Conversion Rate Optimisation

Pre-ActiveReception, getting traffic to your website was the big thing, SEO was a great buzzword; Post-ActiveReception, SEO is just the first part of the story...



Once the visitors arrive, what happens then, they need to convert.

There are two distinct ways in which our live chat software handles this, firstly, let’s deal with the basics on a low traffic website:

A visitor arrives at your website and you immediately see them appear on your live chat console:



At a glance you can see where they are from and what page they are on; in just one click, you can learn a lot more about them, such as where they came from, what keywords they used to find you, or was it one of your ads that they responded to, how many visits they have made previously and quite a bit more...



Perhaps you ascertain that by their characteristics that they are a lead you spoke to earlier that is checking you out, or they are a prospect that has responded to an ad, either way, it is polite to offer some help.  By simply clicking on the proactive live chat icon, a fully customisable live chat invitation appears in front of your visitor whilst they’re looking at your site.



Once you start chatting to them you can further their initial inquiry past the point of casual interest to a heightened desire using sales tools at your fingertips, such as brochures or product images that you can push through the chat. 

Fundamentally, the longer you retain the visitor through providing personal sales assistance the more likely they are to purchase from you; certainly more likely than if they were flat out ignored!

Now let’s look at a more complicated scenario, a busy Enterprise website with millions of monthly visitors...

Essentially, the basics remain the same, you want to offer personal service to every visitor and identify the best approach for the most approachable moment. 

But doing that with millions of visitors would require a very diligent and observant, (not to mention superhuman), operator.

Instead, we employ a systematic approach that is based on experience and, of course, our live chat application combined with ActiveCampaigns.

The first stage is to identify the most approachable moment, in many cases this will be where the visitor exits your site, abandons their shopping experience or it may simply be the moment they arrive in response to an online advertising campaign. 

Whatever the case, by establishing one, or many approachable moments, we can then map the moment to actual approach. 

Again, we have a few pre-defined approaches ready to use and customise and vary from a regular “Can I help?” live chat invitation to a more subtle icon or button change within the page to discreetly attract attention and offer sales assistance. 

There are so many combinations that can be used the only limitation is creativity.

So, once you have mapped the visitor characteristics and behaviour to the right kind of proactive chat invitation served automatically at the opportune time, you are most likely to start chatting to your visitors and lead them through a sale or garner them as a fully qualified lead for real-world follow up...which leads us to a final comment on this...

We can easily integrate ActiveReception into many mainstream CRM systems so once a lead has been qualified and captured, the information can be instantly passed down the chain for appropriate follow up.  And, should that visitor return, you can route them automatically to the right sales person.