Hoover's increases conversion rates and average order values with LivePerson proactive chat

LivePerson Enterprise platform shortens sales cycle by 48% and generates 500% ROI


Engage "hot leads"
immediately

Hoover's conducted a three-month pilot with LivePerson Enterprise to determine whether instantaneous online chats could deliver better results than phone calls.

The intelligent, rules-based platform enabled the company to identify potential subscribers based on their browsing behavior and offer an immediate, text-based chat with a live representative.

To develop and test this new sales channel, Hoover’s adopted LivePerson’s domain expertise, methodologies and engagement platform to:

  • Identify purchase intent and abandonment indicators. Leveraging the platform's business rules, specific visitor actions triggered proactive chat invitations. The rules engine offered the chat channel only to visitors who did not successfully complete the registration process on their own.
  • Engage visitors at the right time, in the right place. LivePerson's automated application tracked browsing behavior on the pages where visitors were most likely to consider purchasing a subscription. Visitors who triggered business rules were invited to chat live with a business consultant.
  • Seamlessly transfer qualified leads. Outsourced agents pre-qualified visitors through chat conversations and passed qualified leads to Hoover's sales representatives. Complete chat transcripts were included in the lead hand-off, allowing the Hoover's in-house team to continue the conversation seamlessly within the visitor's current chat window.
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"With the LivePerson solution, we are able to provide multiple options to our customer base and qualify each lead. This implementation has been a success for our customers and Hoover’s alike."

Marybeth Gavin
Senior Marketing Manager
Hoover’s