Live Chat is a tool that offers numerous benefits. You’d be surprised with the versatility it provides — see how these companies are using Live Chat.
Customer Experience
November 26, 2020
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
