LivePerson creates meaningful, real time customer connections that help businesses increase conversions and improve consumer experience.
As consumers we know that when we’re making an online purchase, we want the experience to be intuitive, easy, and quick. We want to be able to research and buy seamlessly… but there are a few critical circumstances where access to a support agent is necessary, and we want that support to be relevant, and in real-time.
While great self-service tools on your website may work most of the time, there are certain moments when your customers need digital support from a live person. According to LivePerson research, an overwhelming “88% say having live chat makes the digital experience better.”
Yet, many businesses still don’t have the live, human resources to deliver personalized chat to every customer. This is where the ability to intelligently (and proactively) prioritize certain customers in certain scenarios helps businesses align resources. We call it the high-impact scenarios. In the words of my colleague, Alon Waks, high impact customers have the “highest intent to purchase, are the most valuable and provide the most impact to your bottom line.”
When the latest season of Game of Thrones invaded television earlier this month, I was just emerging from my own trenches after launching a video interview with our CEO, Robert LoCascio, on the potential of human touch in driving digital engagement: The Human Touch – Gateway to Customer Loyalty. I could not have been in a more distant world.
Yet, I truly love Game of Thrones. For the unenlightened, it is about the struggle for power among noble families, juxtaposed against a fantastical backdrop that vaguely resembles medieval Europe—give or take a few dragons and zombie-like beings called White Walkers. Characters are complex, where almost none are truly good or evil, and dialogues are replete with wisdom.
While the number of takeaways from the epic fantasy is almost incalculable, I’ve narrowed it down to 3 that apply to driving customer engagement in our dynamic digital marketplace. SPOILER ALERT: continue at your own peril if you are not up-to-date with the series.