Internet Marketing Consulting: Knowing when you have the right ingredients for Internet success.

It’s been a couple of weeks since I have written my last post. I’ve been so incredibly busy with work and planning for meetings for meetings on proposals…blah, blah, blah. I’ve been thinking for some time about what to write about on this post. Should I write about yet another Live Chat software development? Should I write about yet another blog post of the importance of Social Media, with emphasis on Facebook, Twitter, and LinkedIn? Or should I write about something bigger, yet more focused on how I can help others? Each idea I kept coming up with, made me think of something else and then that lead me to something else. You get the picture…in other words…the ultimate villain of creativity: PROCRASTINATION.

Whenever I bump into friends or speak to people, they always ask me, “Hey Andrew…what do you do for a living?” I usually say, “Well…I do this, that, the other thing with Social Media. I write and create blogs about Live Chat and other website technologies…yada, yada, yada…” I talk about evolving small businesses into lean, mean fighting machines of commerce and service, but there has to be a way to succinctly put everything together without losing the message. That being said, I’m glad to say that I have come to an epiphany of some sorts with the help of a long time colleague and friend. I hadn’t spoken to him in some time and it was good to reconnect and catch up on basics, regarding our unique lives, careers, families, etc. During our conversation, it dawned upon me, from his perspectives and intuitive knowledge of just about everything that I knew about Internet Marketing that I had been looking at myself myopically.

I always think of others before I think of myself. I always try to help everyone I know with my experience and knowledge base. I’m always trying to think of a better way for others to become better at what they do. My problem was that I wasn’t seeing the bigger picture: Where do I fit into the picture? What is it that I am doing…and why? My friend told me that he thought my blog was a great place for me to share my knowledge and experience with others. That is just the surface of it all. I realized that I am not just an Account Executive at LiveChatAgent or a Social Media Consultant or any other piece of the puzzle. I was sum of their total. I am an Internet Marketing Consultant.

What does an Internet Marketing Consultant do, you may ask? Good question…

Well, a good way to think of it is like this: When you bake a cake you need all the right ingredients from the flour all the way to the icing. Internet Marketing is just like that. The difference is that, unlike grandma’s delicious marble babka cake that always used the same ingredients, mixed in the same manner time and time again, Internet Marketing’s recipe is constantly changing. You need to figure out the proper recipe for each client. Not every client is going to need an SEM campaign. Not every business is going to need a Live Chat agent based upon site traffic. Not every business is going to need a new site. Not every business could benefit from Social Media as much as others could. Etc…etc…etc…

An internet marketing consultant knows how pick and choose from a wide variety of tools and ingredients to bake just the right cake for internet success for a business. No two businesses are the same. The approach and follow through have to be organic and contoured to that business.

I already do what I love, which is helping businesses realize their true potential, but now with the bigger picture of adding all of the components of my experience, knowledge, connections and creativity in mind as well. I knew all the ingredients were in the kitchen. I knew what the finished cake would look, feel, smell, and taste like. I just needed a good timer to know WHEN to mix it all together or to put it simply, connect everything seamlessly and convey it succinctly. I’m proud of myself, knowing that I have always been a true maverick and it’s good to know that others out there see the same thing in me.

Amplify

Comments: 86 Comments

The Difference Between Automated Live Chat and Real 24/7 Live Chat Agent Online Customer Service

At least once a week I get asked, ” What is the difference between automated live chat and having a real 24/7 live chat agent for online customer service?” My response is always the same:

Imagine calling a business on the phone and you’re instantly put into an automated phone system. They usually give you a list of options that always takes forever to go through. Or my personal favorite, it allows you to say where you want to go, only to ask you if you meant something else. And of course, luck would have it and it would transfer you to the wrong extension and your blood pressure rises rapidly. Even if you press “0″ or say “Operator”, you’re still put on hold…but again, somehow in someway, something usually doesn’t go right. The reason why? It’s automated and you cannot reason with a bunch of circuits.

Now think of the complete antithesis.

You call a different business and to your surprise an actual person answers the phone. They say hello. You say hello. They ask you, how can they help. You respond, with your intended goal of ascertaining information on a product or a service that they offer. You get what you are looking for. You say thank you. They say thank you. In a nutshell, you’re having a conversation, a real conversation between two living and breathing human beings.

The odds are that the person that went through the automated system may or may not have gotten the information that they were looking for and therefore may or may not use that service or buy that product in the future. While the other person whose call got answered by a real person will more likely have gotten the information needed in a shorter amount of time and will more likely do business with that company.

The key is to have a reliable instant contact solution.

Now make the metaphorical leap with me from making a phone call to logging onto a website. In my eyes, there isn’t a single ounce of difference besides the fact they are two different types of contact points. The result is the same.

When you log onto a website, you don’t want to wander around looking for the correct content. The content should come to you organically, and not from automated means. Just like calling a phone number, when logging onto a site you want to speak to or live chat with a real person that is knowledgeable. You want to efficiently get the content and then get off the site. No one wants to waste their own time meandering about.

Websites that have a 24/7 live chat agent are much more likely to convert a site visitor into a lead or sale. Without the agent there a website is just like an answering machine; automated and void of humanity.

Amplify

Comments: 87 Comments

Paid Advertising Will Get Visitors To Your Website’s Door, But Who Is There Online To Greet Them, 24/7/365?

Empty House

Here is a perfect metaphor for you to envision and think about:

Paid Advertising, in all it’s guises (PPC, PPI, SEO, SEM), can get you to the front door…but when the customer rings the door bell…who’se going to answer and invite them in?

Meaning, all the ads and pay per clicking and SEM can be great and all, but if there isn’t a REAL live person monitoring that website 24/7/365 your site abandonment rate will continue to be sky high. I don’t care what kind of content is on the site. With the proper use of a 24/7 live chat agent, visitors can get on your site…get the information they need…and then get off.

Rule #1: No one wants to be on a website for longer than 5 minutes, unless they are on a site for Breaking News, XXX, etc. When it comes to gathering information like a new car or house paint, many businesses struggle with the cancer and scourge of site abandonment. The cure is having the right live chat technology on the site that is monitored 24 hours a day by a staff that is trained to answer just like you would answer when you are at work.

Here’s a little bit of reality. You have to figure that most people don’t visit a business’ website during the day, until they get home from work. Sometimes it’s even later than that, like after dinner time. By that time, most businesses have already closed for the evening and no one can even answer the telephone if someone calls in with questions.

So it becomes this sick rat race for some people to try to cut out sometime to fit their busy lives into the dealership’s schedule. That is a ridiculous way of doing business.

With 24/7 coverage on your site, you gain the upper hand of having the unique ability to interact with visitors at literally, the point of sale. But wait, it gets better.

Ever heard of ClickToTalk?

ClickToTalk technology enables the end user to bridge a direct phone conversation with the business via the website. Now having ClickToTalk technology is great and all, but afterhours if no one is there to answer that it’s pointless to have it in the first place. However, if you had agents answering the calls that come in afterhours, they can be transcribed and emailed to any recipient.

So you see, doing the proper follow through is imperative with your site’s visitors, in the daytime and even more importantly,  afterhours!

Amplify

Comments: 744 Comments

Site Update: Issue has been resolved. You may proceed to ClickToTalk to me.

ClickToTalk Phone BandAid

Whew! After many hours of testing and retesting our system. The issue has been resolved. This is the first and only time that this has happened. What was the issue? Well…if you just need to know:

It turns out there was a glitch in my VOIP phone from a power surge from a storm the night before.

I had to do some fancy foot work, but we’re up and running.

So feel free to connect with me now. No, I mean it, right now. Call me with the Click To Talk button. If you have any questions about: LiveChatAgent, ClickToTalk, Social Media, Social Netowrking, SEO, SEM, Google Analytics, Dashboards, Site Abandonment Rates, CRM systems, Online Marketing, Internet Search, Keywords, etc., feel free to contact me. I’ll be more than happy to answer your questions and/or lead you to the right direction for your business.

ClickToTalk with Andrew David Baron

Amplify

Comments: 95 Comments

PPC, PPI, SEO, SEM can get you to the website, but then what!?

question mark

We all know that just about every angle has been looked at or thought of when it comes to lead generation and all its guises. Many sectors of the online lead generation industry claim they have the holy grail to lead conversion. A little of this…a little of that and poof you have site visitors surfing your site.

Great. Now what!?

Just because a paid advertisement or a bunch of well written articles are placed in key areas, doesn’t mean much toward TRUE conversion. The potential lead goes to a site, but that doesn’t constitute anything beyond them clicking onto the site. It definitely doesn’t guarantee that they won’t just bounce off immediately. It’s a gamble, which is why so many companies are leery of SEO/SEM campaigns. One aspect that many sites lack is humanization. Meaning, someone goes onto the site and they have questions especially at nighttime when the business maybe closed and there is no one there to help them.

Here’s an interesting question…Would you open a store without sales representatives helping out and talking to the walk-in traffic? Of course not! Then why do most sites STILL not have any live interaction? It’s a mystery to us at LiveChatAgent.com.

Well, there is good news. A solution is afoot! Live Chat.

Live_Chat_Invite

Live chat software has been around for quite some time, however for the most part, it’s been licensed software that users need download onto their computer and monitor themselves. But what happens when there’s a lunch break, bathroom break, or when the business closes up for the evening? For the amount of time and effort companies put into their websites, you would think that this angle would have been better thought out.

Most people surf sites when they pause for lunch or when they are home from work. No one wants to be on a site for longer than they have to. They want to get on, get the info they need and then get off. A website shouldn’t be JUST a business card. It should be the best employee that works 24/7/365.

Online lead generation can be tough to convert. It used to be that you had roughly a week or so to contact that John/Jane Doe about a sale. Throw that theory out the window. I’m serious, if you wait a week to contact someone, you’re going to be out of business in less than a month…especially in this economy. But if there is someone there at the “point of sale” or “moment of truth”, where they may literally decide whether or not they want to do business, then there will be a higher rate of conversion.

What are your thoughts?

Amplify

Comments: 7 Comments



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