Category Archives: Customer Experience

How to build an eCommerce strategy with Live Chat

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The best retailers use Live Chat tools to inform and engage online shoppers. This post will show you how to use it on eCommerce and give examples of successful use cases.

Have you ever thought about what defines conversion on eCommerce? Most online retailers believe that the checkout process defines sales. However, many variables lead the customer to the purchase, so the conversion process involves much more than the checkout page.

Build an eCommerce strategy with Live Chat

In a messy and pulverized eCommerce market, where online brands are often competing for customers’ attention, it can be a struggle to lead users from research to purchase.

An excellent strategy to maximize sales and engagement could be through Live Chat. Look at the most successful online services – from marketplaces like Amazon to digital retailers. You’ll see that all of them have a Live Chat window in their webpages and applications, where they offer the possibility to talk to customer support or sales agents.

Beyond just a convenient button, Live Chat serves as an essential touchpoint with the customer across the decision-making process and after the purchase. It’s as if brands are transposing the classic tagline “How can I help you?”, the cliché of physical retail, to digital spaces (but in an organic, non-intrusive way). 

In the age of immediacy, digital marketers and salespeople need tools that help them quickly respond to customers and solve problems more dynamically. In that sense, Live Chat can be a great option for companies who want to professionalize their eCommerce operations.

In this post, we will explore:

  • The concept of Live Chat
  • Examples and use cases of Live Chat in eCommerce
  • Specific benefits of Live Chat for eCommerce
  • Using Live Chat beyond Customer Support

What is Live Chat?

Live Chat is a tool that allows customers to comment and interact via messages directly on a company’s website, usually while browsing products and viewing content. The Live Chat is generally presented as a window in the page’s corner or as a pop-up button. It can sometimes be hidden in the customer support section.

Live Chat makes communication between brands and their customers much quicker and organic as it emulates messaging platforms. That is crucial for brands that want to build more personal connections with clients. 

Also, Live Chat allows users to speak directly with companies, without having to reach them by email or phone, for instance.

One of the main benefits of Live Chat is that it allows multiple interactions in a single web interface, which is vital in the age of digital multitasking. According to a study from E-Consultancy, 51% of customers prefer Live Chat to other channels precisely because it allows them to multitask. 

Sales and customer success teams typically use live Chat to provide customers with support and personalized answers in real-time. It can be used by companies in different sectors, from marketplaces, online retailers, entertainment, and media companies. What varies is the person behind the live Chat.

If you run a media company, you might have editors commentating live events and sales reps behind the Chat offering subscription services. Now, if you run a fashion eCommerce, for example, you might have a customer support professional offering to help with product and shipping information, and so on.

Why using Live Chat in eCommerce

When it comes to the experience in eCommerce websites or marketplaces, customers want more than great products and a neat catalog curation. Interactivity has become a key element of shopping, and customers want the chance to have their problems and doubts solved all at once if they can. 

That’s where Live Chat comes to play. It can boost your eCommerce strategy, improve customer experience (CX), and give your teams more instruments to convert customers and gather business insights.

Let’s explore a few benefits of Live Chat for eCommerce and how it can enrich Customer Experience.

Fast customer support

Online retailers know that the longer they take to answer a customer, the less likely they are to convert and stay loyal to the brand. The truth is nobody likes waiting for replies through email, SMS, and other support channels.  

Because Live Chat is instantaneous, it’s a lot more attractive as a customer support tool. A recent research suggests that it takes only 42 seconds for a live chat support staff to solve a customer query, which makes the customer experience (CX) much better. 

Human touch

In the age of automation and chatbots, a human approach to customer experience might actually give you extra points in the relationship with customers. Even though automated emails and chatbots can be a blessing for optimizing customer support, studies show that users want to interact with humans whenever possible.

The 2019 CGS Customer Service Chatbots & Channels Survey found out that 86% of American customers prefer to talk to humans over chatbots. With Live Chat, you can give customers personalized, warm assistance in an easy, user-friendly way. Besides, much like at physical stores, consumers are more likely to buy when they are treated well.

Non-intrusive

Unlike other communication channels, Live Chat shows customers that the brand is available to help without disturbing customers’ attention. This non-intrusive approach is crucial for a customer-centric strategy and shows respect for customers’ time, which might help them reach a purchase decision.

Integrated shopping experience

If your company sells products online, you know how complex communication with customers might be. Let’s say a customer just checked out of your website and realized he registered an old shipping address. 

Traditionally, they would have to leave the website and reach out to the right customer support email address or phone to solve the problem, something that could take a couple of days to resolve.

Live Chat, however, can remove this type of friction by integrating the communication cycle in real-time, which is smarter and more effective than executing communication through different channels. 

Besides, E-consultancy shows that 29% of customers want to be in control of the conversation with brands, and Live Chat gives them that. 

Improve Conversion rates

While offering customers rapid solutions to their queries, Live Chat can speed up the decision-making process and improve conversion rates. A study by Emarketer found that more than 60% of consumers would return to a website that offers Live Chat, and more than 79% of consumers feel that having quick answers impacts their buying decisions.

Make personalized offers

While Live Chat is great for solving transactional problems in eCommerce (related to payment and orders, for instance), it can also be a great channel for offering product recommendations and special discounts. A study by ATG Global Consumer Trend found, for instance, that more than 90% of customers think Live Chat was helpful for them while shopping online.

By offering customers personalized recommendations or coupons, brands can use Live Chat to get them out of “research-mode” and convert them into actual buyers. Ecommerce players can also use it to upsell frequent customers. 

Optimize customer support costs

Live Chat represents a cheaper and effective way to communicate with customers from an operations standpoint if compared to call centers. With Live Chat, you don’t have to put your customers on hold, and a few representatives can talk to multiple customers at a time. 

Increase Customer Satisfaction and Loyalty

Every marketer’s goal is not just to convert customers, but to make them satisfied and loyal to your brand, so they always come back. Ultimately, customer satisfaction is related to customer convenience. 

An eDigital Research survey found that 73% of customers who used live chat support for online shopping were highly satisfied and willing to come back for future shopping. Another study by J. D. Power discovered that overall customer satisfaction was higher when customers used the Live Chat window than in other channels. 

Examples of Live Chat in eCommerce and digital platforms

If you look at the digital landscape, you will see that many highly regarded brands have used Live Chat to enhance their websites. 

Still having trouble visualizing how Live Chat can be incorporated into eCommerce? Let’s see how successful digital platforms and retailers are using it. 

Amazon

One of the global references when it comes to marketplace and eCommerce experience is Amazon. They offer Live Chat options that allow users to chat with customer support specialists about account details, orders, and shipping processes. 

The customer can choose the topic he wants to chat about (memberships and subscriptions, ordering and shopping preferences, Login & Security, etc.) before being redirected to a specialized support agent. 

PlayStation

Can you imagine how many customer queries PlayStation, from Sony, receives in its customer support channels everyday? Probably loads of them. In order to make communication with game players easier, the company has Live Chat rooms linked to its webpage, whereby customers can chat with support agents about things like account access, game purchases, and charge refunds. 

Apple

Among the companies that offer great user experience is also Apple, which has a real-time customer support team on Live Chat. Through the chat, customers can arrange a chat with an Apple expert who specializes in their exact question. Everything happens within Apple’s website, so the customer doesn’t have to worry about sending and waiting for emails and phone calls. 

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Shoply.tv

Shoply.tv is a project which was developed collaboratively with Arena, unifying a great live video solution with a powerful live chat tool. Even though some features are currently being developed, the results are already used by more than 2,600 clients around the world, and we’re still counting. Shoply used Arena Live Chat to develop a live video shopping solution that enhances customer experience by enabling the best sales and engagement tools.

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How to derive even more value from Live Chat in eCommerce

So you have learned that Live Chat has many benefits for your eCommerce operation. However, in order to effectively sustain its value, you have to manage it wisely. Here are a few tips to take advantage of Live Chat beyond customer support.

1) Share customer feedback with marketing teams

Insights from Live Chat can be useful for other departments, not just customer support and sales. Online stores can share customer feedback with marketing teams as well, just so they can make changes in their strategies according to what’s best for your audience. 

2) Integrate Live Chat leads to your CRM and Customer Data Platform (CDP)

Live Chat tools can also provide information to Customer Relationship Management (CRM) systems and be integrated into Customer Data Platforms (CDPs).

You could choose to add CRM contact information to your Live Chat tool, integrating valuable customer information that can be used by support and sales professionals during sessions with customers. 

By having all customer information available, you can reduce friction and improve conversions. After all, your team should focus on answering your users’ needs, without spending too much time searching for customer information.

A CDP, on the other hand, can use Live Chat information to determine customer profiles, products bought by single customers, and the value generated by chat conversations. It can also integrate Chat information to data generated by other channels and customer platforms.  

That way, your teams can follow up with the created leads, having access to easy conversion reports and reducing the friction between different data platforms.

3) Understand where users come from

One of the challenges for eCommerce players is to understand how their marketing efforts connect to online conversions in a granular and accurate way.  Talking about Live Chat, how can they track what led to a conversion in the Chat?

Some Live Chat tools allow you to connect the dots between chat sessions and the marketing sources that led the customer to the chat – whether it was a campaign, a keyword, or landing page.  You could integrate your Live Chat to Google Analytics for instance, and see a bigger picture of chat conversions and Adword campaigns that led customers to chat sessions. 

Such data is important to determine if your marketing channels are actually bringing people to your page – and how they are connected to your Live Chat. That allows companies to optimize campaigns more accurately according to the insights.

Want to try Live Chat on your eCommerce?

If your company still hasn’t adopted Live Chat support, maybe it’s about time to change that!

Not sure where to start? Arena has one of the most robust Live Chat tools in the market, and the best part is that you can try it for free! Access our free trial and get the best out of the Arena Live Chat.

Live Chat Marketing: Improve Customer Experience

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Live Chat has been around for some time now. But why is it everyone talking about it all of a sudden? For starters, more than customer support, it can also be used for marketing and sales.

Despite not being a new tool, it is being used in different and more efficient ways now. Even when it was already used for customer support, it was not really the best of channels since it promised real-time answers, and that didn’t really happen.

However, with the digital presence’s growth, many customer-related services and marketing strategies needed to evolve. Before, companies were more centered on presenting and selling their products.

What’s different today? Strategies are customer-centric! That means that most content is focused on the customer’s journey. Instead of just showing them the product, marketing needs to work around the pain points and how to deal with them.

And what does Live Chat have to do with this? Since it’s a communication channel, it’s a path that will give the customers what they are looking for: a quick and efficient service. Plus, it’s a benefit for the company.

Through Live Chat, you can get to know who your consumer is, what they are looking for, and store important information that will lead to the brand’s following marketing plans.

Why is now the best time to invest in a Live Chat solution? Let’s learn a bit more about it!

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Why does marketing need Live Chat?

One characteristic of the Live Chat is the capability of personalizing the initial message. Every system gives you the possibility to do that. Even more than one message can be included to be sent according to the customer and navigation made.

So, if someone visited a product page, you can send them a message offering a discount. But if it’s the person’s first time on your page, you can simply say, “welcome! What can I do for you?”.

This feature is excellent because it allows you to work according to the current strategy and moment the brand lives. Additionally, you don’t need to use the same messages for the rest of the company’s existence. The decision is not that dramatic. It can and should be updated as your brand grows.

Many companies have difficulties using Live Chat, they have and use the tool, but they know they could be doing more and better with it. If that’s the case for you, I’m glad you are here to find some ideas to improve your tactic. 

What are Live Chat features?

You can talk to customers, sell products, and work your marketing plans through the chat. Overall, all of these features will follow your chat’s first message. That’s the link we make here that explains why I’ve talked about it in more detail earlier.

That happens because that’s where you catch the client’s attention to start a conversation. From then on, it’s on the attendant’s hands. The conversations need to be helpful and flow naturally, always thinking about the customer’s needs first.

Does Live Chat have anything to do with Customer Experience?

To sum up: it has EVERYTHING to do with it.

Every bit of interaction someone has with your company is already a part of their experience, so it wouldn’t be different with Live Chat. Though it does have something more: it’s a tool that allows you to communicate directly with the consumer.

It’s a means to help them and make their entire experience easier and better. If you’re having trouble with customer services, Live Chat can help you transform your image for the better as long as you follow some best practices, of course.

More than installing this tool, you need actually to have a strategy to work with it. To help you understand what kind of approach is the best for your brand, here is some more information on the benefits of this tool: 

What are some Live Chat benefits for your company?

A happy customer

When you put the client at the center of your strategy, things tend to get better magically. And Live Chat is one of the tools that help that magic happen. It gives the consumer convenience of having their questions answered without the need to make a call, send an email, or even leave the page.

More than that, customers can:

  • be attended while multitasking;
  • have real-time and efficient answers;
  • get their questions answered before, during, and after the purchase;
  • have a closer relationship with the brand.

Higher satisfaction levels

Because of the reasons mentioned above, you could only get this consequence: a higher customer satisfaction level. It’s considerably better than other support channels, like through email or phone.

Besides, with the real-time factor in action, customers get a more positive and complete experience. Thus, increasing the chances, they will recommend your brand to friends and family.

Sales strategies

By using Live Chat, it’s possible to create automatic messages and practice complementary sales strategies. So, through this, you can rescue abandoned carts, offer discounts on products that were visited but not added to the cart, and use the cross-selling strategy.

All of these alternatives are made with the first message coming from the brand itself.

How does that work? For instance, if you have an abandoned cart, there’s a reason for it, right? So, what was it? Maybe shipping costs were too high. Perhaps they tried using a coupon that expired, or something like that. 

To know exactly what message will affect the customer, you need to track what actions were taken by the consumer on your page. On this note, you should also know that working with Customer Data is essential.

If the expired coupon was the reason for an abandoned cart, what can you do? One option would be sending a personalized message offering a new coupon.

Customer’s journey

Because it provides service for any customer, it works the entire life cycle, being a complete tool. In other words, it works the customer journey. If they’re in the discovery phase, the chat can work to lead them to purchase faster. But if they are already considering a solution, the chat can be used to convince them your product is better — or at least to give them an extra push with a discount.

Even if a decision isn’t made right away, you can still generate qualified leads through the use of Live Chat. For example, if someone comes asking details about a product, you can say you’ll send all the information through email.

There are many ways to work the customer journey here and it’s better that you talk with the marketing team so you can line up the best strategy for your brand.

Faster decision making

Because Live Chat can influence the customer journey, it can also be used to help consumers make faster decisions. That is one reason why your conversion rate increases by up to 42% by using this chat system.

Everything should be done in a way that doesn’t pressure the client, of course. However, this method to lead them to purchases in a quicker way is quite efficient.

Basically, when someone asks for shipping costs of a certain product, you can offer some special advantage — for example, free shipping to buy that product + some complimentary item like, let’s say, a smartphone and a personalized case.

Instead of spending weeks thinking and analyzing if they actually do want to buy that item, the client will take advantage and purchase at that very moment, hence making a shorter customer journey than it’d be without the help of a Live Chat.

Offline configuration

Despite many companies already knowing the impotence of using Live Chat, they recognize they are not using it at its full potential. More than that, they end up disabling the chat during some periods when there are no attendants available.

Why shouldn’t you do this? I mean, yes, you can make a form available where clients will share their email and share what is their question, but when will they be answered? The real-time chat is what really gets them satisfied, so this might not be the best choice.

So, how will you deal with this problem? One alternative is the use of chatbots when there are no human agents to chat. They are not as efficient as humans, but they keep the instant messages going and, if you choose an AI bot, most problems will be solved.

A lot of Live Chat tools have the chatbot available within their system. Make sure to check that information when choosing the tool for your eCommerce.

Longer relationships with customers

Have you ever had issues when purchasing online? Who did you go to? Was there someone you could talk to? If there’s no one available, the chances you lose purchase and a customer are high.

That means, when offering a Live Chat solution, you’re giving yourself a treat: a better relationship with your consumers that will have a great purchasing experience. Therefore, maintaining a relationship with the brand.

Cost reduction

First of all, acquiring a Live Chat system is not as expensive as other software might be. Moreover, it pays itself really fast. What does that mean? It has an excellent ROI.

Besides, when you used to invest in 6 telemarketing agents, now you can invest in just one attendant for the Live Chat. According to research, an attendant can talk up to 6 people at once while keeping a quality service.

Do you see now how Live Chat is perfect for helping your business’ marketing? 

Do you want to use Live Chat for your brand’s marketing?

Then you’re in the right place!

The job of a marketing team is, essentially, listening to the customer. The more you know your audience, the better you will work with Live Chat. Here, I should also add that having a trustable database is crucial to understanding consumers’ needs.

Also, real-time tracking of the customer’s actions on your page will help act at the right time and guarantee a higher conversion rate.

Best practices for a more efficient Live Chat

An important action to succeed with the use of Live Chat is to make your CTA the most attractive. Thus, the initial message needs to be a trigger to the consumer.

Moreover, you can and should program different initial messages according to each consumer and the phase of the journey they’re in. After all, people visiting the website for the first time need a different incentive than the ones who have already purchased previously and are coming back.

One of the most critical factors is: train your attendant team!

But first, who will have access to the chat? Will it be the support team? Or the marketing team? Whoever is responsible for talking directly with the customers needs to have both the capacity to support and sell. When this information is defined, you’ll know exactly what type of training will be necessary.

What else needs to be done? You should definitely create a protocol and some answer models. However, make it clear for the attendants to personalize the messages, not only copy and paste. They should never sound like a robot!

Does your company have a tone of voice defined? If so, the chat should stick to it. If not, you should immediately work on it. Keep it professional and helpful, adapting to your public’s language. For example, if it’s a younger audience, use slangs and emojis or keep it a bit more formal if it’s an older public.

Instruction to not pressure the client should be clear as well. Nobody likes to do anything under pressure, and, if that does happen, chances are you will never see that person again. Knowing who the best leads are is an ability to be trained too.

Usually, when consumers ask about payment means or ask for more information on a product is an indication of a qualified lead. 

Lastly, it’s not only about answering right away. Just as important is actually resolving the customer’s problems. Most people won’t mind if you take one minute longer to answer them if they get the information they want.

So, if you create this combo of velocity and efficiency, there are no brands that will beat your customer experience! 

Why should you choose Arena?

We have over 6,000 clients worldwide that will tell you just how much Arena has helped them improve their customer experience and grow in the market with Live Blog, Live Chat and more.

Besides, you can try our platform for free! It’s all about advantages right from the start.

Start testing our tool today and try all of these Live Chat marketing strategies we’ve talked about!

14 Ways Live Chat a Customer Service Game-Changer

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Live Chat is transforming customer care across many segments. Discover how this tool is leading a “micro revolution” to customer support and sales teams.

What are the main pillars that sustain the relationship between companies and customers? Let’s think for a second about brands that are known for excellent customer experience.

Digital apps, fintech, eCommerce, you name it. No matter the segment, it’s clear that successful brands offer more than great products, advertising, and content. They have a superior approach towards customer service and always try to make sure communication is dynamic and assertive. 

Live Chat is the ultimate tool to offer that. After all, in the age of instant communication, people are not willing to wait much time to have their questions answered. Besides, they increasingly want to count on omnichannel support.

Well, Live Chat is changing Customer Service in many ways. In this post, we’ll explore how this tool is boosting productivity and efficiency in Customer Service and customer satisfaction. 

The context behind Live Chat

For those who are not familiar with Live Chat, here goes a brief description of it.  Live Chat is a tool that allows customers to ask for support via instant messages directly on a company’s website or app while browsing products and viewing content.

Besides, some brands have integrated their Live Chat tools to other messaging platforms to provide a seamless support experience across different brand channels. 

By why exactly is Live Chat disrupting the customer care business? According to Forrester’s study,; 33% of consumers now expect to see Live Chat services offered on every website.

The same report says the number of U.S. online shoppers who use live Chat has increased from 38% to 58% in the last five years. 

Live Chat is mostly used in B2C businesses by support agents and Customer Care teams, but it can also be used by Customer Success and Sales teams in B2B companies.

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Why Live Chat can take Customer Experience to the next level

Live Chat makes communication between brands and their customers much quicker and organic as it emulates conversation platforms. 

Why have the customers reaching for support through email or phone if you can help them in real-time through Live Chat? Here are a few reasons Live Chat is changing customer service in companies. 

1) Enhancing brand experience

It’s no secret customers are more demanding when it comes to customer experience. They have become used to personalized messages and offers in every aspect of their lives, and thus they have high expectations regarding customer service. 

According to Salesforce, 80% of customers believe brand experience is just as important as a brand’s products or services. Another study by Capgemini shows that the same percentage of customers are willing to spend more money to have better customer service. 

Following this logic, customer service can be the central element to differentiate your brand from the competition.

2) Providing fast responses

A few years ago, it might have been OK to make customers wait a couple of days to get responses to their requests via phone or email. That is no longer the truth. 

A study from Hubspot says 90% of customers rate “immediate response” as very important when they have a query. 

Having Live Chat on your website or app gives you the ability to answer queries in real-time. In addition, Live Chat has proven to provide higher customer satisfaction rates than channels such as phone, email, and social media. 

3) Decreasing resolution time 

From a business perspective, Live Chat also has helped companies streamline their customer support processes and optimize customer care strategies. 

With Live Chat, you can route customers to specific departments and agents according to the keywords they use in the chat, for instance, avoiding repeated communication across different support channels. Because it offers instant communication, Live Chat can potentially decrease the average answer and requests resolution time. 

4) Boosting brands Net Promoter Score (NPS)

Agile and effective customer service is the key to drive customer satisfaction. If you want to improve your company’s Net Promoter Score (NPS), Live Chat is the way to go. Offering real-time, personalized support shows that your company is truly customer-centric;. That is why many companies notice better retention rates after using this type of software.

5) Non-intrusive communication

The best thing about Live Chat is that it happens in an inviting and non-intrusive way. Unlike emails that flood up your mailbox or phone calls from support agents that happen at the worst timing, Live Chat offers an easy way for customers to get done with your requests – in the best timing for them.

It is estimated that 46% of consumers prefer live chat over email and social media, for example. 

Live Chat empowers customers in many ways, allowing multiple interactions on a single web interface. That is vital in today’s digital landscape. According to a study by E-Consultancy, 51% of customers prefer live chat to other channels precisely because it allows them to continue performing other tasks.

6) Using Live Chat Data to improve overall business 

Apart from the; benefits Live Chat brings to daily tasks of customer service, it can serve as a strategic tool to enhance your brand’s marketing, sales, and product strategies.

Because Live Chat provides detailed insights about your website visitors’ journey, it can offer valuable data to help companies grow their bottom lines. 

You can use Live Chat customer insights for:

  • Mapping the customer journey and identifying frequent complaints
  • Personalizing your conversations according to different buyer personas
  • Routing chats to the right department or team
  • Feeding CRM and other data management tools, like Customer Data Platform
  • Improving support agents training according to customers needs and response
  • Improving customer service important KPIs, like first response time and average queue time

7) Understanding where customers come from

One of the challenges for online players is to understand how their Customer Care efforts connect to online conversions. 

Some Live Chat tools allow you to connect the dots between chat sessions and the marketing sources that led the customer to the chat, whether it was a campaign, a disclaimer on the website, or a web search.  Some tools allow you to integrate Live Chat to Google Analytics, for instance, and see a bigger picture of what led customers to chat sessions. 

Such data is important to determine if your marketing channels are actually bringing people to your page and how they are connected to your Live Chat. 

8)  Increasing conversion rates

The study by Forrester shows that consumers who use Live Chat are 2.8x more likely to convert to a sale than those who don’t.  By allowing users to get support without moving to other channels, Live Chat makes buying decisions much quicker and can boost conversion rates.

Placing Live Chat across different touchpoints on a website can also be a good idea. Some companies are using Live Chat in their checkout pages, which helps to solve doubts about payments and shipping, for instance, and thus reduces cart abandonment rates.  

9) Avoiding repetitive tasks for customers and support agents

With a Live Chat customer service tool integrated into your CRM or Data Management Platform (DMP), your team can access customer data or notes from previous interactions to assist customers. That way, you save time that could otherwise be wasted in repetitive conversations. 

Actually, 72% of customers expect customer support agents to know their details like buying history and detailed information — without asking for them.

10) Increasing customers Lifetime Value (LTV) 

Having a sustainable repeat customer base is the dream of every brand, right? Research shows that 63% of consumers who used live chat on a website are likely to return to that site. That is why Live Chat is boosting Customer Life Time Value (LTV) among companies that use it, adding value not just to customer service, but to the whole business. 

11) Cross-selling and upselling products 

Around 33% of the money spent online comes from repeat customers and they generally spend 3 times as much as one time shoppers. Once you build a loyal community of shoppers around your brand, you have the chance to offer proactive communication through Live Chat whenever they access your website. 

Your team can start the conversation, suggesting personalized offers and products through the chat according to the customers buying history and interests, leveraging upselling and cross-selling rates. 

12) Increasing customer engagement

With Live Chat, you are likely to see a significant rise in customer engagement. Because Live Chat emulates messaging apps, it makes interactions with brands more fluid and organic. 

Besides, you can add layers of engagement to Live Chat by adopting a few features in it, such as:

  • Co-browsing: Co-browsing, in the context of Live Chat, is when a customer and a support agent browse a page together during a chat session. It delivers a guided experience and it’s a great way to guide customers through form fill-ups and complex applications, for instance. 
  • Vídeo and Voice Chat: Customers sometimes have requests that are complex or take too long to explain by text. With that in mind, some companies are adding Vídeo and Voice Chat to their Live Chat experience. Not only can it help solve queries quicker, but it also makes interactions more dynamic and personal. 

13) Increasing productivity in Customer Care

At last, another triumph of Live Chat is to leverage Customer Care productivity. It reduces the queue time and enables faster resolution of issues, but beyond that, it allows agents to handle multiple chats at the same time. 

As a result, Live Chat can boost important productivity KPIs such as first response time (FRT), average queue time, number of chats answered, and so on. 

14) Human touch

In the era of hyper-automation and chatbots;, a human approach to customer experience might give you extra points in the relationship with customers. Even though automated emails and chatbots; can benefit customer support, users have shown that they want to interact with humans whenever possible.

The 2019 CGS Customer Service Chatbots & Channels Survey found out that 86% of American customers prefer to talk to humans over chatbots. With Live Chat, you can give customers personalized, warm assistance in an easy, user-friendly way. Besides, much like at physical stores, consumers are more likely to buy when they are treated well.

Conclusion

As we have seen, Live Chat has the potential to change Customer Care across many different industries, and your company shouldn’t be left behind. 

Live Chat can optimize many aspects of a digital business, and executives are increasingly aware of its importance. A 2018 survey from Bold 360 found out that 71% of respondents believe Live Chat will surpass traditional customer service communication channels by 2021.

If your organization has not yet incorporated Live Chat into customer service, it’s time to change that.

Arena; has one of the most complete Live Chat solutions on the market, and the best thing is that you can try it for free. 
Click here to access the free trial of our Live Chat and start answering your customers quickly right now!

20 Reasons to Use an eCommerce Live Blog

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Everything you need to know about Live Blog for e-commerce is here. This practical solution for real-time engagement provides better customer experience and brings many benefits to the company — from audience growth to an increase in revenue.

In this connected era, people have become accustomed to a certain speed of consuming content on the internet. They want to know about things as they are happening at the moment. For this reason, Live Blog has been gaining more attention.

This tool is an alternative to provide interactive, real-time content to a brand’s audience. Rather than publishing static content, a Live Blog platform facilitates several sources in a single post. In other words, it pieces together information like images and inputs on social media.

A Live Blog solution is perfect for a strategy that aims regular updates posting, live events coverage, and breaking news coverage. Furthermore, Live Blog in the year 2020 has been used as an audience engagement tool for guaranteed success.

Curious, right? Keep reading to learn more about what Live Blog is, how it impacts e-commerce, and why you should use Live Blog for your e-commerce.

What is Live Blog?

The answer to this question can be summed up like this:

Live Blog is a type of platform where content can be published in real-time.

Even though the format remains a blog post, it works as an interactive piece, putting together information from several places online — images, videos, tweets, etc.

It’s an excellent tool for brands and companies that work with a high number of live events. Instead of writing insights about it for the Blog only after it’s finished, it’s possible to do it while it’s taking place. Moreover, it’s great for breaking news coverage as well.

Seeing it can create high-quality content from different sources, it becomes an advantage for both parts: company and visitor. That’s because the person would have to go all over the internet and do a thorough search to find all the information they now have in a unique blog post.

Reaction buttons, comments thread, sound notifications, and interactive pools are just a few possibilities with a Live Blog structure. All of these features make your content more interactive, thereby increasing audience engagement.

But how does Live Blog make a difference when we talk about an e-commerce company?

It helps in many ways, either increasing sales and revenue or improving customer retention and relationships. But, before we dive into the reasons why you should use Live Blog in your e-commerce, here’s a bit more about this new live commerce notion.

The concept of live commerce

With the advent of this publishing technology, many other things have started to change and modernize too. Online shopping is one of those things. Since it’s possible to work with live content now, e-commerce has begun to find ways to apply some Live Blog strategies to their benefit.

Thus, the concept of live commerce gained life. China is already a leader in this method of sales. If you look it up, you’ll see that most of their e-commerce is done through live content, primarily live streaming.

However, in the US and Europe, people still tend to turn to social media to learn more about products and services.

People love when things are done in the simplest way possible, and live streaming of products brings the benefit of the one-click purchase. Suppose the company already has a register of the customer with the required information (like name, email, card number, and address). In that case, they can easily buy anything they want from live content.

Overall, there are many benefits a Live Blog can bring to your e-commerce company. These are 20 (yes, TWENTY) reasons to acquire a Live Blog solution to your brand.

1. Be up-to-date

We live in an era of technology and immediacy. People don’t want to wait until the end of the day to hear about the news. They want information as it is occurring. Having that in mind, acquiring a Live Blog platform will showcase your business as modern and trendy.

It’ll always be on top of the news, sharing brand-new content and displaying products as soon as they come out.

2. Real-time engagement

Since publishing happens in real-time, it means everyone online at the moment will be able to see your content and talk about it while things are happening. The system of a Live Blog has features for real-time comments, shares, and reaction buttons. As content is being updated, people are talking about it.

3. Use Live Chat

When we talk about real-time engagement, there’s no way to leave out the use of Live Chat. Customers can interact with the brand and with each other to talk about the content, products, or events occurring right there and then.

More than that, a Live Chat can also be used for immediate customer support, marketing, and sales strategies. This research shows that companies that use Live Chat have a 48% increase in revenue and 40% in overall conversion rates.

4. User-generated content

Because a Live Blog can collect content from several sources, it can also use content that the users themselves are sharing. This approach connects the audience and makes them eager to share more and mention your brand online.

This is another reason to create hashtags in your online community. That way, people will share using your hashtag, and every content will have a category you can put under to make posts more organized inside the Blog.

5. Create a human connection

These factors, such as real-time engagement, sharing user-generated content, and communicating over Live Chat, make it easier to create a brand that’s closer to the audience. It builds a more human connection.

After all, the editorial team is a bit more vulnerable when they work with live content—going live means more significant chances of making mistakes and having unforeseen situations. Thus, the audience will see how the brand behaves in true-to-life scenarios — making the brand more sympathetic.

6. Improve customer relationship

When you build a human connection with the public, you get as a bonus, the improvement of customer relationships. Live Blog is highly associated with bringing a better customer experience.

You are sharing great content and creating a place where customers can feel comfortable sharing their thoughts and opinions with you and all other visitors of the page.

7. Watch live streaming

Like any other blog, a Live Blog can also share video content. Only in this case are we talking mainly about live streamings.

They are a big plus to increase sales. Remember when we mentioned China earlier on? While in the US, customers mostly use social media for product information, they go straight to live streaming in China.

If people can see the product being used in a real situation, with no cuts or edits, they are more likely to complete purchase since they know it’s “the real deal.” That’s why, among all these other reasons, e-commerce can benefit from a Live Blog acquisition.

8. Increase sales revenue

Simultaneously, the more people are connected and interested in your content, search engines like Google notice and value this. SEO tactics make a difference to rank your posts, but so does audience engagement. Because of that, your e-commerce will gain a boost in revenue.

Also, it’s possible to work with embedded links and promotional codes inside a Live Blog. It is increasing, even more, your revenue.

9. Launch new products

The release of new products will be exciting with a live stream and real-time interaction from the audience. Can you picture showing that brand-new item and capturing real-time reactions? This is doable with a Live Blog.

People love discovering new products, and they look forward to trying it as soon as possible. So providing them a live stream, with a real person showing what it is about and how it works will be a motive to keep them on your page — and interacting — for a long time.

11. Perform interviews

In the same way, you can use live content to show new products. You can use it to perform interviews. Whether it’s with the brand’s CEO or someone famous, that can be somewhat related to the product.

While the interview is happening on your blog, people can comment and even ask questions for the person being interviewed during the event.

10. Q&A panel

Likewise, question-and-answer panels are an excellent way to catch people’s attention. The audience loves it when they are heard and have their doubts answered. Nowadays, this mostly happens on social media since personal profiles seem more reachable than any other digital media.

However, with Live Blog, you will no longer need to depend on Facebook, Instagram, and so on. You just need to make sure to have a strategy that will lead traffic to your Blog, and then all your content, live streams, and event coverage will take place in a unique platform.

12. Branding

When a brand starts being seen as an expert in the field, things tend to only get better for the business. Sharing live content makes you look updated and concerned about bringing the top news for your public.

A branding strategy includes demonstrating the brand’s position in the market, purpose, and value proposition. All of which will be presented along with the content approach.

13. Dynamic communication

Because it’s simple to interact and share the content on a Live Blog page, the communication between customer and brand becomes more dynamic.

Liveblogging allows the delivery of interactive content at all times. Instead of having a static page, the public can feel like they are a part of what’s happening.

14. Make users spend more time on your page

With real-time engagement and having their actions show up on the streaming feed, the website visitors get so involved in the experience they end up spending more time on your page than they usually would if you were presenting static content.

Additionally, a Live Blog can be used as an area where people can go to talk about overall subjects. It’s up to the company to decide what topic makes the most sense for the business. For example, if you’re in the sports field, your blog can become a place where fans come to share their ideas on games and teams.

15. SEO Optimization

Even if the content is being shared in real-time, you can still work with optimizing it to have greater reach in research tools. First of all, the time people spend on your website already counts as an SEO indicator. That’s because it makes Google recognize your page as important, giving it a better ranking on keyword searches.

With Arena, all the hard work is done for you. This means even if you’re not an SEO expert, you’ll be able to; work on the optimization for your pages.

16. Boost conversion rates

The interaction and real-time conversations happen not only between content and readers or readers among themselves but also between brand and customer. In particular, by using Live Chat, customers can easily talk to an attendant to better understand the product, discounts, and shipping information.

17. Create an online community

By using this dynamic communication tool, people will start to give your blog more attention. Just like you can create a community on social media through hashtag use, you can do the same thing (or even better) in a Live Blog structure.

For instance, in collaboration with FoxSports, Arena’s live blog solution gave them a place where basketball fans could like and share updating posts about the NBA.

18. Make the audience more loyal

When you provide high-quality content, readers notice it. Even more so when they can easily interact and talk about it. Moreover, have a consistent and coherent content strategy to offer personalized themes for your audience.

More than that, listen to their feedback—customers like being heard and having their suggestions implemented. Keep an eye out for their comments, and make sure to answer them.

19. Customer retention

Providing a great customer experience is what makes a customer stick to a brand. Building a customer loyal is side-by-side with increasing customer retention. For both cases, your strategy will be to give them updated content, answer questions, solve problems, and give them a voice to be part of the overall experience.

Of course, personalized notes and emails are essential for this approach. However, Live Blogs are so connected with the customer experience that it plays a big part in making retention happen.

20. Promote user interaction

It’s more than the company creating a connection with the audience. It’s about creating an online community and making customers interact with each other. Liveblogging enables users to pose questions and have other users answer them.

Readers can also reply to pools, leave comments on your page, and retweet your content to their Twitter profile directly from the blog post page. All of this is done without the need to promote interaction, but it’s still worth applying some CTAs in association with the content.

How to acquire a live blog solution?

Arena has everything you need. Our Live Blog solution will help you stand out from competitors in the market and grow your audience with minimum effort.

In order to get the best Live Blog tool for your business, some factors must be taken into account. They include:

  • usability for the audience and editorial team
  • integration and features
  • flexibility to run on multiple devices
  • data privacy and safety

Of course, Arena offers all of that and even more. You can find out more about our platform by accessing the Live Blog tool’s FREE TRIAL. This is an opportunity you can’t refuse!

The Future of Customer Experience

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The first Arena Customer Experience and Data Live Event is happening soon! Arena GO will introduce you to the tools that connect all user data dots to create world-class customer experiences.

The Future of Customer Experience

In the digital era, capturing and owning the right data is the recipe for success. Business solutions must be integrated and condensed in a single touchpoint, instead of being pulverized and lacking coherence. A-list services platforms, such as Arena, understand the importance of guiding strategies throughout the entire customer journey.

This unique 360º view of the user allows the brand to follow the customer along the entire buyer’s journey, from lead acquisition to purchase, until post-sales services. That’s because Arena provides the right tools to create a data driven and highly personalized customer experience.

At Arena GO you will explore our real-time customer experience data platform, discover our tools, and link them to serve relevant, meaningful, and engaging content.

You will be able to create an environment with powerful triggers to achieve your purposes, whether it is a purchase, a new subscription, or whatever else you need.

Learn how to explore real-time possibilities better, and exceed your customers’ expectations. 

At Arena Go, We will walk you through product demos and use cases to give you a glimpse of the future of customer engagement.

Customer Experience

What does your audience want? Why do they want it? How? When? If key-questions like those aren’t guiding you through your CX strategy, the odds of failure are higher.

That is because you are not building a connected experience for your customer. Although, when you count on tools, such as Customer Data Platform (CDP), that provide you high-quality data analysis, you can tailor each stage of the strategy based on real demands and information.

Customer Data Platform (CDP)

A strategy that is not data-oriented can’t really be called “strategy”. 

Having Arena’s Customer Data Platform (CDP), a unified data source that gathers all your touchpoints in a single place, will offer you the most reliable insights to build up a killer strategy for your audience.

Besides gathering the data, Arena’s CDP analyses it and creates organized clusters of customers with matching information. As a result, you will have much more depth of knowledge about your customer. It will feel like you are looking at a picture of them to truly understand their needs.

Live Chat

As we have said before, using real-time solutions is the way to exceed customers’ expectations. So, having Arena’s Live Chat allows you to engage in real-time with the audience while they are browsing on your website. That will enable you to create meaningful approaches, increasing the value of your customer’s experience.

Whether it is a reactive contact (which is when the customer looks up to you when they need something; to get a question answered, to get more information, etc.); or a proactive one (when your team approaches the audience to offer something able to raise the value of that browsing moment) Live Chat can be the most strategic and successful way to do it.

Live Blog

Still following the steps of creating meaningful real-time engagement, Live Blog is the answer companies needed to increase browsing time.

Through Arena’s Live Blog, you can create live coverage of an event, display updated news, use text, audio, video, and extra-sources. All on a single screen!

Your audience won’t need to look up for updates on other pages or keep refreshing the website to check if there is anything new. Also, using Arena’s Live Blog, the audience will be able to simultaneously engage that content on their social media pages without shifting tabs and bouncing off of you.

Rogers Media increased engagement by 64% using Arena

One of the world’s largest communications and media companies, the Canadian Rogers, was looking for a smarter and more efficient way to make their audience engage with their content and, thereafter, increase retention. They needed straightforward ways to integrate other tools used by more than 50 teams. 

Combining the power of the Live Chat, Live Blog, and the Content Wall to cover real-time events, Rogers was able to promote users’ interactions in their multiple domain channels. At Sportsnet, for example, Arena’s Live Blog covered all the matches with exclusive content, and Live Chat enabled fans to engage with passionate discussions during the games.

As a result, Arena helped Rogers to increase their engagement by 64%, and retention by 28%. Besides, their ROI skyrocketed, increasing the numbers of new subscriptions, app downloads, and advertisement revenue.

Globo brings real-time coverage to the next level with the NBA 

The second-largest commercial TV network in the world, Globo TV was a pioneer by adopting two of Arena’s Customer Experience solutions to broadcast the NBA Live finals. Globo was looking for fresh and real-time alternatives to provide relevant and valuable content to their audience.

By using Arena’s Live Blog to cover NBA Live matches play-by-play, with Arena’s Live Chat to create an environment of enriched engagements, Globo had audience peaks of tens of thousands of users simultaneously. 

Arena helped Globo understand the importance of delivering dynamic and interactive content for such an amazing event, during all the restrictions imposed by the pandemic, which was the key to a successful strategy.

Providing multimedia content and an innovative experience paid off well for Globo. Their user engagement had amazing growth, as well as the time the audience spent on their domains and the higher ROI.

Tecmundo covered Amazon Prime Day and boosted engagement

One of Brazil’s most popular technology websites, Tecmundo, combined Arena’s solution to bring massive traffic to their page and increase revenue during Amazon Prime Day. 

Creating a unique environment, what Tecmundo did was pretty much comparable to a real store during Black Friday season: it had customer interactions, conversations, and lots of sales. 

Prime Day is the most profitable day of the year for eCommerce. On that day, Tecmundo created a hot site to cover Amazon’s best deals in real-time using Arena’s Live Blog. To stimulate users’ engagement, they also had Arena’s Live Chat. 

The audience could get the offers while they had ongoing discussions about them, the products, and providing honest customer reviews. 

The complete solution made by Arena to Tecmundo also used the Customer Data Platform (CDP). As a result, they gathered data from different touchpoints, enabling companies to find out where their potential customers were. By doing that, a more assertive approach was made and better deals were closed.

Arena GO

To dive into the possibilities of Arena’s real-time customer experience and data platform, Arena GO is an open event to walk you through the construction of consistent and effective customer engagement strategies.

How AI and Live Chat enhance Black Friday experience

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How will your business compete with the biggest brands in the market now that the busiest time of the year for retailers is here? You need a little help from Live Chat and AI!

To understand why these two are necessary, I think it’s important that we give you some context:

Today, consumers expect their favorite brands to know them almost personally. However, at the same time, they don’t want to feel overwhelmed by random ads popping up while they’re navigating online.

How does one establish that fine line between personalization and data privacy?

That is a big challenge. One that also revolves around the GDPR, a regulation for Customer Data protection. But there is already a solution for brands to keep working with their clients’ information while still following the law.

So, to make your marketing and sales strategies create a real connection with the consumer, you need the help of artificial intelligence (AI).

Especially when dates like Black Friday and Cyber Monday are getting closer, companies need to focus more on targeted shopping experiences to enhance their results. Because of that, every marketing effort needs to be assertive.

Through AI technology, you’ll understand what makes a purchasing decision happen and what leads to an abandoned cart. 

Long story short: it’s all about Customer Experience.

Keep reading to learn all about how to enrich your eCommerce this year by:

  • knowing what is and how to use AI on a Live Chat
  • understanding how AI will improve your customer experience
  • using a Live Chat for Black Friday
  • learning what the role of Customer Data in modernizing your brand’s Black Friday experience

What is AI?

From the popular Siri and Alexa to self-driving cars, artificial intelligence has become quite common these days. It is a computer science branch that develops machines capable of performing tasks that would typically require human intelligence.

For example, talking to a customer through chat support.

Nowadays, companies are using this technology more and more, putting it to different uses. Whether it’s to perform a support service or to automatize personalized recommendations.

Why is this happening?

Simply put: because AI can create valuable knowledge for a business strategy. I mean, not only can it collect and analyze Customer Data, but it can also select what is relevant and what is not. Even more than that, it can actually understand what needs to be done to reach the customer the right way (and at the right time).

Arena AI Concierge for Publishers, Content & Affiliate Commerce is here. Request early access.

How will AI improve customer experience?

One of the biggest issues retailers face today is personalized content and offers to their customers. Usually, the major retail brands out there can do pretty well on this matter. They use systems that allow data collection and content personalization.

However, some of these data come from third-parties. Now, you might be asking, “why is that a problem?” Well, this type of data typically comes from external sources, that is, not directly from the relationship between the brand and the customer.

The most reliable way to work with Customer Data today is to focus on first-party data, the type shared with the brand from the consumers themselves. That is where the opportunity to enhance business results is.

You can easily do this by using a Customer Data Platform. That’s the best guarantee you’ll be working with clear, assertive data. Any guess on how this platform works? Yeah, that’s right, with AI.

Some more examples of how AI can be used to enrich your customer experience:

Online chatbots

There are two types of chatbots, the simple ones and the ones that work through AI. This first type is pre-programmed with questions and answers, so the client can’t really ask a question. They can only click the options available on the chat.

The second type, the one we are indeed interested in, is the AI chatbot. It has some pre-programmed information, but it works mainly through machine learning. That means that each customer attended will make it learn a little bit more.

At first, it may not be so efficient, but it will become a robust customer support tool as it keeps being used. That’s actually why it’s recommended to test it out and use it before making it available to your consumers.

Machine learning

As mentioned right above here, AI is directly associated with the machine learning concept. 

Where do I want to get with this information?

Well, machines don’t just learn information about the customer. They can also learn how to detect the tone of voice and sentiment in their communication. This allows retailers to see how their products impact their audience, what makes them desirable, and what doesn’t.

Besides, they can use this information to create offers and ads that trigger the consumer’s emotional aspect.

Analytics and personalized recommendations

Every bit of information is beneficial for a company, even more so when a system performing through AI does the main job of selecting the most important for you. When AI learns what customers are saying about the brand (both online and in-store), you can analyze that and create new ways to improve the facets that are getting complaints.

In the same way, you can work with marketing and sales teams to refine the method you’re currently using to attract and retain customers.

A CDP, for example, gathers similar customer profiles into a singular place. Then, you can use it to send personalized offers and promotions.

Targeted deals and promotions

So, here it is. The pot of gold at the end of the rainbow!

Targeting is the key to success this year. You need to nail your segmentation groups to achieve the best results you possibly can. Additionally, using connected strategies will make your goals easier to accomplish.

Live Chat is an example of a tool you can use to reach those groups I’ve just mentioned. By being proactive and sending the first message like, “Hey there, do you want to learn how to get 50% off on this product?” results will come quickly.

Of course, it’s necessary to know what the customers like and dislike. What drives them away from hitting the “finish order” button? 

Once you have that answer, your work with targeted deals and promotions will be at its prime.

Better understanding and tracking of consumers

For that reason, artificial intelligence also assists in knowing your consumer. While it gathers customer data, all the information is read, analyzed, and selected to present only what actually has some value to the company.

When AI solutions were being created, aiming to help retailers do better in the sales department, no efforts were saved.

What do I mean with this statement? Well, have you noticed that each topic I’ve included here has completed each other? That is an indication of how AI technology works and how it’s thorough doing its job.

After the technology you’re using to help your brand collect and analyze information from your consumer base, you’ll just need to take that, transform it into a strategy, and define what the next steps and goals to be achieved are.

The live chat experience

I’ve talked about live chat above, and I think it’s interesting to focus our energies on this subject a little longer.

First of all, what is live chat? If you’re still wondering about this, let’s make it clear: it’s a tool similar to chatbots, but the conversation happens with a human agent, not a robot. Although, it can also be programmed with some automatic bot messages — such as, “an attendant will be available in about 2 minutes, hold tight.”

It works for many purposes, but the main reason is sales, followed closely by customer support. It can also be used for marketing, cross-selling, and retargeting; strategies. For most of these, you can be a proactive chatter; that is, you can send the first message instead of waiting for the customer to start a conversation.

When you have this software installed in your eCommerce, you will notice the positive outcomes like increased conversions, qualified lead generation, and more productivity for your customer service team.

How will Live Chat help you during the Black Friday season?

This time of the year is the busiest time for retailers. Not only is it the period for Christmas shopping, but it’s also an opportunity to make big purchases (new notebook, phones, etc.). Many people wait for this season to get the best deals on the products they want.

Because it’s such a hectic period, especially on Black Friday itself, website pages might be congested, or people might need extra help to find what they want or to apply for discounts. Thus, Live Chat is a must-have gadget.

It provides your brand with a combo of better supporting customers and selling more. Overall, it generates the best Customer Experience you could ask for. 

Working with Customer Data

While using a Live Chat, you will need to perform your strategies through Customer Data. Even though the amount of data generated yearly is immense, you may have noticed it’s not so easy to work with it.

That’s because you need to stick to the GDPR rules of data privacy. So, instead of randomly collecting data and using it to reach more people over the internet, you should center your approach to using a trustable data system.

As previously mentioned, the Customer Data Platform is of immense help in this matter. It collects, selects, and stores clear and valuable information from your customer base. Moreover, it breaks data silos, automates marketing workflow, tracks shopping events, and so much more.

The Arena solution

Here at Arena, our AI is built to enhance the results of your business. Do you want to improve your campaign results? Arena is here for you. Do you want to have more engagement? Arena is here for you. Do you want to have a better branding experience? Arena is here for you.

Basically, we can solve any issues you have related to your Customer Experience and make the best of it.

Are you interested? Start by trying our Live Chat platform for free!

31 Live Chat Black Friday statistics you must see

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Live Chat is becoming one of the most powerful tools for online customer service. If your eCommerce is still not using it, you might want to take a closer look at your strategy.

With Black Friday right around the corner, businesses are looking for new methods to make them a crowd favorite. In other words, they want to get all the attention, increase their conversions, and make peers “eat dust.”

To make this happen, they are betting big on live chat tools. With them, communication becomes easier and more accessible to consumers. They can use it while also performing other tasks and the conversation with an actual person makes live chats a customer preference.

Of course, these are only two among many other aspects that make this type of chat so popular. However, even though it has grown over the years, most companies still use it mainly for customer support. However, it goes way beyond that. Live Chat can also be used for marketing and sales.

How Live Chat can impact your business

That being said, you can already imagine how it will impact your entire company. If you use it the right way, you’ll see results coming quickly.

Nonetheless, it’s more than increasing sales and revenue, a Live Chat is a tool to assist in building your brand in the market. For instance, you can add value to your product and brand by having a personalized conversation.

People don’t want scripted messages that make you sound like a robot. That’s the whole point of acquiring this tool: bring a human agent to the formula.

Moreover, a Live Chat will show you a wide variety of benefits and it can indeed improve your business outcomes. 

We can prove it:

Live Chat statistics you need to know

Is there something that makes us more convinced than numbers and facts? 

For this reason, we brought here some of the main Live Chat statistics that will show you just how important it is.

Customer support and satisfaction

Since customer support is one of the main reasons companies acquire this tool, let’s start by evaluating some data on it. In addition, we’ll be looking into customer satisfaction levels as well.

  • While emails get 61% of customer satisfied, and phone support 44%, the Live Chat gets up to 73% of customers satisfied.
  • 63% of customers said they are more likely to return to a website if Live Chat is available.
  • 83.1% is the average customer satisfaction rate globally with Live Chat.

Even more than that, when asked what about Live Chat that made them so pleased with the service

  • 79% of customers said they like this type of chat because of the instant messages
  • 51% said it was because they can multitask
  • 46% affirmed it’s the most efficient method for support and overall online services

Lead generation & Conversion rates

Brands can use live chats with the purpose of increasing their conversions. As a matter of fact, with Black Friday getting closer, it has been brought up as a strategy eCommerce should use to improve their businesses.

So, what do researchers say about the topic? First of all:

  • The dominant number here is 40%, which is the increase in conversions a brand can have by using Live Chat

Then, we have some info on lead generation that is super valuable:

  • Even if a customer doesn’t use the live chat feature right away, 63% of them are more likely to return to the website because of it
  • Proactive chats, initiated by the company, had an optimistic result of 94% of customers satisfied with the experience
  • From all consumers that had a live chat session, 38% of them purchased because of the conversation they had
  • In general, 85% is the average possibility of chatters becoming customers. This means that from each visitor that uses your Live Chat solution, they are 85% more likely to buy something than the ones who don’t have a session

Customer experience and engagement

When it comes to customer experience, we can imagine that it will be good once we’ve seen how satisfied most people are with the Live Chat feature. Still, there are numbers related to this matter that are quite impressive too:

  • In order to have a better CX, 80% of consumers said they would pay more for a product
  • On the same note, 49% of customers already experience bad CX and decided to change companies because of it

What about customer engagement? What does that even mean when we’re talking about live chat? Well, it’s mostly an expression to elucidate the expectation of the consumer regarding the relationship (and experience) they will have. 

For example:

  • You should always offer a service with sales reps since 40% of customers want the help of someone to attend their needs faster than they would do it alone

Moreover, some facts that you should know on the subject are that:

  • The main reason for customers to change brands while making a purchase is because of service-related problems
  • On average, when customers are pleased with your service, they share a positive experience with about 11 people 

Revenue stats

Obviously, while live chat increases conversions, it also has an impact on your business’s revenue. This is what we’re talking about:

  • A 48% increase in revenue can happen per chat hour
  • Companies that offer live chats are more likely to have returning customers, in fact, 51% of consumers said they would come back to repurchase when an eCommerce offers this feature

In addition, you should also have an idea of how many businesses are using live chat for sales purposes, and that is:

  • Most B2B businesses, a total of 85%, use this tool for sales
  • In a similar statistic, but regarding B2C businesses, 74% of these use live chat for sales

Furthermore, Live Chat is mainly used for customer support: 

  • 66% of B2B businesses use it for this reason
  • 67% of B2C companies have Live Chat for supporting customers

Response time

It’s common to see response time as a benefit and/or differential of the Live Chat, so we had to bring some statistics about this issue too. Curiously, response time is not the preference of most customers. Check this out:

  • While you might think that fast answers are a must, 95% of customers said they prefer high-quality service over speed
  • At the same time, 59% of consumers are more likely to make a purchase when they get answered in under 1 minute

This information is really useful so you can come up with a Live Chat strategy for your company. And here are two more to complement your data:

  • Long waits make 24% of customers frustrated
  • There is a number of chats that end up unanswered when customer-initiated, a total of 16%, and the reasons for abandonment can vary from a long wait to a bad customer service

Live Chat vs. Chatbot

With the rise of live chats operated by human agents, a “war” seems to have started between this eCommerce feature and the already popular chatbots. Both tools are used for the same purposes. The main difference is the one we’re mentioning here: you talk directly to a real person in a live chat.

To help you make a decision between live chat and chatbot, here are some facts:

  • 67% of customers have already used a chatbot to get customer support in an eCommerce
  • Up to 80% of routine questions (that is, questions that are frequently asked by customers) can be answered by a chatbot

Additionally, some chatbots are built with AI technology. This means the more they attend clients, the more they will learn and perform better. They are also easily scalable, can answer multiple customers instantly and at once. Overall, they deliver a great customer experience.

On the other hand:

  • Many consumers prefer to be attended by live agents than by a chatbot, even if they are AI bots. The magic number: 70% of customers said they like a Live Chat better

That says a lot, right? Even though businesses can reduce their costs by around 30% with a chatbot, Live Chat is a tool that will give you a competitive advantage. Moreover, Live Chat is a low-cost solution and the ROI is excellent.

The future of Live Chat

According to these facts and statistics, it’s possible to notice some trends and understand how Live Chat will grow and be used from now on. In 2020, we can already see that:

  • 85% of customer support activity happens without a human agent, in other words, through chatbots
  • However, 71% of businesses believe that Live Chat will become the main channel of communication by 2021

Further on, an interesting fact is that:

  • 62% of customers expect live chat for mobile, which means that this feature will most likely be optimized for that

In addition, nowadays the results are great, proof of that is:

  • After one year of using Live Chat, 43% of businesses said they had a better understanding of their consumer
  • Meanwhile, 79% of businesses reported they had positive influences on sales, revenue, and customer loyalty because of the Live Chat tool

We can conclude that this tool is more than a simple feature, it’s a powerful weapon to make your eCommerce thrive by increasing conversions and revenue through live conversations.

Biggest trends for 2020 Black Friday

The year 2020 came with a huge impact on the business model of many retail stores. Because of the pandemic, eCommerce became even more popular, and not only people but several brands had to adapt to this “new normal” situation.

Now that Black Friday is near, everyone’s started to wonder how things would work this year.

All in all, there are some trends this year that might not have gained attention previously, but the truth is, eCommerce has been a huge hit on Black Friday for a few years. The difference now is that there are more people going online for their purchases, so there’s the need to offer better customer service and experience.

That’s why the first trend we’re talking about here is the attention to the customer journey. On average, people start to search for products and offers about 6 weeks before Black Friday day itself.

So, that’s also about the time you should start presenting campaigns and special offers to make the customer start their journey early and work their decision to purchase throughout this time.

Because of that, it’s also expected that sales will start earlier this year as well as they will last longer. Some brands are thinking about starting right after Halloween, but there are some planning to launch campaigns even prior to that. 

It’s really up to each strategy and how your company will work to achieve goals for the Black Friday event.

Still in that matter, stores are thinking about longer sales. But what does that mean?

Since retailers will have an early start, there’s no reason to end offers before the day of Black Friday, unless products go out of stock. Thus, we will see products on sale for a longer period of time.

However, something that is likely to happen a lot this year are flash sales. In other words, it’s a type of sale where companies offer a limited special offer for their consumers. A notification is sent a few days ahead and people can only buy during a shorter period of time.

Remember when we said 62% of customers expect Live Chat to be optimized for mobile?

Well, on the same note, customers mainly do their online shopping through mobile. For that reason, many brands are adopting mobile-only offers. That is, communicate offers and deals through SMS or notifications, for example, allowing consumers to buy straight from the link you sent.

An incentive some brands are working on this year is free shipping. Since many people suffered a negative economic impact due to the pandemic, it might be a necessary provocation to make them buy during the Black Friday period. Therefore, free shipping costs are being highly adopted this year.

Get ready for Black Friday with a Live Chat

All of Black Friday trends can do even better if you use a live chat tool on your website. You can use it to proactively answer customers’ questions, initiating the chat with an offer they can’t miss.

If you want to help your eCommerce achieve its goals, this is the way to go. Increase your conversions by acquiring the Arena Live Chat – you can try it for free NOW!

10 Tips to offer Powerful Black Friday Customer Experiences

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2020 has been historic for many reasons, reshaping business behavior for good. Learn how to create a powerful Black Friday customer experience and get more revenue.

An expressive slice of the market hasn’t been able to deal with all this properly, whether because they don’t know what to do or they’re not doing it right.

People were forced to develop new buyer habits, overloading the internet with demands, and even better services. That is why customer experience became a required foundation for every company right now. More than ever, there’s no more space for those businesses that don’t put their client first.

And with Black Friday just around the corner, your success and profits depend on how much you are taking into consideration in improving your customer experience. That is the only way to stand out among all competitors on this huge battlefield. 

The impact of COVID-19 on Black Friday 2020

The worldwide pandemic caused a rupture on why people are purchasing something, how, when, where, and many other question-points. And you are just moments away from finding out all the answers.

Since some of the commercial barriers were taken down, shopping seasons also had their frontiers extended. People are already thirsty to live better experiences. So, why not anticipate Black Friday opportunities? Create scalable strategies to start increasing revenue right now.

You don’t have to wait until Black Friday reaches its peak to put out their great deals and offers. By that, you may get more buyers and compete with a less stuffed market.

1. Make It Easy For Customers To Reach Out To Your Company

Regularly, an expressive amount of customers would rather drop off the buyer’s journey at any point than spend their time trying to figure out an issue by themselves, even if the answer is right in their faces.

On Black Friday, that amount reaches sky-rocket levels, proving how frustrating and financially damaging a poor customer experience can be. 

It is essential to keep in mind that customers try to reach out to the company most of the time because they need something, not because they simply want to. 

And when you are not available, or there is no clear path to communicate with you, what kind of image do you think you’re building for yourself? So, there is no other way. Be available to your audience wherever and whenever they need you. Provide easy points of access, quick responses, and pro customer service.

Regardless of the reason, they need to reach out to you, having multiple communication channels ensures they will be able to contact you in their most convenient way. Also, different entries of communication give you multiple perceptions of customer behavior. 

2. The importance of Being Omnichannel

Customers can be anywhere, literally! Having multiple entry points is vital to your brand. And since you can’t predict which channel they are choosing to contact you, you better provide excellence in all of them.

When you have multiple communication channels, you combine their features into your strategy, delivering a personalized customer experience. As we mentioned before, digital has no border. 

Crossing different touchpoints create a narrative for your campaigns, promoting better engagements wherever your prospect may be.

Take a look at these omnichannel features your customer could get:

  1. Buy a product online that isn’t available in-store 
  2. Purchase on e-commerce and collect at the store 
  3. While collecting, being introduced to products or services to increase their experience 
  4. After the customer abandons their shopping cart online, send an email with a special condition to get their purchase interest back
  5. Get a shipping notification via email and SMS

3. Live Chat for Black Friday

It is very likely Live Chat becomes the best and most efficient communication tool during 2020’s Black Friday. Due to its practicality, Live Chat allows customer service to be in-depth, making it easier to deliver tailored responses quickly, creating a greater customer experience. 

Live Chat provides a more reliable way to build a customer relationship, creating momentum to strategically approach them while they’re browsing on your website. By that, you add much more value to the experience itself and your product or service, increasing the chances of making more and better deals.

This ultimate marketing and sales tool only takes three simple steps to start working:

  1. Create and personalize your Live Chat room
  2. Paste a single line of code on your website
  3. Start chatting and converting new customers

4. Using Engagement and Interaction in Real-time

In 2019, 61%; of Black Friday’s transactions were via mobile. This year’s anticipation is a significantly larger number, mainly because physical stores will not be operating normally. The best way to serve prime services and delightful experiences is having Live Chat strategically imputed on your website pages.

Your marketing and sales teams will be able to track customers through every step of their buyer’s journey on your website. See in real-time what pages they are browsing on, what product or service they are looking for, make proactive approaches to add more value to their experience to make upsells or cross-sells.

You can get your Live Chat service right now for free! Click here, build your own, and start using within minutes.

The Importance of Being Available 24/7

You can use data analysis to understand the best hours your customers are more likely to make a purchase, but you can not predict for sure. A 9 to 5 open store is not enough anymore. And if you are not available when your audience wants you, they’ll certainly spend their money on your competitors.

Understand that when you are offline, you are losing opportunities. And you don’t need to spend on bigger investments or hire new team members. You just need to optimize your services with Live Chat. A Live Chat agent can handle 6 to 7 simultaneous conversations. 

By creating shifts or calls, you can have customer service available day and night, always ready whenever your customer decides to reach out to you. 

5. Live Blog for Black Friday

Keeping the audience engaged is a very common challenge on digital right now. The user’s navigation journey is quite fragmented, and even though there is interesting content available, there are not enough motivations to keep them browsing and spending time on the website. 

The reason why people are conditioned to go to their social media whenever they want to engage is that most websites don’t offer spaces for conversation. Interactivity and timing are the keys to customer retention. 

When you Live Blog, you open a space for discussions and ideas exchange. A Live Blog is sort of a live text that can be integrated into websites, providing real-time coverage of an event. “Liveblogging allows you to post regular updates to your blog as an event is taking place, rather than writing about it just afterward.” 

Imagine a product launch or a live event with an open chat to interaction. That creates a community sense, reinforcing you and your website as a reference when it comes to a specific topic or niche. 

To get better results with your Live Blog, design a plan to monetize interactions and set some prospection approaches. By that, your brand will be responsible to offer a powerful customer experience during Black Friday 2020, keeping the audience spending more time –– and, maybe, more money as well –– on you.

6. How to Enrich Data Using Customer Data Platform (CDP)

Black Friday is also a time to convert leads more rapidly without that obligatory need to walk them through every stage of the funnel. It is also a time to be discovered by customers who have never heard about your brand before. The way to succeed in both situations is knowing your customers better than they know themselves.

Building a customer profile during the interaction to understand their tastes and preferences is great. But what if you could know exactly what they want before the first contact is settled? How impressed do you think your customer will be when you anticipate their desires and needs?

Through Customer Data Platform (CDP), you can automatically gather information about your audience and transform them into a precise profile, just like a photograph. CDP is a single place that collects data from all your touchpoints, organizing them by similarity and relevance, providing you a complete background history about your most ideal audience.

During a shopping season like Black Friday, you can’t have small distractions or time-consuming demands. All eyes must be on your customer! CDP not only collects, analyzes, and executes data but also optimizes your work, increasing the chances of making higher profits.  

CDP spares you from manually gathering and decoding customer data to get insightful ideas. The answers you need will now be readily available on the Customer Data Platform. All you have to do is decide how to turn that into the best sale approach.

7. Paying close attention to different types of audiences

Customer experience is a 100% induced process. There must be no random decisions or actions. Everything should be data-based and built focused on your real audience. For Black Friday, you must know who are the ones more likely to look up for your products or services?

Each segmentation has particular characteristics that must be, more than ever, applied to the strategy. For example, early 20s to mid 30s prefer going mobile for their shopping experiences. By knowing that, you can open Live Chat rooms to translate the convenience, speed, and high-quality customer service they need.

8. Proactive approaches

But you should keep your current customers in mind as well. Do you know it is 5x easier to retain a customer than acquire a new one? That’s because they already know you and how good what you have to offer is. So, how about trying an upsell approach? Maybe a great deal for a lifetime subscription? Use their preferences to increase the value of the experience. 

9. Selling experiences, not products

The pandemic has repurposed the meaning of buying. It still has all those well-known reasons from before. Although, the strongest one, this time, is emotion.

Customers are now purchasing things looking for ways to improve their lives and take back some of the value that was lost during the 2020 issues. Products and services are craved to create a parallel reality to distract people from everything that’s going on in the real world.

And how can your brand touch that point? How to sell feelings and emotions combined with what you have to offer? You must deeply understand your audience and become the personification of what they need.

Excel that, and you may get lifetime customers who will carry gratitude for how you were responsible for bringing back meaning to their lives.

10. Best Free Tools To Create A Powerful Customer Experience

Now that you’ve got all the strategic panorama of creating a powerful Black Friday customer experience, it is time to supply your marketing and sales teams with the right tools!

  1. Live Chat: Within 3 simple steps, you can have as many Live Chat rooms as you want on your website. First, create and personalize your Live Chat; second, paste a single line code on your website; third, start chatting with your audience. 

Click here to get Arena’s Live Chat For Free.

  1. Social Stream: You can now monitor the social web and find the best user-generated content on social media. Engage with the right audience!

Click here to get Arena’s Social Stream for free.

  1. Live Blog: Empower your team to publish news as they happen, in real-time! It works on any website and you won’t need coding. 

Click here to get Arena’s Live Blog for free. 

  1. Customer Data Platform (CDP): Apply your efforts to convert new customers instead of wasting time analyzing a messy and disconnected data pile.

Click here to get Arena’s Customer Data Platform (CDP) for free.The solutions are not over yet! Arena has a complete platform to provide what you need to make 2020’s Black Friday the one to remember. Click here and learn more!

How Amazon boosted user engagement at Prime Day

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Amazon Prime Day is arguably the most profitable day of the year for eCommerce. In 2020, analysts believe sales rocket by 49 percent, hitting $10.6 billion and over 200 million products sold.

As Amazon keeps expanding its global reach – only this year, Prime Day happened simultaneously in 19 countries – some markets presented significant opportunities for affiliates that generate revenue from promoting Amazon’s products.

According to Amazon, Brazil is the country with the fastest growth in Prime subscriptions. Currently, the benefits plan already has active users in 95% of the country’s municipalities.

Tecmundo and Amazon Prime Day

Tecmundo, one of Brazil’s most popular websites for technology news, with over 20 million unique visitors, leveraged the Amazon Prime Day to boost its revenue and bring massive traffic to their website.

As I wrote before, Globo – the world’s second-largest TV Network – used the Arena Live Blog and Live Chat to cover the NBA finals and increase user engagement and revenue. 

Tecmundo went one step ahead and combined Arena’s products, Amazon Prime Day, and its own digital domains to create a unique environment – comparable to a real store on a Black Friday, with many customers interactions, conversations, and of course, sales.

To explore Amazon Prime Day as much as possible, Tecmundo created a hot site to cover all of Amazon’s best deals in real-time with continuous updates and ongoing discussions about the offers, products, and genuine customer reviews. The hot site basically consisted of Arena’s Live Blog and Live Chat.

Why Live Blog?

A live blog is, put simply, a curated news feed that can be integrated into websites, providing rolling coverage of any event in real-time. It combines content that is usually fragmented across the web, complementing articles and written stories with images, videos, tweets, polls, live group chats, and other digital assets that can be embedded in the feed.

Live blogs are widely used for breaking news coverage as they consolidate reported information to content pieces from outside the news organization, like user-generated content and inputs from social media. 

It’s a transparent format in which journalists can update and attach multiple formats in an easy-to-digest layout. 

What is a Live Chat?

A Live Chat is a communication platform that enables users to engage in relevant conversations with each other. Live Chats are commonly used to cover live events to provide an instant communication channel to users of a specific website, for instance. 

A Live Chat is the ideal option for companies that want to provide real-time interactions for customers who are browsing their website, learning about their products, and analyzing the brand’s reliability, for example.

Getting creative with Live Chat and Live Blog

On its hot site created exclusively for Amazon Prime Day, Tecmundo utilized a remodeled Arena Live Blog and Live Chat.

The Live Blog that usually displays conventional news updates in real-time, was configured only to show product offerings and hot deals from Prime Day. The Live Blog was automatically curating these deals from Amazon’s domains. 

The Arena Live Chat was also integrated into the same page. Potential buyers could talk between themselves, question the products’ quality, share personal experiences, reviews, and ask Tecmundo’s dedicated support team questions about the merchandise.

How Arena CDP can refine your sales strategy 

Today, marketing leaders need robust tools to optimize and personalize every interaction while engaging users to build significant and lasting relationships.

Arena offers the full solution to engage, understand, and turn your users into paying customers.

The Arena Data Platform enables publishers like Tecmundo to regain control of their user’s data. 

Our solution offers a unified 360-degree view of users, gathering data from different points of contact (multiple platforms) and enabling companies to find out who their potential customers are, how they behave, when they are ready to buy, and why.

The Arena Customer Data Platform consolidates all the customer data on a comprehensive dashboard to build an authentic unified profile.

Publishers can then analyze customer behavior in real-time to build unique customer experiences to increase engagement and sales on their platforms. 

You can also create experiences like Rogers Media, Fox Sports, Globo and many more. Start a free trial now and see for yourself.

Next level of Real-time coverage at the NBA

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The NBA finals are one of the most anticipated sports events in the world. This year, apart from the coronavirus pandemic and record-low TV ratings, over 7 million viewers tuned in, just in the US, to watch the games. 

With millions of die-hard fans and worldwide visibility, it’s natural that some businesses turn the event into a giant marketing funnel.

In fact, the NBA itself has proven to be one of the most profitable sports businesses ever, with estimated annual revenue topping 8 billion dollars.

NBA real-time coverage

In times of quarantine, the interest in real-time content is even higher amongst internet users. 

Customers are always on. Given the newness of technology and innovation, they have all the tools to remain connected nonstop and wish to consume reliable information that leads them to make better decisions. The faster, the better. 

People are getting used to new ways of consuming digital content.

With empty stadiums and arenas, live content has become the closest fans can get to live-action. High-quality content is more important now than it has ever been.

Customer Experience tools are on the rise, and Live Blog and Live Chat are quickly becoming the best ally for businesses that rely on content creation and distribution.

Why Live Blog?

A live blog is, put simply, a curated news feed that can be integrated into websites, providing rolling coverage of any event in real-time. It combines content that is usually fragmented across the web, complementing articles and written stories with images, videos, tweets, polls, live group chats, and other digital assets that can be embedded in the feed.

Live blogs are widely used for breaking news coverage as they consolidate reported information to content pieces from outside the news organization, like user-generated content and inputs from social media. 

It’s a transparent format in which journalists can update and attach multiple formats in an easy-to-digest layout. 

How to leverage a live chat to cover real-time events?

A Live Chat is a communication platform that enables users to engage in relevant conversations with each other. Live Chats are commonly used on the coverage of live events to provide an instant communication channel to users of a specific website, for instance. 

A Live Chat is the ideal option for companies that want to provide real-time interactions for customers who are browsing their website, learning about their products, and analyzing the brand’s reliability, for example.

Globo TV and the NBA Finals

Looking for fresh and real-time alternatives to provide valuable content to its customers, Rede Globo, the second-largest commercial TV network in the world, made a pioneering move by adopting two of Arena’s CX solutions to broadcast the NBA Live finals.

Using the Arena Live Blog to cover the matches – play-by-play – and the Arena Live Chat to enable passionate discussions amongst fans, Globo had audience peaks of tens of thousands of users following its Live Blog coverage concurrently. Their Live Chat, which was only open for Globo’s paying subscribers, had over four thousand users at the same time.

Covering such an important event, during a pandemic, can be even more challenging for journalists. Besides reporting on the game, they need to keep an eye on everything that’s happening off the court.

The best way to put all the news together and deliver it to its users is through the Arena Live Blog. Globo used our Live Blog as a sort of “second-screen content” to its users while the finals were going on and aggregated news about the teams, players, and fans.

Dynamic and extremely interactive, the Arena Live Blog allowed the TV network to bring different post formats and sources together to deliver real-time updates for their instant audience. 

Globo live blogged the NBA finals through several content formats, such as videos, audios, texts, and social media posts to shape a diverse and more interactive feed. They also used live polls with game-related questions, to increase user’s interaction.  

We can say Globo mastered the art of live blogging. Already widely popular among their soccer fans, the TV network is now bringing the same recipe – anticipation, hype, real-time – to the national basketball league.

During its live transmission, Globo also embedded paid ads into their Live Blog to increase revenue. The TV network learned that it’s easier to sell when your audience’s interest is peaking. 

And when you have tens of thousands of users simultaneously watching your Live Blog, engaging in polls and Live Chats discussions, it’s fair to assume that user engagement is no longer a problem.

By curating and providing real-time updates from people literally on the inside of the game, Globo had the ability to immerse their viewers in the game like they are actually there. 

With the Live Blog coverage of the NBA finals, Globo also managed to engage paid users in exciting discussions about the game, plays, and players.

In quarantine times, having real-time and play-by-play updates, inside coverage, discussions – sometimes heated – with other fans following the same game, it’s not too much to say this is the closest sports fan will get to a real sports arena.

Providing multimedia content and an innovative narrative experience to its audience is already paying off to Globo. The TV network made the Arena CX solutions a central piece of their communication strategy, and it’s seeing a relevant growth in user engagement, time spent on their web domains, and ROI.

With the Arena Live Blog and Live Chat, the possibilities are endless.

You can also create experiences like Globo did in the NBA broadcast. Take a free trial now and see for yourself.