LivePerson Enterprise for High Tech

Increase online lead generation and strengthen your value proposition

LivePerson Enterprise for High Tech was built on LivePerson's Engagement Marketing platform and methodology, enabling companies to target the right visitor with the right message at the right time in order to affect the desired outcome.

This comprehensive third-generation engagement solution blends a proven value-based methodology with an active rules-based engagement engine and deep domain expertise to advance online sales and service initiatives and deliver incremental contribution to the bottom line.

Increase rate at which visitors convert to qualified leads.
Using real-time analytics tools, LivePerson Enterprise identifies high potential prospects while they're still on site, and adjusts the visitors' experience in real-time to pique further interest and even disclose their requirements. The solution monitors specific events that indicate visitor potential, e.g., visiting a web page for multiple licenses or searching on an enterprise-class product suite, and applies business rules to trigger proactive invitations to these pre-qualified leads.

LivePerson also provides a complete set of tools to manage the customer experience and increase the likelihood of net new qualified lead conversions. For instance, at any point during the visitor's session, online agents may offer hands-on assistance using live chat, the most non-intrusive communications channel available today. Agents can probe visitors as to their needs, and answer specific product questions early on in their research phase. Using LivePerson's page-pushing and co-browsing technology, agents can also guide visitors through the pertinent areas of the site, and help them utilize complex configurators. As a result, both the visitor and the provider are able to determine if the products offered are a right fit for the visitor.

The intelligent deployment of business rules can deliver three times the qualified leads per hour when compared to outbound telemarketing, and at a average cost that is one-third of other channels.

Quickly connect online visitors with the right sales people.
The LivePerson platform enables providers to capture leads more efficiently and direct them to the appropriate sales channel to respond to the visitors' needs. Agents can query visitors who have sophisticated requirements, such as a custom deployment with hosting services, and channel them to the appropriate resource within the organization. This accelerates the sales process, and instills a higher degree of confidence in the provider.

Reduce service costs and increase agent productivity. Shifting service requests from telephone to highly cost-effective online channels increases the number of agent interactions per labor hour by more than 20 percent, significantly reducing the average cost per interaction. Savings stem from concurrency: chat agents can handle three to four concurrent chats using LivePerson, versus one per phone call, greatly boosting their efficiency rates. Further, the individualized attention of chat enables first contact resolution, unlike email, which delivers only a 40 percent first contact resolution rate, with the majority of issues requiring up to three separate correspondences.

Website optimization with real-time monitoring and reporting.
Glean valuable insight into online lead generation and customer acquisition initiatives with real-time reporting on conversion rates, abandonment points, entry pages, navigation paths, rules effectiveness and campaign performance. Using these tools, high-tech providers can monitor visitor behavior in real time, and optimize the processes for capturing leads and converting them.

Foster long-term customer loyalty and satisfaction.
LivePerson Enterprise for High Tech promotes customer-centricity, a critical driver of acquisition, satisfaction and retention in today's competitive environment. LivePerson's ability to deliver online personalized assistance to the right visitor at the right time builds trust, ensures customer satisfaction and cements loyalty. In fact, high-tech providers that have implemented LivePerson Enterprise have realized customer satisfaction rates of greater than 85 percent.

 

Spotlight

“Proactive click to chat has over a 40 percent lead conversion, which is argumentatively much higher than most standard marketing programs. An average outbound program typically generates between 3 percent and 10 percent lead conversion. And it’s a better customer experience as well, more importantly.”

Alex Landucci
Manager of Integrated Marketing Communications
Global Demand Generation
Cisco

Webinar

Go behind the scenes with Forrester Research on customer service trends and get the inside scoop on EarthLink's proactive service strategy.

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