Paid Search: Holiday Ramp-Up

As you're getting ready to ramp-up your PPC campaigns for the holiday be sure to check out the major retailers in your category for valuable competitive information. When you look at the major retailers or competition look for product identifiers. While you and a competitor might carry a similar product, your competition might use a different product identifier and its an opportunity for you to capture new traffic and customers.

On retailer sites like Amazon, Wal-Mart, Target, look for information like:

• ISBN-10


• ISBN-13


• ASIN


• Item Model Number


• Item #

Don't forget to add the product's name and manufacturer ID in your list of keywords/phrases. Let's use the Garmin nuvi 780 as an example:

• On Garmin's site, you'll see Part Number: 010-00657-05


• On Amazon's site, you'll see ASIN: B0011UEUNG and Item model number: Nuvi 780. If you're savvy enough, you'll also pick out the unique identifiers in the URL.


• On Crutchfield's site you'll find Item #150NUVI780.

For one product on three sites, there are at least three unique identifiers (I'm not including the Item model number from Amazon). While these may generate small amounts of traffic (and typically a very low CPC) in your campaign they may convert more often. The Internet is ultimately a research tool and many people will research a product before buying. The buying decision may be based on several factors including price, taxes, shipping costs, etc. The more often you appear in the search funnel the more likely you are to convert a visitor into a customer.

Holiday Planning for Online Retailers: Promotions

Promotions

This is separate from online marketing and a lot of what is mentioned below depends on what your platform can handle. If you have a flexible platform, you can get creative in the promotions you offer and that can open new doors to incremental sales.

When I set out to create promotions, I lay out some goals I want to achieve and look at forecasts to see what I need to push hard. Again, pull year to date data and last year’s data (segregate November and December) to create a baseline. Here’s what you’re looking for:

- Top 10 products by units
- Top 10 products by dollars
- Average order value (total revenue divided by total number of orders)
- Units per transaction (total number of units sold divided by orders)

Break these numbers down by:
- Year to Date (YTD) 2009
- 2008
- November and December 2008 (if you have time, track these data points by week)

Compare your YTD 2009 numbers to your 2008 and November/December 2008 numbers. Is there growth this year over last? What’s the delta between YTD 2009 and holiday 2008? Create some goals that you want your promotions to achieve, such as:

- Promotions should result in 10% AOV increase
- Promotions should result in 10% UPT increase
- Promotions should bump Product X into the top 5 products for a given period

For promotions that involve increasing AOV and UPT, consider these options
- Set a qualifying order amount (based on product sub-total) to get free ground shipping
- Tiered discounts (e.g. Save 10% When You Spend $50, Save 15% When You Spend $75, etc.)
- Gift with purchase when you spend $X
- Buy 2 (or whatever amount) and get the third at 50% off
- Gift with purchase when you buy products A, B, C

If you need to increase sales volume on specific products consider offering a discount on that particular product. Examples include:

- Save X% when you buy Product X
- Get the second unit at X% off

Try creating bundles and promoting it as a separate SKU and offering a discount. You’re enticing customers to buy more than one product and providing an incentive to do so.

Put these promotions on your shared calendar so everyone on your team knows what’s coming. Stage products your promoting so that all the shipping team has to do is slap on a shipping label. If you’re like me, create a spreadsheet and track the promotions on a daily basis to get a sense of what they’re doing. Be sure to share these great results with your team and higher ups so everyone can share in the excitement of what they’re taking part in.

Next up…Online Marketing!

Woopra: Better Than TV

This is my third post on Woopra...no, I'm not paid by them! Just this morning, over the course of 15 minutes, I watched three customers come to one of the sites we manage and make a purchase. They came from different parts of the country and two bought form the same designer. It was interesting to see, in real time, the browsing behavior of these three people before they made their purchases. While two bought form the same designer, one was looking for something completely different. Our merchandising strategy paid off in this case because the individual clicked on a related products item, browsed the collection from that designer and made a purchase. This particular customer came in through adwords for a different designer and I now know that the conversion can't be directly attributed to that term. Yes, that term brought the customer in, but, the customer didn't buy a product from that designer. Watching this behavior also has me working on some new category page layouts in an effort to convert visitors into customer more quickly.

This is fun stuff, and if you think its fun too...get Woopra.

Holiday Planning for Online Retailers: Shipping

One of the worst situations you can find yourself in is not being able to fulfill the orders you’ve worked so hard to generate. Prepare by assessing your previous holiday outbound shipping needs and adjust for this year by taking into account your forecast. Here are some considerations to keep in mind while you’re planning:

Staff
Your shipping team is an important part of the ecommerce department because they’re the ones sending products to the customer. Understand your staffing needs and make sure you have a core group of individuals who understand the products, standards you set in shipping, processes and have experienced the holiday rush in your business. These individuals will be key in making sure shipping goes smoothly and the new guys understand what is required of them

Supplies
One of the most overlooked elements of shipping is supplies. Don’t assume your vendor(s) will have the stock when you need it because they likely have other customers who want supplies when you do. Forecast your supply needs and negotiate cost with your vendor. Because you’re buying in advance, they should be willing to cut you some deals which ultimately helps to lower your per order fulfillment cost. If you’re tight on space ask them if they will store and deliver as needed – but they have to be close enough to your fulfillment center to make this an effective solution.

Shipping Rates
Here’s where you can save extra money. First, pull your shipping invoices from the previous two years and record the dollar amount per shipping method (ground, 2 day, etc.). Second, figure out how many orders you expect to ship this year and break it down by ground, 2 day, etc. Third, determine the zones to which you ship most often. Lastly, call your rep at UPS and FedEx. Tell them you want to negotiate shipping rates for the holiday and be prepared to show them your analysis. Play your UPS and FedEx reps against each other to get the best possible rates and get it in writing.

Shipping Calendar
Ask your shipping rep to give you a calendar of shipping dates for the holiday season. You need to understand your shipping window so you get orders in customers hands in a timely fashion. There’s no better way to lose customers than to deliver gifts on the 26th. Run Guaranteed to Get There promotions based on the shipping windows listed in the calendar.

Processes
Get your shipping team, customer service team and order processing team (or whatever teams you have in the order fulfillment chain) in one room and iron out any hiccups there are in the fulfillment process. Communication is key and designate point people along each step who will be responsible for communicating with others and raising the red flag when necessary.

Next up...Promotions!

Holiday Planning for Online Retailers: Merchandising

Planning is the difference between success and failure. One of the additional benefits of planning is it makes life easier during the hustle and bustle of the holiday rush. Well, it may not make it easier in terms of longer lunch breaks, but, it’ll allow you to do other things that generate incremental revenue. Here are some of the things you should look at for your merchandising plan:

Home Page & Category Plans
Plan your home page and category page refreshes in advance. By ‘refresh’ I mean update imagery and products. Pull together data from last year to see what products did well and what page locations generated the most clicks and dollars. Also pull together the same data for this year. Take a look at your forecasts, market trends and plan your refreshes accordingly. Get your creative assets lined up and present mockups to stakeholders for final blessings.

Cross sells & Up sells
Cross-sells/Up-sells: This is an oft-overlooked merchandising area either because retailers don’t have the capability in their ecommerce platform or simply don’t know how to do this. Pull reports to determine most profitable product correlations. Basically, when product X is bought how often is product A, B, C, etc bought? This data will help you determine how to merchandise your cross-sells and up-sells. Of course, there are other factors you may consider for this: new products, forecasts, recent trends, etc.

Buyers guide
This is an excellent way to guide people’s buying decisions and get SEO benefit. Keep it simple by targeting price points, demographics and themes.

Category updates
Update your navigation to include categories like Gifts for Him, Gifts for Her Gifts Under $50, etc. Your specific business might require different categories, but, the goal here is to help people make purchases as efficiently as possible.

Next up...Shipping!

Holiday Planning for Online Retailers

The end of summer is near (where did it go already?!?) and the holiday is quickly approaching. Many online retailers are starting to think about what they’re doing for this all important retail season while others haven’t even given it a moment’s thought. Either way, what I want to do is provide you with some basic things to consider in your holiday planning sessions (if you’re already planning) or to get your wheels spinning (if you’re busy sipping frozen drinks on the beach…which isn’t a bad thing!!).

In the next few posts I'm going to discuss Merchandising, Shipping, Promotions, Online Marketing and Technology. To kick off this series, I'm going to suggest you have three things lined up:

Online Calendar
- Use this for scheduling and enter important dates
- Share this with people in your department
- Check out: Google Calendar, Apple’s Mobile Me (great for Mac and PC users) or Yahoo Calendar

Online file storage
- Eventually you have to leave the office, but, you or someone on your team will need access to a file. If your company doesn’t have VPN setup, consider signing up for online file storage
- Check out: Apple’s Mobile Me, SharePoint (look at hosted versions) or Box.net

Excel Spreadsheets
- You gotta love spreadsheets. When you have your plan set, create spreadsheets to track promotions, home page refreshes, etc.
- It helps you understand what’s working and not in relation to the other parts

The next post is on Merchandising.

- Julian

Search Engine Optimization at the Beginning of a New Site Build

I was doing some SEO research and came across an article written by Chris Boggs that talks about the importance of SEO when building a site. Specifically, how search engine optimization needs to be part of the build plan and not an afterthought for when the site is launched.

If SEO is done after a site is launched, it can actually present more problems than if you were to do it at the front end of development. Reason being, you may have to make many tweaks to your site's code to handle the changes you want/need to make. This can also lead to an ugly looking site.

We've done search engine optimization on some sites where SEO was done post-launch. After auditing a particular site we proposed numerous changes to optimize the site which cost the client a decent sum. This cost could've been avoided in two ways:

1. SEO up front: if you don't have in-house SEO, hire a consultant or firm to be part of the site build team

2. Choose the right CMS or Ecommerce platform: Right off the bat, the client could've saved money by choosing the right content management system (CMS). There are numerous CMS options out there so you should carefully analyze each option before choosing one that best fits your needs.

Our site build process includes SEO on the front end and is a major component of the build plan. SEO presents the best ROI over the long term and if you're not ranking well for your business critical terms then what's the point of the site? Seriously! It's like a store without a sign...you exist, but, no one knows who you are or what you do.

When we do an ecommerce implementation, we use Magento and it is a great platform for SEO. Some of the things we like about it for SEO:

- Each page can be customized with unique meta data, page title and URL. Sounds simple, but, you'll be surprised how many sites don't have this

- Dynamic Sitemaps: the platform will create sitemaps for Google and the site itself. When you add/delete a page the sitemap is automatically updated

- Tags: a customer can organize their shopping experience with product tags. Sally might browse a selection of couches for her living room and might tag them as 'living room couches.' This creates a tag associated with those products and not only can she see that tag...you and the search engines can see it. The more that tag is used, the bigger it gets and eventually it'll get an H1 tag

- Popular Search: this simple, but, very useful feature aggregates all site searches onto one page for visitors and search engines alike to view. What does this mean for SEO? It means you get a page with a bunch of links and great anchor text leading to products. Again, the more often that term is searched the bigger it'll get. Here's an example from Bruges Home

- Add content to category/sub-category pages. To maximize this, develop unique and descriptive copy that targets a couple key terms

There are several other features that can be leveraged to maximize a site's search engine performance, but, the key thing is to make SEO a priority on the front end. If you do this, you'll have a better site, you'll save money and you'll get more organic traffic.


- Julian

Our New Website

We just launched our new website! Consider it version 2 with an update coming later in July.

Visit the newMJM Ecommerce site

Developing Ad Copy for Your SEM Campaign

I'm in process of optimizing a campaign for a client and thought it would be a useful post to provide some guidelines on how to write ad copy. I'm going to approach this at a high level for now.

1. Make sure your ad copy is relevant to your ad group and landing page. The more relevant your ad is to the search query and landing page content, the better your Quality Score will be and you will experience some cost savings.

2. Using AdWords as the specific example, you've got three lines to work with for a total of 95 characters. Break down each line into three distinct sections:

a. The Headline (25 characters): like headlines in newspapers, you've got to attract the searchers attention. Keep in mind
you're vying for the attention of a searcher who is looking at organic results and your competitors ads.

b. First Description Line (35 characters): you'll find yourself getting creative to convey your message within the character
limitations. State the product/service you're offering in this first line. Its the set-up for line two....

c. Second Description Line (35 characters): here you want to trigger an action. "Buy now" is a call to action and tells people
what to expect when they click on your ad.

I recommend you develop ad copy in excel, create multiple versions and use the LEN formula to calculate character count. Don't implement your ad copy right away no matter how compelling it is. Sleep on it and approach it later to make sure the ads make sense as a whole and clearly state the value a searcher will experience by going to your site. Implement 3 versions of ad copy and see which one performs better (be sure to allow the ads to be displayed evenly).

Successful Paid Search Optimization

Its only been four days since we optimized this account, but, we're really excited about the results so far. When we calculated daily averages before and after the optimization we saw some incredible improvements in such a short time:

- Average CPC decreased 33%
- Clicks increased 63%
- CTR increased 42%
- Conversions increased 58%
- Cost/Conv. decreased 36%
- Cost rose just 8%

Friends Getting Props

Check out our friends from Klick Studios recent mention in this article about the best examples of light and space effects in web design.

Great Cause

A friend's son and wife came up with a great idea to help people who lost their job in this tough economy. Imagine if you lost your job today. Visit Gift Cards for Dinner and donate your unspent restaurant gift cards to those less fortunate.

Woopra

376 days ago I blogged about Woopra and I'm at it again because you should use it.

It's not replacing Google Analytics or other ewb analytics tools, but, it is providing me with data I love...real-time data. You can see in real-time the visitors come to your site, click through your site pages and hopefully complete a conversion action. Here are some reasons to check it out:

1. Client engagement: one client I enabled this for as a test run is loving the tool. In fact, I'm getting the reaction I hoped for. They are looking at the data and asking questions. These questions lead to great action which has turned into sales

2. Customer Service: since you can view visitors in real time you will be able to help them as they navigate your site. Get them on the phone or live chat and you'll be able to see their exact click through path and help them complete a sale. The other side is, if you see people hitting a common stopping point then you can address the issue ASAP.

3. Marketing Campaigns: we launched an email yesterday and I was able to watch the people come in from around the world and click through the site. It was great to see hundreds of visitors hit the site at the same time and see who was buying.

Sign up for an account an install it on your site ASAP.

Long Time

Its been a while since we posted anything on our blog. Its mostly due to the fact we have so many projects right now that we don't have time for ourselves. Its the case of of the cobbler's son.

I do have to blog about the extraordinary success we're having with two tanning salon campaigns we're running. The two salons are owned by the same company, but, target different geographical areas. Combined they have locations from coast to coast and now is the peak season for the franchises.

We started a PPC campaign for one of the salons last year and it works incredibly well. The campaign incorporates some lifestyle ad groups focusing on needs. For example, brides and bridesmaids will be working on their tans soon. Bodybuilders tan before a contest to further accentuate their muscle definition. Of course, the impression rates for these ad groups are lower than the others, but, they get a better click through rate and conversion rate. Users are directed to print a coupon for use at their nearest location and the parent company reports a 35% increase in salon foot traffic.

The sister salon was started on a PPC campaign in March and it is doing even better than the other. Click through rates are running about 10% and essentially the same keywords were used for this campaign. I attribute this to a few things:

1. We're running it ;)
2. Conversion tracking is helping identify winners from the get go
3. The promotion is better...or at least that's the way we see it
4. These salon locations are in more heavily populated areas
5. Campaign organization. There are 12 franchise owners with their own budgets. The way its organized now we can better manage the campaigns.
6. Acquisio's PPC management tol is helping us better run campaigns and the reporting feature allows us to focus more on actual campaign management. I hated doing reports, but, Aquisio is making tha a lot easier

That's it for now, but, we'll back soon. We've got a lot in the pipeline and we'll be telling the world pretty soon.

Google Affiliates

Anyone know much revenue you need to pull in to qualify?

Free Comparison Shopping Engines

Talking about Comparison Shopping Engines (aka CSEs) with colleagues or peers in online marketing will get you mixed reactions because the results are equally mixed. Some retailers turn on CSEs during the holidays while others maintain a presence year round. How yoou approach it depends largely on your budget and plans. However, you owe it to yourself to check out TheFind! (www.thefind.com) and ShopWiki (www.shopwiki.com) which are two free CSEs. I recently got a client on TheFind! and it generated sales within two days of going live and is still pumping out results.

Complete End to End Enterprise Ecommerce Solution

MJM Ecommerce is growing and it's been a very fun summer for us. We’ve signed on some exciting partners for complete ecommerce implementation and management and others for online marketing management. We’ve also teamed up with a prominent Memphis agency to provide online marketing services for their clients.

Perhaps one of the most exciting developments has been the recent inclusion of a call center and fulfillment facility. This is particularly exciting because now we are able to truly provide a complete end to end ecommerce business solution to our partners. We’ll be able to provide a robust ecommerce platform, design, marketing, strategy, call center and fulfillment solution to businesses that want to start an online business or improve an existing one.

The call center specifically presents an opportunity for our partners to grow their business because it allows agents to interact with customers and guide them through the buying process. Essentially, this creates another sales channel for the business that is extremely important. Through our collective experience, a call center can generate around 30-40% of revenue for an online business. It’s important to note that a professional call center is more effective than having store employees answer calls during their shift to provide customer service.

If you’re interested in learning more about our complete end to end solution we invite you to contact MJM Ecommerce.

To Ship Free...or Not?

Free Shipping is a staple promotion among online retailers and for good reason. A recent PayPal and comScore study showed that 43% of shoppers abandoned shopping carts because of shipping costs. That leaves 57% of shoppers who started a shopping cart to go through your checkout process and dropoff because of other reasons (i.e. taxes, price shopping, etc.). Depending on numerous factors, your conversion rate may be around the 2% range.

Free Shipping may be more of a drain on retailers’ bottom line nowadays because of rising fuel costs. Recently, UPS updated their fuel surcharges to as high as 32% for air shipments! So this opens up a variety of questions for an online retailer that wants to increase (or at least maintain) year over year revenue numbers in this not-so-favorable economic climate.

Should I Keep Free Shipping?
Dig into your numbers and see what impact free shipping has on order volume, conversion rate, average order value, shipping costs, shipping revenue and margin before and after the fuel prices rose. If these numbers were favorable before fuel prices became burdensome then you need to consider keeping the promotion active and changing some qualifiers. After all, this is a temporary (not sure how temporary) situation and economic downturns are an opportunity to gain market share and grow rapidly when the economy turns around.

I have always approached free shipping promotions as a way to boost order volume, units per transaction, average order value and conversion. To do this I put in minimum order values to qualify for the promotion. There are multiple factors to consider, including: average online order value, shipping discounts you receive and your competition.

As a rule of thumb, I start with the minimum qualifying order value as the online average order value. Then I look at what increase in AOV I’d need to achieve to offset the lost shipping revenue to maintain a favorable margin. In most cases this has turned out to be 15% more than current online AOV. What you’ll find is that you may realize a 40% increase in actual AOV from the promotion.

Your shipping discounts and competition will weigh in on where you actually set the minimum order qualifier. If you ship out large volumes with UPS or FedEx you probably get great discounts. If not, renegotiate your rates with your rep and be sure to use their competitors to your advantage (i.e. tell your UPS rep that you’re strongly looking at FedEx for ground shipments and vice versa). If your own competition is offer free shipping at lower order amounts then you need to see what you can do to get near that level because you want to take away their customers. This leads into the next question….

What Alternatives Do I have?
To cut down on your shipping costs and offer free shipping at low order amount qualifiers you can consider using USPS. Using regular mail offers advantages over the other carriers because it’s a lot cheaper. However, disadvantages are present when using USPS. For example, you don’t get tracking with regular mail. Tracking only comes with Priority mail and even that is close to useless because you only see when it leaves and when it reaches the customer. The lack of visibility of what happens in between can cause customer service nightmares. But, it’s still worth a look if you’re selling non-perishable items and tell customers up front what to expect.

Look at your packaging materials. Can you cut down on your box dimensions, the type of dunnage used, and if product can be shipped without a box. The later is a perfect opportunity for apparel retailers and book retailers to use biodegradable plastic shipping wrappers because it can be folded down to nearly the exact dimensions of the product and is much lighter than using a box and dunnage.

When marketing your free shipping promotion be sure to use some real life cues to help get your message across. By shopping online your customers can save money (and time) by not traveling to a store and standing in line and they may save on sales tax.

Online Investment

In the most recent issue of Internet Retailer (July 2008), the Publisher’s Letter (written by Kurt Peters) talks about Moody’s Investor Services recent move to more heavily weigh a retailer’s online revenues when rating their debt. “A Strong online presence is considered a ratings positive more frequently than in the past because it represents such an important channel of distribution and can mitigate declining comparable-store sales trends,” according to Moody’s.

There were a couple points driven home in this article that new and existing multi-channel retailers should keep in mind as they assess their own online investments. But first, take these numbers into account:

Moody’s has a 40% share of the worldwide credit ratings market

First quarter 2008 online sales grew 13.6% year over year versus retail sales growth of 2.8% for the same period

Online sales growth has been very strong for several years as the shift of consumer spending from bricks and mortar to online continues. As this growth continues the percentage increase will decline because the revenue base continues to grow. Taking the news from Moody’s, you can bet companies are taking this seriously and looking very hard at how they invest resources into their online business.

For smaller retailers this is an opportunity to carve out niches and leverage growth to compete effectively and take market share over time. If you don’t have a large budget, carefully spend your money in those areas that will grow your business and areas that will support that growth. There are a lot of great tools out there that generate incremental revenue, but, that increase may not be worth the investment of your limited resources.

Focus on areas that grow your build your brand, generate sustainable revenue and increase market share. Look at your customer service. Are you taking care of customers to the fullest and increasing the profitability of the relationship? Look at your fulfillment…are you cutting unnecessary costs and finding ways to encourage sales conversions? Look at your site…is it efficiently converting visitors into customers?

As mobile commerce becomes more of a reality with devices such as the iPhone and Blackberry its up to the retailer to step up and take their piece of the pie. As a consumer, I have a web app loaded on my iPhone to compare prices when I go shopping at stores. On several occasions, I have gone into a store (i.e. Target, Barnes and Noble) and used this app to find better prices online and even completed the transaction before leaving the store. This is going to happen more and more as people have better mobile devices and want more convenience in their hectic lives.

Mobile commerce is going to quickly become a reality for some of our retailers in the coming weeks and we’re excited to see the growth. For these partners, they will be the first in their respective industries to have a mobile optimized site. These sites will be mentioned after going live.

I suggest you take a few moments to assess your online investments and determine where you’re headed. If you’re in a rut, you need to quickly rejuvenate as the holiday season approaches. Speaking of holiday, you should be acquiring more new customers than at any other time of the year and you need to groom that relationship. Every order that leaves your door is an opportunity to create or nurture a relationship. Do simple things over the holiday to make your customers feel appreciated. Include a simple holiday card in a box thanking the customer and wishing them a great holiday season. If the order is a gift for someone else, make sure that package contains everything it needs to and everything looks perfect because it’s about to go to a potential new customer. Start early and you’ll be thankful later.

Woopra Website Analytics

I can't recall what search query I did, but, on Thursday I stumbled across Woopra website analytics. It's free and in beta mode and Woopra makes the claim of being the "world's most comprehensve, information rich, easy to use real-time web tracking and analysis package.' That's a pretty bold statement to make especially when you think of other analytics packages out there (i.e. Omniture) that take web analytics to the next level, but, I guess they qualify the claim by saying 'real-time web tracking and analysis package.'

I was interested enough to implement Woopra on this blog and give it a test run. Set up was simple, but, not quick because I had to wait for approval which came the next day. So yesterday I had my approval code and I quickly set up Woopra by inserting a short snippet of code. Then, I had to download an application which wouldn't work on my Mac so I put it on my PC.

Now that I inserted the tracking code and the application was installed and running I could instantly see who was on the E-Facts blog. The application interface has a nice look to it and is very informative right off the bat. There's a ticker at the bottom showing 5 visitor metrics and the dashoard shows you what pages are being/have been viewed, referrers, search queries and visitor countries.

The 'Live' tab shows me details of the current visitors including geographic location, browser, operating system, navigation path, and visitor history. Other tabs include 'Search'(search for visitors), 'Analytics' (includes 5 sub-tabs) and 'Manage' (create custom event notifications).

The features that I really liked were 'Start a Conversation' (live chat) and 'Tag This Visitor.' Clicking on 'Start a Conversation' opens a live chat window allowing you to communicate with a specific visitor. Its cool, but, also creepy at the same time. This is all facilitated through the tracking snippet I inserted into the HTML. 'Tag This Visitor' allows you to give a name to a specific visitor. To test this, I tagged myself and I see what pages I've visited, browser I'm using, country, etc.

Woopra certainly won't replace the analytics packages I use (Omniture and Google Analytics), however, I'm going to keep it on this blog and consider it as a supplement on other sites. It's going to be an excellent tool to provide me with instant gratification especially when a new campaign is implemented. Nothing like seeing the fruits of your labor in real-time!

From a customer service and marketing perspective, the customer tagging and live chat presents some unique opportunities. We use Magento for our ecommerce platform and the reporting provides insight on a visitor's current location on the site. So, when a customer calls in and mentions a specific page they're on the CS agent can look into Magento to verify the location of the visitor then go into Woopra and tag the customer. As an extra verification, you can instruct the customer to visit another page and you should see that page appear in their Woopra profile. Now, you can see where this customer goes and what they do in future visits! That's a marketing goldmine. The live chat feature should be used carefully. There's the potential of spooking visitors and causing them to never return. Be cautious with this one.

Check out Woopra and let us know what you think.