As vice president of technology solutions at Comcast-Spectacor, Mark DiMaurizio is in charge of cultivating, developing, and retaining customers for the Philadelphia Flyers hockey team, the Philadelphia 76ers basketball team, and all other events at the Wells Fargo Center. When the marketing automation company it was using in 2010 decided to phase out its homegrown chat system, he turned to WebsiteAlive.
Di Maurizio says it was immediately clear that AliveChat was a big improvement. “It had more functionality, more flexibility, and we could customize it to reflect our own brand.”
The company started out managing chats reactively, putting a chat notification on all sales pages for season tickets, premium seats and club boxes, and waiting for customer to click for help. Then after some experimentation, they transformed to a “proactive chat” approach, where, after 30 seconds on a page, visitors are greeted by a pop-up chat window offering immediate assistance.
The company likens proactive chat to a helpful sales associate in a clothing store. Customers know they can approach someone at the counter if they have a question; but they tend to buy more and feel better about their experience if someone approaches them and offers assistance. Instant engagement means the customer stays longer and conversion rates go up.
The Philadelphia Flyers have generated $335,000 in revenue from chat since 2010, and proactive chat is generating2.8 times as much revenue as reactive.And since chat operators can log in to AliveChat from anywhere, they are always generating revenue, even when they’re not in the office. For away games, for example, reps can just pull up the chat console on their tablet from home while they watch the game themselves.
- Use a “proactive chat” approach, where chat agents reach out to visitors after 30 seconds on a page
- Proactive chat generates 2.8x the revenue as reactive
- Generated $335,000 in chat revenue since 2010
- Chat reps can assist customers remotely from any location
“Honestly, it’s one of the biggest no-brainers I’ve ever had. WebsiteAlive is super easy to work with, and they have great customer service. The price is low and the ROI is immediate. It’s easy, it extends your brand, and it just creates another sales channel.”
Mark DiMaurizio, Vice President of Technology Solutions, Comcast-Spectacor