered? Perhaps this is the ideal opportunity to maximize customer engagement by encouraging them to market and push the product to their social network. Integrating a post-conversion customer centered marketing campaign can increase a company's CLV while reducing overall costs of acquisition.  Automate the Customer Experience Automation and post-conversion marketing sound like opposites. Actually, when combined correctly, the two can create a truly personalized marketing experience extremely simple.  Why? As a company creates more personalized content to their customers, the likelihood of repeat conversions increases exponentially.  Integrating a automated campaign can be as simple as designing a flowchart that identifies customer needs throughout a specific time frame. Like the baby business, who continuously automates the content to parents to fit the age and development of the child.  As a business, cultivating customers is critical to the long term success, and growth, of the business. Once acquired, customers should sense their value throughout the conversion process. Identifying post-conversion engagement opportunities will dramatically improve the lifetime value of any customer. 
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Personalization: Conversion Booster, Still Not Used by All
by Toonimo Jan 05, 2015
  According to a new report in Econsultancy, 38% of e-commerce companies are lagging behind by not integrating some sort of personalization strategy in their marketing strategies. This number is direct contrast to the impressive boost in conversion rates seen by companies that have integrated some form of personalization. While the report focused primarily on email as the main channel still being used in personalization marketing, a unique angle to the study is that brands are not integrating this successful marketing tactic across platforms. The question really should be why not? What's to loose? Personalization has already proven itself as the driving force of conversion rate optimization. For those brands still unsure of its impact, here are some of the main reasons personalization is so successful. Why is personalization so successful? Let's review some important personalization statistics and its ROI! The best personalization campaigns are those that are able to break even a minimal layer of trust with the consumer. It could be as simple as an opt-in or subscribtion but the consumer needs to trust the company at some level. 52% of digital marketers surveyed by Econsultancy and Adobe agree “The ability to personalize web content is fundamental to their online strategy.”  As Big Data becomes more important in 2015, the rich data and granular information will become more critical. Obviously, companies like Amazon and Netflix who are now the leaders in personalization are now the models that so many e-commerce businesses are attempting to model. 41% of those surveyed are focused on providing a personalized web experience for their consumers. At the same time, however the barrier for integrating this strategy is the technical knowledge necessary to onboard easily. For those companies personalizing customer web experiences, how are they using the data? Personal data collection Browser history Purchase history On-site behavior tracking User Preferences What is the impact on ROI for personalization? 88% of businesses say that social graph personalization has the highest impact 77% found that purchase history is the most important metric in creating a solid personalization strategy 70% of companies have seen an increase in conversion rates as a gauge for testing the ROI of personalization. While personalization is still a growing trend, marketing efforts need to shift towards the potential of this important conversion tool.
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