LivePerson Enterprise for Sales is a third-generation engagement solution developed to maximize online sales and revenue opportunities by proactively targeting the right visitor with the right message at the right time in order to affect a desired outcome.
This comprehensive multi-channel solution blends a proven value-based methodology with an active rules-based engagement engine and deep domain expertise to advance online sales initiatives, improve customer satisfaction, and deliver incremental contribution to the bottom line.
Increase conversion rates. Visitors who receive personalized assistance via live chat convert at higher rates and place higher value orders. Leverage LivePerson's business rules engine to implement an event-driven approach to online sales. Using behavioral targeting and analytics to prioritize audience segments most likely to respond, LivePerson Enterprise for Sales introduces helpful resources and relevant offers that motivate online visitors to take action. As a result, LivePerson customers enjoy a 20 percent increase in online orders and revenue, while maximizing customer delight.
Reduce abandonment. Reach out to customers who stall or experience difficulties during an online transaction, and remove the obstacles that cause abandonment. Deploy LivePerson Enterprise to provide the clarification, information and reassurance that customers need to successfully complete the checkout, order or application process. Forrester Consulting recently found with one LivePerson financial services customer chat-assisted application completion rates 138% higher than self-service.
Increase average order size. Take visitor behavior (purchase history, site navigation and other criteria that you determine) into account when introducing cross-sell and upsell offers to increase average order size. LivePerson's personalization technology and skills-based routing features enable organizations to maximize cross-sell opportunities and increase average order value (AOV) by approximately 35 percent.
Maximize ROI. Track channel performance and measure key performance indicators (KPIs) to identify opportunities for improvement. Detailed reports on conversion rates, abandonment points, rules effectiveness, and campaign performance allows e-commerce executives to analyze the solution's effectiveness and make changes on-the-fly, rendering better results and higher conversion rates. Forrester Research recently reported that LivePerson customers achieve a 305% ROI from proactive sales chat with a payback period of 6 months.
"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
