Keep Users Focused With Personalized User Guidance
by Toonimo
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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Customer Service for E-Commerce Site: What It’s All About?
by Toonimo
  In the world of e-commerce and online businesses, a brand must maintain stellar customer service at all times. While the larger brands can rely on strong customer service departments, the leaner e-commerce sites have to work exceptionally hard to prove their value at all times. Maintaining a high standard of customer service enables a company to gain trust and credibility among their potential customers. As the level of customer service increases, so does the credibility of the overall brand.  We recently came across an great infographic that describes 7 great ways to provide amazing customer service in the e-commerce industry. Rather than elaborate on all 7 points that are so poignantly laid out below, we are going to focus on two points that we've found to be particularly important in engaging and converting customers. Online Engagement As the infographic states below, many customers visit a site before completing a purchase. They explore the site to gain trust with the brand and to ensure its legitimacy. We've found that once on the site, if a customer is engaged and interacts with the site in a meaningful way then the likelihood of conversion increases significantly. The engagement can be in the form of an online chat feature or a virtual agent that responds to consumer behaviors. In either case, the focus is to keep customers on the site and increase their interest in a product or in the overall company. Delivering an Impressive and Responsive Experience Customers today are searching for online businesses that can deliver excellent customer service at all points of the purchase (before, during and after). The e-commerce site should always focus on continuously surpassing any customer expectations. The responsive nature of the site and the valuable information that the content or any onsite engagement tool provides can determine the level of conversions and long term relationships.     Click to Enlarge Image Success Center— Brought To You By Desk.com This great infographic describes some great ways for any e-commerce site can quickly increase its customer service efforts. Together with excellent onsite engagement tools that provide interesting ways for a customer to interact with a brand, customer service may very well be the most significant conversion tool available. ...
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3 Must Have Onsite Conversion Tools: Yotpo, Toonimo and LiveChat
by Toonimo
  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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Drive More Engagement in 2015 with this Growth Tip
by Toonimo
  New Year's Day, and the entire holiday season, is focused on celebrating with friends and family. In today's day and age, even family events and holidays are all about digital engagement. Everyone has multiple mobile devices and spends more time engaging with virtual friends and communities than with actual people. With 2015 about to start, what's the one tip to help online businesses drive more onsite engagement? The Power of the Network Some products like communication products are only useful when used with other people. Sure, some customers can try to mimic the interaction of a network by automating the process. Ultimately, the best products are the ones that we would feel comfortable bringing our network to use the product. Especially in the e-commerce and online business industry, upselling and expanding the core customer based is dependent on growing the number of people accessing the site. The most wildly successful products are ones that have been personally recommended. As an example, two recent products have reached tremendous success through an 'invite-only' model, the One Plus One cell phone and Google Inbox. here are 5 tips to boost more audience interest using the invite only theory. 5 Invite Hacks that’ll Drive Growth   1. Delay the “Ask”  Almost every company attempts to integrate an 'invite a friend' into their growth marketing campaigns. Delay the invitation or refer a friend option past the Free trial phase. Wait to ask for a favor from a customer like reaching out to their network until they've reached a specific milestone. Once achieved, these milestones show a higher level of engagement and brand interest. 2. Guide Customer Invites Once a company is asking for referrals, take the time to be as specific as possible. Guiding the existing customer towards the ideal expanded customer within their network, will yield better results. Practically speaking, once a customer logs in with a social media channel like LinkedIn, the ideal customer is now much easier to identify. In fact, great companies will display the names and faces of the ideal customers within the network. That’s powerful. Guiding users is the ideal tool for engaging them and increasing their interaction with the brand. Great sites integrate either a chat feature or virtual guide to help users with possible points that often cause drop rates. 3. Ask for Others to Help Test This invitation only tip works great during free trials. Rather than ask potential consumer to invite their friends, ask them to invite friends that will help test or evaluate the product. Critical to this growth tip, means the company needs to focus on the 'testing' style in terms of content. These prospects are not there to be sold on the first interaction. 4. Follow-up with Invitees If a company has successfully gained sufficient trust that users feel comfortable enough to refer friends, that's a very great step in the right direction. Some companies are actually offering incentives to empower existing users to secure their referrals. 5. Ask Multiple Times Asking too early for referrals is one thing. Making that the only time to ask is even worse. An active call to action that asks them to refer a friend can be effective. Optimize the Onboarding If an online business adheres to these tips, than customers will gladly refer friends and family. Make sure that the process of on boarding new referrals is seamless and simple. Unfortunately, the process of securing a referral via an existing user is considered to be a secondary unimportant issue. Together, these tips will help drive more engagement and customers to any onsite business.  ...
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10 Tips to Optimize Any E-Commerce Site Conversion
by Toonimo
  Happy holidays to all! As people continue to share the holiday spirit and open the many gifts placed under the tree, here is our gift to you. As we know, an e-commerce site is both a storefront and a virtual salesperson for any business. The site, like a store, should be pleasing to the eye, simple to navigate and engaging to the consumer at all times. Consumers visit an e-commerce site with the intent to buy, so the entire site should be approached with their intentions in-mind. Keeping the site simple, clear and seamless will encourage more sales and conversions. To help spread the holiday spirit, we've narrowed the conversion optimization process into 10 basic tips. These tips will make any e-commerce site into an highly optimized sales funnel.   1.  2.5 seconds is all it takes That's right. Most consumers will scan a site in search for a particular item in just 2.5 seconds. Will they be able to navigate and find a product within that limited time frame? E-commerce sites should have the data metrics to identify repeat customers or visitors. With that information, zero in on the products they've searched for previously and use them to retarget their interests. If the site knows who the customer is, where they visit, and what products they're interested in, make the process a cinch. Enable them to buy without hassle. Identify these points and encourage consumer participation in the process by integrating a virtual chat system or a virtual agent to bring the site to life. 2.  Incentives  Customers always enjoy a good deal. Make the incentive clear with a strong call to action. The button should be big, bold and striking. The incentive to buy now could also encourage conversions. Give customers a reason to take action by offering them something for free. Free could be an e-book, a guide, quote or shipping. Are all of the actions be positioned above the fold? That's where most consumers stay. So keep the calls to action within this frame. 3.  Create Value The key to high converting sites are the value propositions that are clear from the initial point of contact. Why should the visitor take action? Is it clear? Are the offers clear? Is pricing listed in a place that's obvious? Is the quality of the product and brand clearly placed for viewers? Once again, are the products strategically placed in an engaging manner ABOVE THE FOLD? 4. Conversion Made Easy How are the featured products displayed? Is there a separate section that highlights them? Is there a place for customers to chat with a salesperson? Or is the phone number placed for easy access? 5.  Cues that Direct As consumers scan sites very quickly, the best way to guide them through the site is with visual cues that direct them to the call the action. Make their journey simple by offering directions and graphics that are obvious. 6.  Build Trust With so many online businesses, many consumers are wary about e-commerce sites and the company that stands behind the product. Show any seals or certificates on the home page and on the checkout page to build trust with the consumer. In addition to BBB, SSL seals, and gateway seals, having social buttons that show a brand to be active on social media channels also reflects a sense of trust. 7.  Is EVERY landing page ready for conversion? Simply stated, every page should include a call to action. There's no reason for excuses. Any page that is live, should be considered prime real estate for consumer conversion potential. Are there any categories without products? Are the high trafficked pages or most viewed optimized with large buttons encouraging consumers to 'add to cart'? 8.  Service Location?  Can consumers easily reach the customer service agents? Or contact the store? Are there any shipping restrictions? Place this information in an accessible location. It's important and builds on the trust factor mentioned in number 6. 9.  Room for Text? With all the focus on products, images, graphics, and triggers, we haven't even mentioned the word text. For many reasons, mainly SEO related, a paragraph or two of text is critical to include on any site. The text also can explain product value. The trick is to make the text clear and concise without being overly focused on the sale. 10.  Navigate with Colors Colors can evoke emotions among consumers. Allow the site to be filled with colors that build confidence, interest and trust. A mixture of colors is acceptable but should be carefully considered as not to distract the customer conversion process. Happy holidays and good luck! ...
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Using Customer Development to Increase Conversion Rates
by Toonimo
  Even as customer experiences continue to shape the future of the online business industry, many e-commerce businesses are still missing the best opportunity to develop their customer development cycles.  The conversion rate optimization process isn't always that always, but if integrated correctly, developing customer input opportunities may prove to be the most insightful work that any e-commerce business engages in on a regular basis. Why is customer development so important? Conducting customer interviews, surveys and reviewing key take aways, provides the business with rich relevant insights about their products, market fit, and consumer behaviors and issues with specific products. Performing customer interviews and asking for their input is not always easy but a brief list of options may make the process easier. 1. Adwords/ Facebook Ad- set up a simple landing page to drive some preliminary leads.  2. Social Search- initiate conversations who mention your brand or the space. Engage, discuss and continue the conversation offline or at least via email. 3. Buzzsumo alerts/ Google Alerts use these tools to build an email list to reach the most appropriate audience. 4. First degree network- create an email template that can be sent to those familiar with the product or within the company. 5. Customer Initiatives- offer existing customers an incentive for answering some product related questions. Interview Process Once the targeted list is created, engaging the customers or potential customers requires an understanding of what the goal of the questions will be. Will the customer be providing insights on existing problems and what a product can do to solve it? Or will they be responding to provide feedback about an existing product? The interview should always begin with a script that inquires about the consumer as it pertains to the product. After the initial series of gather information, the interview should be a series of open questions, enabling the customer to speak and offer full answers. Customer Exit Surveys A simple to initiate a customer development campaign is to integrate a product, like Qualaroo, that allows you to send customers a simple form to fill. These responses offer valuable data about customer problems, reservations about the product, and pain points. If set up correctly, these systems can be triggered to appear soon before the checkout or bounce away from the site. The extra page views and engagement could either encourage the user to convert or at least allow them to explain why they are choosing to leave. A critical aspect of surveying customers is to understand the target customer and what stage of the buying process they are currently engaged in. If the visitor is a first time customer, then the questionnaire should be relevant to them and not to the repeat customer. The goal of the interviews and responses is to understand why they buy, how, how they think and their reservations. Once the interview and exit questions have been secured, the next step is to strategically place them in the different places on the site. The optimal location is on the pages with the highest traffic and bounce rates- in other words the exit pages.  These pages are also the ideal location for placement of virtual guides or customer service chat features.  Why? Simply stated, these pages are often the pages with the biggest conversion potential but also represent the biggest holes in the sales funnel. Offering consumers options to ask questions or enabling them to gain brand trust through positive onsite engagement, increases conversion rates.  Improving conversion rates by engaging users via customer development surveys can pose a challenge to many e-commerce companies. If executed correctly, the brand will benefit from increased customer engagement and rich data that enables the company to improve their core products and boost conversion rates. ...
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