With complementary components configured to satisfy each organization's unique business requirements, LivePerson Enterprise for Sales delivers a comprehensive solution to proactively engage online visitors and impact desired outcomes.
Key Features
Engagement Marketing Methodology: LivePerson Enterprise monitors specific events such as click-through paths, time on a page, previous visits and current account subscriptions – clues that indicate a visitor’s propensity to purchase – and applies business rules to trigger proactive invitations to these pre-qualified leads.
Proactive Chat: Increase online conversions by reaching out to visitors whose online behavior indicate they will make a purchase if engaged by an agent. For instance, proactively invite visitors to chat who spend more than 30 seconds on a product comparison page.
Proactive Voice: Invite visitors who browse pages with complex or high value products to speak directly with a sales expert, or as an escalation path as part of a lead screening process. For instance, live chat agents can pre-qualify visitors based on potential, and escalate truly qualified leads to sales representatives who speak to the visitor on the phone.
Active Analytics: Score visitors most likely to benefit from a live interaction using real-time data mining that leverages self-learning predictive modeling. Invitations are automatically prioritized based on visitor score; the more hot-lead conditions visitor meet, the more likely they are to receive an invitation.
Rules-based Engagement Engine: Continuously monitor visitors throughout their Web sessions using active, server-based rules to identify and engage high potential visitors who exhibit hot-lead or abandonment behavior patterns. For example, invite visitors who remove high value items from their shopping carts to chat or speak with a product specialist
Predictive Dialer: Automatically evaluate agent availability and send invitations only when agents have capacity to interact with visitors. By coordinating invitations with agent availability, contact centers can lower wait times and improve productivity by maintaining high agent utilization.
Comprehensive Reporting: Gain valuable insight into online sales and marketing initiatives with informative real-time reports on conversion rates, entry and abandonment points, navigation paths, invitation acceptance rates and rules effectiveness.
Deep Domain Expertise: With over 6,000 customers, LivePerson has more experience and domain expertise than any other vendor. LivePerson will shave years off the chat learning curve with best practices and industry benchmarking techniques designed to maximize performance and ramp productivity from the very beginning.
"If you use online chat correctly, it can transform most call centers from a cost center to a profit center," notes Sam Bruni, Backcountry.com director of customer experience.
87 percent of [Backcountry] customers who chat with gear heads say they are satisfied with the experience; what's more, 85 percent of the same customer group reports that the chat helped them decide to make a purchase. Plus, the average purchase among the same group is near twice as much than the average purchase made by customers who did not engage in any form of online chat."
Excerpt from
"An Epic (Customer) Experience with Live Chat"
1to1 Magazine,
May 2008
