Ilkka Vertanen (Page 2)

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How to Improve the Quality of a Live Chat Operation

Successful Live Chat: Quality

How to Improve the Quality of a Live Chat Operation

I give concrete examples of how one can improve the quality of live chat operation, in other words, make that metaphorical formula one car go faster. Referring to my previous blog, I give examples for improving both agent experience and customer experience.

Live Chat Is Like Formula 1: Quality Matters, Speed Is Of The Essence!

Successful Live Chat: Quality

Live Chat Is Like Formula 1: Quality Matters, Speed Is Of The Essence!

I approach quality from two viewpoints: Quality experienced by (potential) customers and by live chat agents. I draw an analogy to Formula One; Employee experience is fuel for the formula one car, but customer experience is the speed that wins the race.

The Story of My Chatbot: Meet Ilkka-bot

The Story of My Chatbot: Meet Ilkka-bot

The idea was to use chatbot like newsletter while, of course, taking advantage of all capabilities this new medium offers. So now I have a chatbot that educates people about live chat, sales chat, and chatbots. Fun.

Customer Service Chat: Use Cases & Best Practices

Successful Live Chat: Direction

Customer Service Chat: Use Cases & Best Practices

To build upon the examples provided in the blog post about Direction, I now describe how to use a proactive live chat to reduce calls to call centre, minimise errors in submitted forms, and fight shopping cart abandonment.

Sales Chat: Use Cases & Best Practices

Successful Live Chat: Direction

Sales Chat: Use Cases & Best Practices

In this blog, I describe how to use live chat to generate sales leads, convert users of a free plan into paying customers, and increase average order value.

The Most Important Principle Of A Successful Live Chat Operation: Direction

Successful Live Chat: Direction

The Most Important Principle Of A Successful Live Chat Operation: Direction

In my earlier blog, I covered three principles for successful live chat operation: Direction, Quality, and Quantity. As you might know, these are same principles as to building a winning sales organisation. In this blog, I discuss in detail the most important one of these principles: Direction.

Why You Should Implement A Proactive Sales Chat

Why You Should Implement A Proactive Sales Chat

roactive live chat is a chat conversation initiated (automatically or manually) by the company rather than a website visitor. Instead of waiting for a visitor to begin chatting (by clicking on a chat icon and sending a message), messages are sent out to greet website visitors inviting them to chat.

Three Principles For A Successful Live Chat Operation In 2017

Three Principles Of A Successful Live Chat Operation

Three Principles For A Successful Live Chat Operation In 2017

After reading this post, you hopefully have a general understanding of what is required for a successful live chat operation in 2017. As you might guess, chatbots, artificial intelligence, and rest of the buzzwords are part of a winning setup.

What's Hot in the UK's Online Retail?

What's Hot in the UK's Online Retail?

During the autumn, there has been (at least) two major e-commerce events in London: first E-Commerce Expo at the end of September and in October Internet Retailing Conference. I think it's now a time to give an update on what is hot topics in the UK's e-commerce space.

How To Use Intelligent Targeting In Banking Industry

Conversion Rate Optimisation

How To Use Intelligent Targeting In Banking Industry

In the banking industry, conversion marketing combined with intelligent targeting allows you to pick the right tool for converting each potential visitor.