B2C Growth and Innovation Virtual Summit
April 30, 2020, Online, USA
B2C Growth and Innovation Virtual Summit
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How Real-Time Live Chat Conversations Boosts Revenue by 13%
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  • Description
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About speaker

Derric Haynie
Chief Ecommerce Technologist at Ecommerce Tech

About the talk


00:01 Introduction

01:27 Pre-sales communication benefits

08:54 The misadoption of live chat

11:40 The goal of live chat

14:35 Live chat conversation examples

20:36 Words matter

22:43 Sub-goals and challenges

25:40 6 step strategy of implementing live chat

27:03 Key takeaways

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Hello, I'm Derric Haynie. Thanks for joining me for this session. I'm really excited to talk to you about something. I'm very passionate about which is live chat and conversational commerce that is going to talk both about how to respond to conversations on social media and how to manage conversations on your website. But at the end of the day, it's really just about having real-time conversations with your customers. And yes this can increase revenue and especially for e-commerce. This this talk is good most specifically for e-commerce, but you'll see that it's applicable in SaaS

and other businesses that are getting website traffic and converting people on their site. It's just a little cleaner in e-commerce to me because we can track that purchase Roi back so again I'm Derric Haynie briefly about me. I have ran my own agency in the past. I worked in House of e-commerce brand and then in house in e-commerce technology for a help desk for Shopify stores, and that's kind of where I got the chops for live chat and understanding the value of it. Right. Now I run e-commerce Tech.io where we connect e-commerce stores with e-commerce tech providers. We also

give free consultations to e-commerce store owners. So if you are Shopify store in there or e-commerce store owner, I'd love to chat with you. It's always free. We just talked about your tech stack to the tools that you might be missing out on. What tools you might be thinking about and help prepare you to grow your store, so. There are two types of conversations you are going to have with people who come customer service interactions here, but we have a pre-sales conversation and a post sales conversation today. We really only want to talk about pre-sales. Pre-sales

is of course those questions that come in before somebody has bought for me before the product being shipped to them and they're very common in nature when it comes to e-commerce. It's about handling objections. It's like is this the right size for me? I don't know if this is going to work for me. When will it arrive on my doorstep? That's a shipping question. Right? Do you have it in stock? Why does it cost so much. Can you give me a cost?

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