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LivePerson Enterprise for Telecommunications
Increase conversions, reduce churn, and take advantage of cross-sell and upsell opportunities.
Built on LivePerson's Engagement Marketing platform and methodology, LivePerson Enterprise for Telecommunications enables providers to target the right visitor with the right message at the right time in order to affect a 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 online conversions
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. These live chat or voice engagements enable telecommunications providers to proactively probe visitors for their interests and answer questions in real time, dramatically increasing online conversions.
LivePerson also provides a complete set of tools to manage the customer experience and increase the likelihood of net new online conversions. At any point during the visitor's session, online agents may offer hands-on assistance. Using LivePerson's page-pushing and co-browsing technology, agents guide visitors through pertinent areas of the site that describe new bundles and products of interest.
As a result of these tools, LivePerson customers enjoy significantly higher conversion rates. In fact, in optimal deployments, LivePerson consistently delivers a 20 percent increase in orders and revenue from the Web channel.
Upsell and cross-sell loyal customers
A user-friendly rules engine enables providers to identify and target visitors who represent significant upsell and cross-sell opportunities. For instance, cellular phone customers can be targeted to upgrade their current plan, or add Internet access and free calling for family members. Likewise, by integrating the provider's CRM system and the data gleaned by LivePerson Enterprise, LivePerson can identify customers of one line of business and invite them to interact with a service specialist of another, who can upsell additional services.
Reduce churn with proactive service engagements
LivePerson Enterprise enables telecommunications companies to enhance the self-help tools on their sites, leading to significantly increased customer satisfaction and a lower rate of churn.
Using business rules, providers can proactively target customers who search on common issue areas, such as password change, and invite them to chat or speak with a service representative who can help them resolve their issue immediately.
Reduce service costs while increasing first contact resolution 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
Gain valuable insight into online customer acquisition initiatives with detailed reporting on conversion rates, abandonment points, entry pages, navigation paths, rules effectiveness and campaign performance. Using this intelligence, telecommunications providers can refine marketing initiatives and optimize the processes for subscribing to services.
Foster long-term customer loyalty and satisfaction
LivePerson Enterprise for Telecommunications 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 ensures customer satisfaction and cements loyalty. In fact, telecommunications providers that have implemented LivePerson Enterprise have realized customer satisfaction rates of greater than 80 percent.
- LivePerson Enterprise for Telecommunications Solution Sheet
- Customer Success Story
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"As Canada's largest communications company, we have rigorous standards and testing requirements for our vendors and partners, especially for voice technology. LivePerson's click-to-call solution met our demanding criteria and complements proactive chat effectively for reducing customer churn."
Sherif Dagher
Associate Director of Interactive Marketing
Bell Canada
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