In my talks with prospective customers many ask me what they should expect from virtual sales agent (VSA) technology. The majority of our talks center on using VSA technology to help recover bounced [abandoned] traffic. Expectations can vary depending on several variables including offer terms, traffic source, website design, etc. so, we typically point to a couple of case studies. One of the studies we use to convince prospects our technology works is with a company we'll refer to as XYZ.com. The company runs a free credit score model, where the end user has to sign up for monthly monitoring in order to get their free credit score. One of the objectives for the company was the increase their online conversions and monetize their traffic. XYZ.comgets the majority of their traffic from affiliate marketing and wanted to offer their affiliates the highest commission in the free credit score niche. In order to offer their affiliates a cpa [cost per acquisition] commission that is higher than the competition they had to increase bottom line revenue without increasing their spend.
We worked with the company's marketing department and came up a recovery campaign consisting of two unique campaigns. One campaign [default] was used to recover bounced traffic off the landing page and the second campaign [reg page] was used to recover bounced traffic off the registration page. The default campaign focused on the free credit score and benefits of the service like helping to prevent identity theft. However, once the user navigated to the registration page they were presented with the monthly charge for credit monitoring. The reg page had a high bounce rate and caused sticker shock to a lot of users who saw the monthly charge for the first time. Our chat focused on a 35% discount for the monthly monitoring.
CHALLENGE:
XYZ.com competes head-to-head with the industry leaders in the 'free credit report' space and needed an edge over the competition right out of the gate. They needed to convert more sales than the competition resulting in higher payouts to their publishers and affiliates. A successful conversion was a user that clicked from the landing page to the registration form, filled out the registration form, clicked to the shopping cart page and entered valid credit card information.
GOAL:
XYZ.com contacted us to provide an abandoned traffic strategy using our virtual chat sales agents. The goal was to increase conversions by recovering abandoned users so they could afford payouts higher than the competition. Not an easy undertaking when only a couple of competitors control 90% of the market space.
STRATEGY:
We eagerly prepared a strategy solution that included two unique script campaigns. Each script was crafted using varying strategies to engage abandoned users and get them to go back to the website and signup for the trial using a valid credit card.
1. Landing Page Campaign:If a user abandoned the LP the VSA agent would engage a soft approach to bring customers back. The script emphasized the "free trial" which includes the user's credit score from the 3 major credit bureaus: Experian™, TransUnion® and Equifax™.
2. Registration Page Confirmation: Once a user is on the Registration page the price terms are displayed defining a monthly cost after the conclusion of the free trial. The price often scares off consumers looking for 'free trial'. Once a user abandons the registration page the VSA script will offer a 35% off discount as incentive. The script also uses "scare" dialogue like "9 million people had their ID stolen last year. Don't let this happen to you"
RESULTS: .
After running the 2 campaigns for three months VSA provided a lift in registrations and paying customers that enabled VSA to offer their affiliates and publishers a payout comparable or higher than the leading competitors.
Registration Page: 6255 clicks on chat links > 3220 filled out the reg form = 51% Conversion Shopping Cart Recovery: 3059 clicks on chat links > 659 used credit card = 21% Conversion Virtual Sales Agent recovered 1998 abandoned users who entered in their credit card info.For more information on using virtual agent technology to increase your online conversions and mitigate customer service please CONTACT TEAMSALESAGENT
Team Sales Agent utilizes patented Virtual Sales Agent technology
http://www.teamsalesagent.com/
The Delfin Project, Inc.
7301 W Palmetto Park Rd
Boca Raton, FL 33433
561.361.7887 x1
kcollins@DelfinProject.com
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