PlumberSurplus.com drives sales with LivePerson Contact Center

Specialty retailer increases average order value 15% using live chat


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PlumberSurplus.com implemented LivePerson Contact Center to manage customer communication across all channels - chat, email, voice, and knowledgebase in real time.

The comprehensive solution allows the company to offer instant answers to online visitors via chat, reducing response time from one business day to 30 seconds or less.

In April 2007 the company added chat to every page of PlumberSurplus.com and leveraged LivePerson Contact Center to:

  • Interact with website visitors in real time. Real-time visitor monitoring and co-browsing enabled reps to deliver efficient and accurate service to customers at any stage of the buying cycle. Reps fielded over 100 chats per day with very high conversion rates.
  • Increase online sales. Reps leverage the chat channel to promote product cross-sells and upsells, as well as to prevent abandonment when a customer encounters difficulties checking out. Customers can bypass the standard shopping cart process by giving reps their order details and credit card information during chat interactions.

    In response to the increased number of purchases completed via chat, PlumberSurplus.com tested out LivePerson's HACKER SAFE branding options. Displaying the certification mark on dialogue windows helped triple the number of customers completing transactions using live chat.
  • Improve responsiveness to email inquiries. To better manage its large volume of incoming emails, PlumberSurplus.com fully replaced Outlook with the email management system offered in LivePerson Contact Center. Ticketing, skills-based routing, concurrent logins, canned responses, and seamless escalation between channels allowed reps to respond to customers more quickly and efficiently.

 

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"Live chat supplies a better online experience than a phone call. The HACKER SAFE logo lends additional credibility.resulting in triple the number of customers who provide credit card numbers via chat to complete their purchases."


Joshua Mauldin
Customer Service Manager
PlumberSurplus.com