Watch the webinar replay: http://flightschool.autopilothq.com/video/how-livechat-increased-email-engagement-360-with-customer-journey-marketing Try Autopilot free for 30 days: https://autopilothq.com/free-trial.html In this webinar, you’ll learn how LiveChat improved click rates from an average of 2% to 9.18% after moving from email blasts to customer journey automation. You’ll get a behind the scenes look at five automation journeys delivering results for LiveChat, including: 1. Lead generation journey offering personalized, irresistible content 2. Sales follow-up journey triggering after a sales-oriented chat 3. Support journey sharing helpful insights on specific pain points for users 4. Onboarding journey converting free trialists into paying customers 5. Net Promoter Score survey gathering user feedback and reviews from happy customers

1. How LiveChat Increased Email Engagement
360% with Customer Journey Marketing

2. 2
ASK US ANYTHING
#JourneyMarketing
@AutopilotUS
@LiveChat
#JourneyMarketing

3. 3
Today’s Agenda
• Introduction
• 5 automation journeys
• Takeaways
• Q&A

4. 4
MEET THE SPEAKERS
Jacob Firuta
Customer Success Manager
Guy Marion
Chief Marketing & Growth
Filip Jaskólski
Web Developer
#JourneyMarketing

5. Real-time, live-chat
software for customer
service and online sales
THE FASTEST WAY TO HELP YOUR CUSTOMERS
#JourneyMarketing

6. ABOUT LIVECHAT
#JourneyMarketing

7. 7
FROM EMAIL BLASTS TO CUSTOMER JOURNEY MARKETING
Needs
• Automated approach to serve 100,000s users
• Personalized journeys and robust segmentation
• Easy for marketing, sales, success and support users
• Integrates with existing stack
• Enables regular experiments and split testing
#JourneyMarketing

8. 8
THE APPROACH
#JourneyMarketing
LiveChat followed this setup to increase overall click rates by 360%
Capture leads from web
forms & live chat
Connect tools to sync
contacts and data
Trigger Autopilot
journeys from LiveChat
1 2 3

9. Five #Winning LiveChat
Automation Journeys

10. 10
1
LEAD GENERATION
Content download drip nurture is
personalized by industry
#JourneyMarketing
75%
eBook download generates 400+ leads
82%open rate click rate
Personalized follow-
ups drive high open
and click rates.
Form is hidden for
known contacts.

11. 11
2
SALES LEADS FROM SUPPORT
Sales outreach email is triggered by the
LiveChat support system
#JourneyMarketing
49% 21%
A similar campaign
targeted at paid
leads saw a
1% reply rate
open rate reply rate
120 high value leads in 4 months

12. 12
3
CUSTOMER LOYALTY
Automatically request reviews from
high NPS customers
#JourneyMarketing
61% 13%open rate click rate
Ask Promoters
(NPS >8) to write a
review on GetApp
Highly rated (4.85/5.00) with 122 reviews

13. 13
4
TRIAL ONBOARDING
Converting free trials into customers
#JourneyMarketing
46%
Proactively engage qualified leads
7.6%
open rate click rate

14. 14
5
PROACTIVE CUSTOMER SUPPORT
Delivering content in response to
customer pain points
#JourneyMarketing
54%
6 email nurture with 1 day delay step
24.5%open rate click rate
Customer asks
support question
Agent tags chat
Email sends with
helpful content

15. 15
TAKEAWAYS
• Boost conversions with targeted campaigns
aimed at a specific segment
• Make the customer journey an interdepartmental
effort
• Connect tools you already use to make data
collection and segmentation even better
• Surprise your customers with add personalization
and a human touch in your marketing
#GrowthMarketing#JourneyMarketing

16. Q&A

17. 17
autopilothq.com
blog.autopilothq.com
@autopilotus
guy@autopilothq.com
livechatinc.com
livechatinc.com/blog
@livechat
j.firuta@livechatinc.com
f.jaskolski@livechatinc.com
GET IN TOUCH
#JourneyMarketing