The initiation step is your first opportunity to drive the top of your sales funnel. By initiating conversations with the right visitors with NudgeBOTS. You also give your prospects and customers a way to reach you when they have a question or want support.

Live-engagement also affords you the opportunity to also use campaigns to push your customers and prospects to your live-engagement page.

Once you’ve initiated a conversation it’s time to direct the customer through the sales funnel to the most appropriate agent – one with the best fit for the customer in terms of language, location and product interest. For simple questions and support, all agents should be able to handle the enquiry, but more intelligent routing could be required for complex queries and expert advice.

It’s also important that the Live Engagement is managed in the most impactful way for the customer. For example, does the customer want to engage by video chat or are they comfortable with a text chat engagement? Do you need close up cameras to show the finer detail of an expensive item of jewelry? Does the customer need you to show them a car outside in a parking lot? Or do they need some help completing a loan application online?

Once the engagement is underway, the customer has the flexibility to request additional advice from an expert, turn on their own webcam to show the agent their own home, or switch the conversation from text to video to co-browsing the site. Live Engagement offers multiple ways in which the agent can interact with the customer and fine tune the engagement before a sale.

Once the customer has completed a purchase, the journey continues via automated workflows, an integrated CRM follow up email campaign or a scheduled check-in appointment. Each interaction enables comprehensive reporting to measure the success of Live Engagement as a sales enabler and relationship-building tool.