Rules, Invitations, and Alerts
The Key to Online Success
Proactive chat requests are one of the leading ways to help convert your visitors in to buyers. Velaro’s click-to-chat service allows you to easily define your own customer HTML invitations, and then define the specific rules that will cause the invitation to show on your web site. You can also use these same rules to automatically notify your agents when a high-value customer is on your site.
Standard Solution
Velaro’s standard solution lets you configure and design a single proactive chat request for each of your departments. This proactive request can be initiated manually by agents as they see visitors navigate your webiste, or you can set up a simple rule that has the invitation automatically display after the visitor has sat idle on one of your pages for a specific amount of time.
Livefluence Custom Invitations
Velaro’s Livefluence service lets you create and maintain your own library of custom invitations. While most of your invites will be focused on requesting the visitor to chat with one of your agents, in reality you are only limited by your imagination. Since you control the HTML that is displayed within the invite, you can use them for anything you want. Perhaps you want to create a invitation that is displayed to offer the customer a coupon? or maybe you want to display only certain customers a special offer that, if they agree, brings them to a new web page. All this, and much more can be easily accomplished with Velaro’s Custom Invitation library.
Livefluence Alerts
Livefluence alerts can be set up to automatically notify someone of important activity happening on your web site in real-time. An alert can be configured to pop-up on your agent’s desktops, or be e-mailed to any number of addresses. Alerts are defined within your Livefluence gallery, and use the Livefluence Rules (see below) to determine what you want to be alerted about.
Livefluence Content Targeting
Like Custom Invitations, Velaro lets you define a library of special HTML content. This content is maintained directly on the Velaro servers but can be automatically delivered to your web pages, and embedded on the page dynamically. With content targeting, you can modify what different visitors see when they visit your website based on what you know about them. Content Targeting is based on the rules you set which are derived from everything we have determined about the visitor. The rules you define (see below), allow you to customize your web pages automatically depending on each individual profile.
Livefluence Rules
As a Livefluence customer, you also gain access to Velaro’s powerful rule-based system that allows you to easily build complicated definitions for how and where you want an action to occur. Livefluence provides over 60 rules that can be combined to provide an endless array of scenarios on which an action can occur. Some mundane and not so mundane rule examples may include:
- IF the visitor was referred from a paid Google search,
and the keyword the searched for was “shoes”,
and (they are currently on the “checkout.html” page
or they are currently on the “help.html” page),
and an agent is online and available
and the visitor is located in Maryland
THEN display the “Maryland Checkout” invitation. - IF the visitor’s shopping cart has over $100 worth of items
and one of those shopping cart items is “SKU-1235″
and we are 80% sure this visitor is a male
and it is between 9am and 3pm
THEN alert any online agents that we have a high value customer online. - IF the visitor was referred from “mypartner.com”
and they have a cookie on their browser “MYCOOKIE=SPECIALCODE123″
and they have visited any of these pages: “home.htm”, “contactus.html”, “products.html”
THEN change the content of the <DIV> tag named “special offer” to “Click here to get 30% off”
Livefluence Customer Segmentation
Built directly in to the Livefluence Rules service is the ability to have Velaro monitor your visitors in real time, and based on their actions, start building a real-time segmentation profile. This profile is built based on whatever actions you think help Livfluence additionally categorize the customer. Customer segmentation is the act of grouping your website visitors into categories. A category may be something as simple as “Gender” or as obtuse as “Likely buyer” or “Discount shopper”. The act of grouping a visitor into one or multiple categories is done based on identifiable traits, browsing habits, and other demographic data that can be extracted during the visitors time on your website.
Livefluence allows you to set up customer categories, and then define rules and triggers that will be used to place each visitor within a specific category. The act of being able to group customers into categories is great, however, unless something can be done with them, they are useless. Livefluence provides the following ways in which categories can be leveraged:
- Real-time visitor details – Customers have the ability to decide which categories they would like to be transmitted to agents who are logged in to the Velaro desktop application. As visitors are categories or their values change within a category, agents will see this information in the visitor details section of the desktop. Agents also have the ability to add a column to the top portion of the real time visitor display so that any of the categories delivered to them may be shown all the time.
- Livefluence rules - Integrated in to actual Fluid Commerce triggers, customers may define rules that interrogate a current visitor’s association to a specific or set of categories. As a result, categories can be used for content targeting, invitations, and alerts.
