How Chatbot Observations Enhance a Full-Service Advertising Agency

Chatbots are little computer programs designed to engage in lifelike, real-time conversation with humans, typically on a company’s website or on social media platforms. If you spend any time shopping on the web, you’ve probably chatted with a bot, whether you knew you were or not.

With ongoing advancements in artificial intelligence (AI), the chatbots’ “people skills” are getting pretty impressive. That’s why more companies are starting to take advantage of them to beef up their “human” workforce without actually adding any humans. Businesses are getting a big boost in productivity by letting chatbots handle initial interactions with prospects and customers. In fact, according to a study by Oracle, 80% of marketing and sales leaders say their organizations already use chatbots or will by 2020, making a partnership with a full-service advertising agency more valuable.

As a digital marketing agency that helps companies grow sales by attracting more visitors to their website, we’re thrilled about the power of chatbots to enhance the customer experience. And, we see huge potential for human/AI interactions from our work with clients in providing voice engineering services.

In efforts to emphasize the increasing implementation of chatbots, here are a number of ways that chatbots are changing the marketing and sales landscape:

24/7/365 availability and prompt answers

Chatbots don’t sleep, don’t need breaks, and don’t take vacations. They are absolute workaholics and are available to answer questions around the clock. That’s a significant advantage in our ever-more-global economy and with people who have expectations of getting the information they need when they need it.

Proactive customer service

Even as a full-service advertising agency we recognize that interactions with human customer service agents are usually reactive; the website visitor asks a question and the staff member replies. Chatbots can be programmed to be proactive. They can offer help when they detect indicators that the visitor is confused or is interested in a particular product or service and ready to “talk” about it.

Freeing humans for other tasks

With chatbots handling initial inquiries, human workers can focus on higher-level tasks, and in the process grow their careers and contribute more to the company’s bottom line.

Zero errors

Chatbots answer questions accurately every time. Where a human worker might occasionally make a mistake in explaining a promotion, resolving a problem resolution, etc., your faithful chatbot will only share the information that you’ve carefully programmed into it!

Perfectly calm demeanor

Everyone knows that customer service can be a little… let’s say… challenging. But while humans might eventually lose their cool with a particularly grumpy prospect or customer, a chatbot never will.

Easier and more complete data collection

Nobody likes to be faced with a form of seemingly endless fields when they need to provide information. Chatbots can get the required data in a conversational manner that feels less like work for the site visitor. This includes reminders about missing information or explanations about what a particular piece of data is or why it’s needed.

Wondering how chatbots can figure into your marketing efforts, customer service plans, and help drive greater success? We’re a full-service advertising agency that loves to talk artificial intelligence! Contact our team today to learn more. (We promise you’ll reach us and not a chatbot!)

How a Video Production Company Can Help with Your LinkedIn Ads

One of the most effective ways to attract, engage, and inform prospective customers is through a chic, trendy video. Written pieces with still photos will always play a big role in content marketing, but time-strapped consumers are increasingly looking to get the information they want and need about a company in video form –- which is where a video production company comes into to play.

In many scenarios, it’s just easier to absorb video content. Try to read a brochure or whitepaper when you’re being bounced around on public transportation on your way to the office. But video? That works just about anytime, anywhere. Plus, when video content is done right, it can be both informative and entertaining. Bonus!

Of course, nowadays it’s easier than ever to capture and edit video on your own. However, creating a finished piece that really engages your audience and keeps them watching from start to finish is a lot more challenging. Leveraging the expertise of an experienced video production company can be to your advantage in lots of ways. (And you’re looking for an advantage, right?)

Quality video is an effective video

One benefit of working with a video production company is that the end result will be a polished, professional piece that stands out from the crowd. And make no mistake… there is a crowd. Every marketing pro with a smartphone is a potential video producer/director/editor, but you want your material to adhere to the highest quality standards so it delivers the maximum competitive advantage.

Efficient video production is cost-effective video production

The more quickly and efficiently a LinkedIn sponsored video ad is produced, the more cost-effective it is. The trial-and-error approach is rarely efficient. Rather than asking your internal team to become video experts, it is typically a smarter choice to connect with a video production company that already has all the skills you need—and many you didn’t know you needed!

Innovative video content is the most shared video

Creating any kind of video ad for LinkedIn is a start. However, to truly succeed with your video content, you need the assistance of a video production company that can help you capture the attention of business decision makers and move them further along the buyer’s journey using an eye-catching video ad. Experienced video producers know what has and has not been done and what can be done to create a business-building buzz.

The takeaway

They say “the devil is in the details” and that couldn’t be more true with video production. Luckily, our video production team at BIGEYE absolutely loves being immersed in the details. From initial conception and storyboarding to editing and post-production, we thrive on the challenge of getting every last element right.

How can passion for video production help your company get noticed using LinkedIn sponsored video ads? Get in touch with our production team today and let’s start developing a successful strategy for your brand.

Facebook and GDPR: Insights from a Digital Media Buying Agency

In the wake of the Cambridge Analytica data privacy scandal, and with the European Union implementing its General Data Protection Regulation (GDPR) laws, Facebook has made changes to its user privacy policy. While the Cambridge Analytica situation was more related to the mishandling of data by app developers, the policy changes have gone beyond app integrations to address bigger privacy concerns that many Facebook users have had for a long time. This has forced most digital media buying agencies into strategy adjustments for their clients.

Many marketers are panic-stricken, asking themselves: “How will this affect my business marketing activities?” But fear not, as a top Florida advertising agency, we pride ourselves on being intuitive and proactive when it comes to helping our clients understand and navigate changes like this in their industry. In other words, we’ve got your back!

If you are using Facebook advertising, you probably use custom audiences or the Facebook Pixel to help you with targeting the proper audiences. As of earlier this year, there are changes you must follow in the way you collect data. New Facebook rules require you to comply with the following 4 actions:

1. Get explicit consent from each person in your database to track and remarket to them through Facebook.

There are a number of ways to do this including sending a mass email to everyone for whom you have contact information and asking that they reply with their consent.  From there, you must remove those who deny consent or don’t reply from your database. Yes, that involves some work, but you have to do it to be in compliance.

2. Make it clear to all website visitors going forward that you are collecting data.

Many companies today use what is commonly referred to as a “cookie banner” to allow people to accept or decline cookies. You might also seek consent as part of an email list sign-up process. You’ll want to discuss these needs with your web development company.

3. Make it easy for users to reject cookies and withdraw their consent at any time.

For those who change their mind about allowing you to track them, you must have a way to erase all of their data. Of course, the easier that is to do, the less time your team will have to spend doing it. So, coming up with an efficient process is key!

4. Be prepared to notify users of a data breach.

If hackers get unauthorized access to data in your possession, you must notify everyone whose data is potentially compromised within 72 hours. That isn’t going to be a fun note to send out, but doing it helps protect your customers from the hackers and helps your reputation in the long run.

How does this affect the value of Facebook as a marketing platform?

No question about it… marketers need user data to target and reach the right audience on Facebook, and the new rules will mean that less data is going to be available. This digital media buying agency definitely feels your pain!

Should you quit the platform? No, we’re not recommending that. But, it’s important to give some thought to how your strategy needs to evolve. Should you shift some resources to another platform? Temporarily cut back on your Facebook spend to see how things shake out? There’s a lot of questions!

As an experienced digital media buying agency, we can help you understand how the new focus on data privacy will affect your marketing efforts. Contact us today and let’s talk about getting you into — or keeping you in — compliance.

4 Commerce Marketing Metrics Every B2C Digital Expert Should Track

As big data and robust analytics information becomes more accessible and affordable thanks to platforms such as Google and Adobe Analytics, commerce marketing experts are becoming spoiled by choice. With so much information, it can be hard to determine which metrics are most important. To help you cut through the clutter, we recommend tracking these four B2C marketing metrics as the foundation of your true north to provide an insightful benchmark no matter what industry you’re in, or how mature your analytics team is.

Conversion rate

The single most important metric any business should focus on is conversion rate. This KPI is calculated by dividing the number of sales by the number of visitors to your site. Regardless of industry, the average conversion rate on most websites is between one and two percent. This means that even small changes to your conversion rate can have a big impact on your bottom line. Work with your analytics team, or partner with a digital marketing agency like BIGEYE to track the fallout throughout your booking funnel so you can reduce friction and boost this critical KPI.

Average order value (AOV)

Understanding how much people spend on average when visiting your site will help you unlock information about your customers’ lifetime value and gross margins. This is an easy metric to calculate by referencing your revenue against the number of orders over a given period of time. Once you know your average order value, you can also determine whether your business would make more revenue with fewer, large sales, or have greater success with many small sales. Armed with this information, you can tailor your marketing experience to your customers’ and business’s needs accordingly.

Website traffic

While knowing how many people hit your site used to be an important KPI for success, total visitors has grown less popular as more nuanced tagging has become available. Instead of focusing on total traffic (although this figure can provide insight into whether you need to boost your search strategy or advertising dollars), we recommend digging one click deeper into your traffic metrics. Understand how long people are spending on your site, how many pages people view per visit, and whether you have more unique or returning visitors. These metrics will help inform your content strategy and highlight areas where your information architecture could use support.

Cart abandonment rate

Unexpected fees, shipping or services costs, buggy credit card processing, and confusing or cumbersome form fields are just a few of the reasons customers abandon a purchase. Track your cart abandonment rate to understand how your commerce systems are performing and preemptively tackle areas that may be pain points to your visitors. Regardless of how high your cart abandonment rate is today, it’s one of the easiest metrics to improve by streamlining the checkout process.  

These four metrics are the anchors for every analytics strategy. So the next time you find yourself pondering, “what is commerce marketing,” or “how can I harness site data for my B2C marketing strategy,” come back to these KPIs. Learn more about how we can help you on this journey by contacting our team for an in-depth analytics consultation with our team.  

The Importance of Voice Commerce for CPG Brands Continues to Spike

Voice commerce may not be the first thing that comes to mind when you think about your CPG brand’s end of year strategy … but it should be. Get ahead of the competition by embracing this trend before it’s too late. In case voice commerce is new to you, here are a few statistics showcasing what voice commerce can do for your brand.

Voice commerce is the fastest growing retail channel

According to OC&C, voice commerce will represent a $40 billion retail channel by 2022. Despite the prevalence of mobile and e-commerce shopping platforms, consumers cite convenience, speed, and the ability to multitask as reasons why they are beginning to prefer shopping by voice.

Although the most common form of voice commerce is creating shopping lists and checking delivery, Amazon Echo’s Alexa users are increasing point of sale conversion metrics exponentially. Amazon’s one-click shopping flow and saved payment options make purchasing by voice frictionless and have helped Echo users become comfortable with voice commerce so the trend can expand.

Smart speaker voice commerce outpaces mobile aI assistants

Amazon Echo, Google Home, and other smart speaker customers are more likely to shop by voice than those using mobile virtual assistants such as Siri and Cortana. NPR’s Smart Audio Report found that nearly 60% of smart speaker owners have already purchased items using their devices. While another study from Capgemini, indicated that 40% — perhaps the remaining market share — of consumers predict they will be more likely to use voice commerce to make purchases rather than engaging with a retailer’s mobile app or website.

 If your brand can only invest in one voice commerce platform, we recommend partnering with a digital marketing agency like ours to create baseline integrations for smart speakers. 

Smart speaker users also represent higher AOV

Due to the socioeconomic demographics of smart speaker owners who tend to be wealthier and more tech-savvy, shoppers using Amazon Echo tend more on CPG products than consumers without speakers.

A consumer report by InfoScout in collaboration with Alpine.ai saw a 29% lift in consumers’ year over year CPG product purchases who had smart speakers, and only a 19% lift in those that did not. While this metric does not show causality, the correlation between speaker owners and higher AOV’s signal digital marketers to begin investing in this trend as a way to access a more desirable customer base. 

Voice commerce is critical for standardized CPG products

Before the end of 2018, 55% of retailers plan to have voice assistance integrations on their roadmap, 60% plan to have mobile voice search, and 58% plan to have desktop voice search, according to a study by Onespace.

Staying in line or ahead of this digital trend is important for CPG brands, especially those that sell standardized products and have few opportunities to differentiate themselves beyond price and placement within the market. While it may not give you an immediate leg up, no CPG brand can afford to fall behind.

Connect with us to learn more about voice commerce and other cutting-edge technology that BIGEYE uses to transform our clients’ brands. When you reach out to our team, we’ll work with you to create a custom digital transformation strategy that puts your products everywhere your clients are shopping.

Tips to Transform Your Graphic Packaging Within Pharmaceuticals

Although science, robust clinical trials, and the FDA get most of the credit for emerging products in the pharmaceutical market, your brand should not underestimate the importance of graphic packaging. These three tips will transform how you think about your brand’s packaging design and highlight why this critical capability is worth investing in.

1.Packaging design is your reputation’s first line of defense

Your packaging is your customers’ first impression of your product. The style of your label, drug information, ingredients, and packaging materials all provide clues into your brand’s quality. Packaging should protect both your products during transportation and distribution, as well as your reputation. Cheap, misleading, or confusing packaging can lead to customer frustration, resistance taking their medication, or liability issues if dosing is unclear.

2.Graphic packaging can increase patient adherence

According to the National Association of Chain Drug Stores, only 25-30% of patients take their medication as indicated. Most often, these patients cite confusion over how they were intended to take a drug. Packaging plays an important role in communicating a drug’s indications, benefits, risks, and interactions with other substances and could have the potential to dramatically improve patient adherence.

Graphic packaging and infographics are a great way to build knowledge about complicated products or drugs. They also improve clarity for the medication being distributed among low-income demographics where literacy is low.

3.Flawless packaging doesn’t need to break your budget

The good news is that high-quality, informative packaging can be achieved on almost any budget by partnering with a specialized graphic packaging agency. When looking for a digital marketing agency like ours to support your pharmaceutical packaging design needs, make sure they understand your specific industry requirements and can design within those guidelines while creating a memorable and functional final product.

While your drug’s packaging may not be the most glamorous part of your product marketing mix, it can make or break your pharmaceutical’s success once it enters the market. Contact our team to learn more about how we have partnered with pharmaceutical companies like yours to build a comprehensive brand strategy that includes naming, packaging, and marketing support.