Jessie Fleming and Nichelle Prince each had second-half goals and Canada advanced to the knockout round at the Women's World Cup with a 2-0 victory over New Zealand on Saturday in Grenoble, France.
Fleming took a well-placed pass from Prince and scored in the 48th minute to break up a scoreless match.
Fleming, who made her debut with the senior national team at 15, currently plays for UCLA.
Prince got her goal in the 79th minute, a rebound of Christine Sinclair's header that hit the post.
Led by Tom Sermanni, former coach of Sweden and the United States, New Zealand was hurt in the first half when defender CJ Bott was injured and had to be subbed out.
NETHERLANDS 3, CAMEROON 1: Vivianne Miedema scored a goal in each half, and the Netherlands advanced to the second round for the second straight World Cup with a win over Cameroon in Valenciennes, France.
Miedema put the Dutch in the lead in the 41st minute of the Group E match at Stade du Hainaut and then finished it off in the 85th.
Dominique Bloodworth also scored for the Netherlands in the 48th minute, while Gabrielle Onguéné got Cameroon's goal in the 43rd.
Cameroon is in last place in the group, with no points and a minus-3 goal difference, and it is all but eliminated.Read more on NewsOK.com
- Published in Newsok
GRENOBLE, France (AP) — Jessie Fleming and Nichelle Prince each had second-half goals and Canada advanced to the knockout round at the Women's World Cup with a 2-0 victory over New Zealand on Saturday night.
Fleming took a well-placed pass from Prince and scored in the 48th minute to break up a scoreless match.Read more on NewsOK.com
- Published in Newsok
New Zealand police file terrorism charge against man accused of killing 51 people at two Christchurch mosques
WELLINGTON, New Zealand (AP) — New Zealand police file terrorism charge against man accused of killing 51 people at two Christchurch mosques.
Read more on NewsOK.com
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Three years ago, WordStream started an online chat feature for prospective advertisers and agencies using our free tools on our website. I was new to the SaaS industry, and I was going to be working on a new initiative that our former CEO Ralph Folz was very excited about. All of a sudden, 23-year-old Justin had a great opportunity to prove himself.
Live chat ended up becoming an instrumental tool that helped us scale our sales processes, and it’s not surprising why. (No, not only because 23-year-old Justin rose to the challenge.)
Using live chat helps you reach your prospects and your customers when and where they need you. When you have someone on your website that has questions, you can blow their mind by providing great service over live chat. Some people don’t want to email or call you or even submit their contact info over a form. Live chat may be a quicker, easier option and can be the best way to build their trust.
Whether you are using live chat to generate more demos and more top-of-funnel leads, to improve customer experience, or to drive more ecommerce sales, there are some standard rules for using live chat effectively. Here are my top eight rules. Follow these, and live chat can help you create a WOW experience for your customers and turn their inquiries into revenue for your business.
Rule #1: Make it obvious you are human
When the little chat bubble pops up on a website, your customers think this is what your selfie looks like:
At WordStream, we have used a variety of live chat platforms, including SnapEngage, Intercom, and Drift. These platforms all allow you to have an automated message pop up when visitors enter your site. This first message they see is automated. But if they respond, then you have a chance to talk to them live.
If this is new information for you, you are not alone.
A lot of people don’t realize they are talking to an actual person on live chat—ever. So try to use some slang or mention something funny to make it obvious you are a real human being. Many chat platforms allow you to upload a picture, too, so make sure you add a professional photo and show off your beautiful, human face!
Chatbots can be effective—and more on this later—but people are more likely to open up to you once they know you are a real person. This is a quick win for humanity (and your business).
Rule #2: Get the right people involved
Live chat is perfect for answering quick questions, sending someone helpful resources, and connecting prospects and customers with the right person to help them. We quickly realized that a lot of people asking questions on our website were current WordStream clients reaching out for assistance. I worked with the Customer Success team to come up with a fast process to connect clients with their account manager or support staff when they reached out to us on chat. That’s an easy fix there.
Getting prospective clients connected with the right person on our sales team was a bit more challenging. I realized that, in most cases, these people to get in touch with an actual expert. I learned a lot about PPC management in my first few months at WordStream, but I was NOT the best person to explain how to increase ROAS or how to restructure a Google Ads account at that time. We had Google Ads certified experts with years of experience, so I needed to direct people on chat looking for expertise to them.
Most people are reasonable when you explain to them that they are better off jumping on a quick call with a more qualified expert, and they will ultimately have a much better experience talking to someone who has the answers to all their questions. Work on identifying when it’s time to hand off the conversation to someone else and who they should talk to, and then make sure you have those systems in place.
Rule #3: Don’t miss any messages
Responsiveness is always important, but it’s make-or-break when it comes to live chat.
Imagine if you were so happy to see an option to ask a question over live chat, and then 10 minutes later you have no response! You may never talk to that company again, so make sure you are always ready to help.
Now, you’re probably not on there 24/7, and that’s okay. Make sure you have an automated message response for off hours, and always have someone on live chat during business hours.
We used to have two people in sales operations when we introduced live chat, so we would coordinate breaks at different times to make sure we had constant coverage on chat. You can pause the chat feature if no one is available, but who knows what opportunities you are missing when you are paused.
And when you are online and available, respond promptly. The average response time is 2 minutes and 40 seconds. If you want to create that WOW experience, you need to reply to messages in 30-60 seconds.
Rule #4: Understand common questions
When I was covering chat, I kept getting questions about negative keywords, long-tail keywords, and Quality Score over chat, so I started to listen to my colleagues’ calls and attend training sessions to expand my knowledge. When you start to understand trends in what people need help with, you can start to find ways to provide support faster and more thoroughly.
In addition to learning how to answer questions better, I also worked to make sure I could answer repeat questions more easily. Some platforms, including SnapEngage, allow you to program certain responses, which can be helpful when you are sending the same links over and over again. I used to send the link to our PPC University to people who were not currently advertising on Google Ads and Facebook Ads, but had been doing research to learn more about it. I also saved links to the free trial of our software and other free tools, so that I could send useful information to someone on chat more efficiently.
When you have a new employee, chat can be a great way to get them ramped up. If they are sitting next to some senior team members, they can get hands-on experience and ask people around them when they need help. Win-win.
Rule #5: Test your auto messages
Like I mentioned earlier, the first message you send someone in the chat window is automated. Some chat options, like Intercom, allow you to test different auto messages. That way, you can compare the results and see which one gets the best response. I tested a few different ones before I figured out the one below was working the best:
These days I’m on our Pacific Region sales team, so I found I get more demos booked when I mentioned the fact that I work during Australian business hours. Intercom also integrates with Calendly, so people can book time on my calendar using the Schedule Here button. Plus, my clients are in Australia, New Zealand, and Asia, so I’m more likely to earn their trust when they learn that I’m dedicated to working in their region.
I tend to find that shorter auto messages work best, but you should really test a wide range of messages to figure out what’s best for your customers.
Rule #6: Get the app
If you want to keep the ball rolling and respond to chat outside of your work day, you should make sure you have your chat app on your phone. I’ve had luck setting up meetings, answering people’s questions, and helping prospects with action items while I’m riding the train, playing videogames, and out to eat. It sounds crazy, but sometimes you have to put down the Xbox controller on the weekends when your prospects need help .
All the platforms we have used have a mobile app, and I’m sure most other software options do, as well.
Another great win here is to look at integrations that suit your workflow—or fit into apps that you’re already using. Refuel Creative, an Australian HubSpot & Drift partner, gets great results from Slack integrations. Refuel Managing Director Ryan Jones explains, “We always set up HubSpot Conversations and Drift to integrate with Slack because it allows our team to respond to messages faster. You can respond to Drift chat without even leaving Slack, and the Drift integration even shows us the contextual information about the person we’re chatting to!”
Rule #7: Let the bots help
As much as you might like to, you can’t be around 24/7 to respond to live chats. Even if the app is on my phone, there are times I can’t answer—or times I just shouldn’t, because breaks from work are important. Since I’m working Australian business hours, most messages that I miss can get routed to a colleague during WordStream’s EST business hours. But what if you don’t have a colleague who can take the message?
Rule #3 says I can’t miss a message, so I need to make sure I have a strategy to handle this.
You can create bots using most live chat tools now. You can set up your bots to manage conversation routing, meeting booking, linking to your company’s knowledge base, and more.
No one likes dealing with simple robots, though—the experience is too often frustrating. So you need to contextualize your conversation.
Do you think your visitors are going to respond better to: “Hi, how can I help?”
Or something like this: “Do you want to know how WordStream can help you increase CTR by 20%?”
You can set up different messages based on the page of the website, because that will let you know what the visitor is interested in. Like with live chat, your goal with using chatbots is still to assist and engage your visitors.
As Ryan from Refuel explains, “We use bots to ask qualifying questions of our and our clients’ prospects. Our bot picks up the conversation, nurtures the lead, and then works to book them into a call when our team is available. This means if you message us through the website, even if we’re sleeping, the bot is either helping or booking you into a call to speak to a human.”
Rule #8: Study your past conversations
One of the things I really like about SnapEngage is that people can rate YOU after your conversation with them, and they can leave comments about their experience with you. This is a great data point to evaluate, and you should look back at recent conversations to see what’s working and what’s not working.
Sometimes you may notice that people disappear suddenly and stop responding to your messages. Maybe there’s something you are saying that turns people away, so try to figure out if there are common trends amongst conversations that go nowhere.
And don’t forget to take a look at the conversations that went well.
When I was in sales operations, I would review the chat logs from prospects that ended up buying WordStream. I looked for patterns that could be replicated or language that seemed clear and effective. By reviewing your successful chat logs, you should be able to figure out what “lyrics” you can use in chat to provide that WOW experience you are hoping to give everyone reaching out to your company for help.
At the same time, some user feedback should be disregarded … which brings me to my BONUS RULE in this guide to using live chat.
BONUS RULE: Don’t worry about trolls
If only there was a magic spray that will remove trolls from the internet.
Alas. I guarantee if you have 100 people reach out to you over live chat, at least one or two will be someone bored, cranky, or just pulling your leg.
Don’t sweat it if you are having a great conversation with a “super qualified” client that suddenly goes dark on you. Maybe it really was the CEO of a company that you really want to work with, but it also could be a 13-year-old hacker who is having a good laugh at your expense. Just keep your head up, stay logged in, and focus on creating a great experience for the next person to chat with you!
- Published in Business 2 Community
Chicago is no stranger to being green and focusing on sustainability. As far back as 1909, city planner Daniel Hudson Burnham created a plan focusing on urban growth and greenbelt around the metro area. Now there is more than 5.5M square feet of green or living roof coverage, with a 5-to-1 ratio for electively green vs city required green roofing. Housed within many of these green buildings are also Chicago startups that specifically focus on green activities and technology. From turning carbon waste into opportunities to advancing mobile batteries lifespan, the green startup community in Chicago is continuously growing.
This celebration of the Chicago ecosystem is brought to you by @properties, the leading Chicago real estate brokerage serving both the city of Chicago and North Shore through dynamic marketing and innovation. Follow the full content series here!
Chicago’s SiNode Systems
We all love our smartphones, but let’s face it, a lot of the time batteries can’t even survive a full day of regular use on a single charge. On top of that, many batteries take hours to charge and their lifespan don’t survive your two-year contract. SiNode Systems is changing all of this with their batteries which are said to have a longer life and charge more quickly.
According to their site, they “utilizes a composite of silicon and graphene in a layered structure, which was developed, optimized, and patented by our team working in collaboration with researchers at Northwestern University and Argonne National Laboratory.”
Founded in 2012, SiNode Systems has raised $1M across two rounds. They are based out of Northwestern University.
Headquartered in the suburbs of Chicago, LanzaTech is helping turn waste from carbon into a green business.
“At the heart of the LanzaTech process is our patented, wholly-owned microbes that convert carbon rich wastes and residues produced by industries such as steel manufacturing, oil refining and chemical production, as well as gases generated by gasification of forestry and agricultural residues, municipal waste into valuable fuel and chemical products through a process of gas fermentation.”
Founded in 2005, LanzaTech has raised $186.3M across four rounds. They were originally founded in New Zealand, but later expanded and moved their headquarters to Chicago.
Green Per Square Foot
As businesses grow, so does their need for more office space. Green Per Square Foot (PSF) is helping by creating a simple platform that let’s any company interested in going green find cost savings, contractors, and materials to make it all happen.
“We help customers go beyond energy audits and data analysis to actually get projects done. From global REITs to Fortune 500 companies to local businesses, we help companies save between 15-30% on energy efficiency retrofits, renewable energy installations, energy purchasing, waste hauling contracts at properties of all types and sizes throughout North America. We’ve also certified dozens of buildings for LEED, Energy Star, and IREM Certification.”
Founded in 2010, Green PSF has completed 15M square feet of green building projects.
Want something great such as a park to be built in your neighborhood? FounderHut is a Kickstarter twist with a community focused crowdfunding focus, and was developed in Chicago. Founded by Dan Salganik and Eugene Salganik, the pair allows people within your community to create educational programs, green events, and supports those looking to volunteer around the world.
“FunderHut is a community-oriented crowdfunding platform that helps communities, small businesses, nonprofits, and individuals fundraise online. Through the support of others, ambitious project creators are able to turn their goals into reality.”
FunderHut was founded in 2010 in Chicago.
Similar in goal to Green PSF, another Chicago startup is helping small businesses replace their lights with energy efficient LEDs. Best of all, they have a subscription service that spans three years, so if any light goes out during that time, it gets replaced for free (covered by the subscription fee).
“This subscription model was found after I interviewed hundreds of restaurant owners about their lighting needs. We found why businesses have yet to upgrade to LED lighting, and have addressed all of those concerns around high costs, dimming of the lights, quality of the lights, and bulbs burning out early,” stated Verde Founder Jamie Johnson.
Verde is based out of 1871, a digital startup incubator in Chicago. They began as an energy efficiency startup by building the Verde API, an iPad app, and the Stopwatch meter.
- Published in News
PERTH, Australia — While her older sister Venus was winning the WTA event in Auckland, New Zealand, Serena Williams was losing two of four singles matches at the Hopman Cup…
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