[Webinar] 5 Strategies for Building Effective Mobile Engagement

With mobile device proliferation rapidly transforming consumer behavior, online shoppers are engaging in more ways and on more devices than ever before. Businesses are looking for robust customer engagement solutions that provide the ability to interact with customers on any device, at just the right time.

How prepared are you to effectively engage and convert these mobile shoppers? More than 5,500 mobile device owners worldwide shed light on how their mobile shopping habits are changing. Join us on May 15th, 2014 at 1:00 PM ET for a webinar where we’ll provide essential insights on how to convert mobile engagements into transactions and the unique needs of today’s multi-device consumers, including:

  • 5 strategies to build effective mobile engagement for 2014 and beyond
  • Key factors that contribute to a positive mobile experience
  • Insight into mobile shopper expectations
  • Top communication channels to drive mobile success

Register now, and you’ll receive a free copy of the Effective Mobile Engagement report. In addition, the first 500 people receive a $25 Amazon gift card! Report Cover*

The first 500 registrants will receive a $25 Amazon gift card. Gift cards will be distributed via email following the live event. Limit one (1) gift card per registrant. By providing your email address upon registration, you grant LMI the right to send you promotional and/or marketing messages. You may opt out of receiving further promotional and/or marketing messages at any time by following the unsubscribe instructions in any email marketing message. Entries generated by a script, macro or other automated means will be disqualified. Registrants may submit one (1) entry per person – multiple entries will not be accepted and only the first entry submitted will be eligible. Anyone found using multiple accounts to submit the same entry will automatically be disqualified.


Effective Mobile Engagement (part 5 of 5): Mobile Engagement Report Card – Average At Best

This is the final post in our series regarding the Effective Mobile Engagement research report. We asked respondents – both those that have had mobile sales engagements and those having mobile support engagements to tell us what channels they’ve used from their mobile device and then, how satisfied they were with those engagements.

Click here to read the full post from the BoldBlog discussing these responses.  To download a free copy of the Effective Mobile Engagement report, click here.


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(Image Source: Harry Tahiliani)



Effective Mobile Engagement (part 4 of 5): Let’s Chat About Email

This is part four of our series in which we discuss the findings of our recent Effective Mobile Engagement research report. In the last post we looked at how mobile impacts live chat success determinants. This time, we turn our attention to a different channel altogether – email.

One of the conclusions of the report is that a mobile engagement strategy must include text-based channels. We asked the survey respondents how frequently they engaged with companies using their mobile devices through a variety of channels. Of course, you’d expect the most popular method would be a voice call, and while calling was selected a large percentage of the time; it was not the far and away winner. In fact, when looking at the entire sample, it was bested by email for shopping-oriented engagements (49% vs. 58%) and tied email for support engagements (61%).

Click here to read the full post from the BoldBlog discussing which channels customers used the most to engage with companies.  To download a free copy of the Effective Mobile Engagement report, click here.


Effective Mobile Engagement (part 3 of 5): Mobile Changes Everything You Know about Live Chat Success

Part three of our series in which we discuss the findings of our recent research report on mobile engagement concludes our exploration of the mobilized live chat channel. In live chat deployments of size, we know that optimization of the operation is a multi-faceted task involving constant monitoring, measurement, training and testing. Over the years, providers like LogMeIn’s BoldChat and practitioners like our thousands of customers have come to understand the key success drivers of a live chat session. The Effective Mobile Engagement study sought to understand what happens to these factors, if anything, when you contemplate the chat session occurring in a mobile environment.

Click here to read the full post from the BoldBlog discussing the finding around a mobilized live chat channel. To download a free copy of the Effective Mobile Engagement report, click here.



Effective Mobile Engagement (part 2 of 5): Mobile Changes Everything You Know about Proactive Chat


This is part two of our series in which we explore the findings of a recent and comprehensive research report on mobile engagement. In two different places in our survey, we challenged respondents to consider live chat, irrespective of device, and then we threw the mobile curve-ball – asking them to consider the question again, but precisely within the mobile context. In each case, mobile was a game changer. 73% of respondents, for example, indicated across the board receptivity to being proactively invited to chat. We then asked the question again, inquiring if receiving an invite on a mobile device would change their reaction. 41% of the universe said their reaction wouldn’t change. What this means is that for the majority of the population, (59%), the use of their mobile device changed their reaction to being proactively invited.

Click here to read the full post discussing the impact mobile has proactive live chat. To download a free copy of the Effective Mobile Engagement report, click here.

(Image source: Peter Hearn)


Effective Mobile Engagement (part 1 of 5): New Research Reveals Five Critical Conclusions


We recently completed the most comprehensive piece of research ever done on the subject of effective mobile engagement. Nearly 6,000 respondents across ten countries were surveyed, and the results are both informative and, from an operations standpoint, transformative. The respondents were mobile device users who had at least, at one time or another used the device to engage with a company for support, eCommerce, or both.

Click here for a summary of the five critical findings in the Effective Mobile Engagement report on the BoldBlog, or download the full report here.

(Image source: David Goehring)


[Webinar Recap] Tips, Tricks, and Secrets to Live Chat Success

Bold Webinar

I recently joined Lauren Freedman, President of the e-tailing group, and Jon Abt, BoldChat customer and Co-President of Abt Electronics to host a webinar entitled, “Tips, Tricks and Secrets to Live Chat Success.” The three of us discussed live chat’s increasingly essential role in the customer experience, and shared expert insights into how companies can most effectively and successfully leverage the tool.

Lauren began by covering highlights, reflections, and best practices from the e-tailing group’s own expert research. The discussion then turned to Abt. Abt Electronics has been named the “Best Place” to buy appliances in the US for three years in a row, is the recipient of several awards for retail excellence, and has enjoyed a 20% increase in onsite sales conversions since implementing live chat.

By the time we turned it over to Q&A, time was almost up. Here are some questions we didn’t get to address during the webinar.

Q: We seem to get quite a few disconnects. Since we send transcripts, is there enough value in adding the answer/solution? Or should we, too, disconnect and get to the next chat?

A: If by ‘disconnect’ you mean that the would-be chatter simply quits either before the chat actually begins then yes, just move on – it’s way more efficient.  If they disconnect during the conversation, then it’s safe to assume it was unintentional, so I’d finish the answer before leaving the chat. All that said, you shouldn’t be experiencing disconnect behavior except very intermittently.  If you are, and you are our customer, please contact us so we can verify your set-up and network configurations.  If the disconnects are happening before the chatter even says anything, consider using a pre-chat form which will cut down on errant chats.

Continue reading “[Webinar Recap] Tips, Tricks, and Secrets to Live Chat Success” »


Mobile Engagement Defined

DictionaryMobile engagement is not advertising.  While the issuance of mobile ads is a discipline in and of itself, it is distinct from the concept of mobile engagement.  Mobile engagement is about communication or the facilitation of conversations between a business and a customer either in real-time or asynchronously, through a variety of connection channels. The widespread adoption of both smartphones and tablets, coupled with their constant connection to social media outlets, has shifted the customer/business balance of power squarely to the consumer.  Because of this phenomenon, “mobile engagement” today, looks much different than it should.  One of our hopes, over time, is to empower businesses to better understand mobile engagement so that they might embrace it, optimize it, and build competitive advantage from its superlative execution. Click here to read the full story.

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Using Mobile Chat Proactively Throughout the Customer Lifecycle


Successful retailers take a holistic view of the customer experience ensuring that service is seamless across different phases of the customer lifecycle regardless of the purchasing channel. But even the most sophisticated retailers recognize that mobile is making the job harder and harder. According to Forrester Research, mobile retail sales are estimated to grow from $12 billion in 2013 to $27 billion by 2016. And mCommerce isn’t just limited to purchasing goods and services online – over half of mobile shoppers (60%) use smartphones while in-store and another 50% use them while en-route to a store.

Bringing the human touch to the mobile experience can be a real differentiator for mCommerce, especially if retailers take a proactive approach. Surveys have found that 40% of customers would use mobile chat if it was offered by retailers. But why wait around for customers to contact you? Retailers should consider proactively inviting mobile visitors into a chat conversation.  Since consumers leverage smartphones and tablets from the beginning of the purchase process through checkout, there are many different opportunities to invite them into a one-on-one conversation with a helpful agent. Continue reading “Using Mobile Chat Proactively Throughout the Customer Lifecycle” »


Lessons We’re Already Learning From This Shopping Season

bold1Consumers engage in mobile commerce, or mCommerce, all year long but it’s especially true this time of year.  Just look at these stats from Cyber Monday:

  • Online sales on the Monday following Thanksgiving weekend grew 20.6% compared to last year’s Cyber Monday, according to IBM Corp.
  • Mobile traffic grew to 31.7% of all online traffic, increasing by 45% over 2012. Mobile sales were also strong, exceeding 17% of total online sales, an increase of 55.4% year ­over­ year.
  • Smartphones drove 19.7 percent of all online traffic compared to tablets at 11.5 percent, making it the browsing device of choice.

As consumers become more accustomed to buying through many different channels, their expectations for superlative service across these channels is also increasing. One strategy employed by many leading retailers is the use of mobile live chat to incorporate the human touch into the mobile commerce experience.

Chatting Your Way Up to Better Holiday Sales

Chat is familiar to most consumers and many view it as their preferred method to communicate with an online business. Forrester Research reports that the percentage of consumers that have used online chat for customer service has been increasing steadily – from 30% in 2009 to 43% in 2012. Our own 2013 Live Chat Effectiveness study confirms this finding showing that 52% of regular internet shoppers had used the technology.

As mCommerce adoption rates continue to grow, mobile chat engagement is growing right alongside, providing an effective way to facilitate one-to-one human interactions. Forward-looking retailers who want to boost next year’s holiday purchases should consider the following best practices:

  1. Support customer research and decision making through mobile chat. During the exploration phase of the buying cycle, mobile chat can be used to help consumers become more informed. Cosmetics provider, e.l.f., for example, uses chat to connect professional make-up artists with shoppers on their website.
  2. Answer urgent questions that arise during purchase. Mobile chat is an efficient way to respond to questions related to product details, shipping and return policies, and more. Quickly and effectively answering inquiries in real-time eliminates barriers to purchase, reduces shopping cart abandonment, and increases average order value.
  3. Enhance the brick & mortar shopping experience. To make the in-store shopping experience quicker and easier, many retailers are creating mobile apps or mobile-optimized website features. Mobile chat makes it possible to offer in-store customer service in a personalized and real-time manner. Neiman Marcus, for example, has an app where customers can bookmark products and connect directly with sales staff.

Mobile devices empower us to live remotely, but there is an ironic consequence to this freedom – being connected to information often disconnects us from each other.  Mobile chat can bring companies closer to their buyers during the holidays, and throughout the entire customer lifecycle.

To learn more about mCommerce best practices, download The New mCommerce Reality research report here.

(Image source: Best Gifts for Retailers by ExactTarget.com)