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How to Attract, Engage and Convert Online Visitors:
A Case Study in Success by Genesco

June 21, 2010

Sponsored by: American Marketing Association
Presenters:
Nelson Boren, Director of Customer Experience, Genesco
Ryan Hoppe, Director of Marketing - ATG Optimzation, ATG

Using live help, Genesco has seen dramatic conversion increases of up to 20% with their Journeys and Lids.com brands. Using rules-based live chat and Click to Call, they are able to target the right customers at the right time--suggest a chat when they hit an error page, offer a callback when payment details are required, or provide optimal service to high value customers with their choice of live help options. The fact is, consumers want and value live online help.

Join us as we share consumer survey results and how Genesco is using this information to drive conversion rates, decrease abandonment and keep satisfied customers returning to their site.

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e-Commerce Re-platform: Build a Winning Game Plan

June 16, 2010

Selecting and implementing a new e-commerce platform is not just about technology. The right process and management are just as important. A new e-commerce system gives you a vital opportunity to reinvent your web channel and leap ahead of your competition.

Join this webinar to hear calendars.com discuss their recent re-platforming project, and the planning that went into making it successful (the site was live in less than four months, and saw immediate and significant uplift in online sales). This expert webinar will help you build a plan to address the common re-platforming pitfalls and challenges, and ensure that your own project goes smoothly and successfully.

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Live Help and e-Commerce: Why Global Online Shoppers Demand Live Customer Service

April 1, 2010

Sponsored by:  Retail Customer Experience
Presenters:  Ryan Hoppe, Director of Marketing - ATG Optimization, ATG
  James Bickers, Senior Editor, Retail Customer Experience

A growing number of retailers are turning to live chat and click to call solutions to provide live online customer service instead of forcing shoppers to use self-service or call a toll-free number. Why? Engaging shoppers with live help at the right time in the right channel decreases shopping cart abandonment, increases conversion rates and order values, and builds loyalty. New data suggests consumers want, expect and value live assistance when shopping online.

Join this one-hour webinar to hear key findings from a global survey of more than 3,000 shoppers, such as:

  • What drives consumers' use of different customer service options, including live help?
  • How useful is live help among different demographics and phases of the buying cycle?
  • When and why do consumers want a live voice conversation vs. live text chat?
Find out how to transform your online shopping experience and boost online revenue with live help.

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