Live chat alignment is crucial when it comes to coordinating marketing efforts for your e-commerce business. Finding the right mix of channels can be challenging, but it’s essential to ensure they complement each other rather than compete. When channels work in harmony, you’ll maximize your revenue without cannibalizing it.

Having multiple working channels is great, but if you can align them with feeding each other, you can supercharge both results. You are probably already aligning landing page copy with offers in your advertising campaigns, but you can also make a similar approach with more granular aspects of your marketing. For example, aligning the live chat experience on your website with your email marketing campaigns.

At HelpFlow.com, we run 24/7 live chat teams for over 100 e-commerce stores. In addition to driving sales through our live chat strategies, we also integrate live chat into the marketing channels of our clients. For example, adding live chat calls to action in advertising or email campaigns and more.

One strategy that works incredibly well is to align the live chat experience on the website with the messaging of email marketing campaigns driving traffic to the website. In today's post, we will talk to you about how it works to consider doing the same. And of course, if you want help, we're here.

Let's get into it.

Live Chat Alignment: Tag Email Campaign URLs

The first step you need to do is add a tag to your email campaign URLs that drive to your website. The live chat system uses this tag to know the email source and the specific email campaign that drove visitors to the website.

When it comes to live chat alignment, coordinating marketing efforts for your e-commerce business is essential. While the specifics may vary depending on the email marketing system you’re using, most accounts should have this as a default feature. The specific tag can differ, but ensuring it aligns with your live chat settings is crucial for seamless integration.

For the sake of our example, we'll assume you added &chatsource=email&chatcampaign=julyfourth.

Customize Greetings with Email Offers

In previous discussions, we've highlighted the significance of utilizing automated chat greetings to increase chat volume. When executed effectively, these greetings can generate up to 70% of your chat volume and contribute significantly to driving sales. This underscores the importance of live chat alignment in optimizing customer engagement and conversion rates.

Once you have a tag in place for visitors that came from email campaigns, your live chat system should enable you to customize chat readings based on those specific visitors.

For example, you could integrate the actual offer they saw in the email campaign directly into the live chat greeting in a conversational way.

You could also note the source for the agent so that the agent can customize their product recommendations based on the email campaign experience.

The sky is the limit here. Once you have the data, you can customize many things to know that the visitor came directly from an email campaign.

Test, Tweak, and Iterate Customizations

Once you have established the data source and customized the on-site chat experience, it's essential to test various approaches to determine which yields the highest revenue per visitor from email. Consider setting up split tests to evaluate different chat experiences for visitors from the same email campaign and identify the most effective approach. This underscores the importance of live chat alignment in maximizing revenue generation and optimizing customer engagement strategies.

To supercharge results in the future, take what you learn in the chat experience (i.e., questions visitors ask, etc.) and adjust your actual email campaigns with that intel. That will enable you to increase click thru rates from your future campaigns.

What's Next?

Getting your marketing channels to work initially is the first milestone, but if you can have them work together, you will really start to scale your business results.

Want to see how you can leverage live chat in more ways? Book a strategy call with our team at HelpFlow.com, and we'll audit your current marketing approach and share ways to use live chat to drive better results. Even if you don't work with us, you'll get a ton of value from the process since we've worked with so many stores.

Want to read about more insights you can apply? Here are a few popular blog posts:

• Cart Recovery Chat: Enhancing Abandoned Cart Emails
• Advanced Live Chat Greetings to Use
• Create Facebook Ad Audiences Based on Live Chat

If you have a question, feel free to comment or reach out! We'd love to help out.