A digital first – regardless of age or what generation they identify with – is a state of mind, where the initial impulse is to read, shop, and connect via digital, first. This is an expanding segment of consumers that are tech-savvy and connected at all hours of the day. While they demand control and privacy, they also value personalised treatment from brands. Digital firsts also demand convenience, they want attention, exactly the moment they need help, in their channel of preference. Brands that don’t keep up may lose these consumers forever.
Footwear e-retailer Innkas talks about the results of deploying LivePerson's live chat technology after an expansion of sales volume.
"The technology has paid off. The average order value for a consumer who uses live chat on the site is double that of a consumer who does not use the tool. Moreover, 44% of the consumers who use live chat make a purchase on the site on the same visit after engaging with an employee over live chat."
In mid-October 2012, Lifeline partnered with LivePerson, which Lifeline Australia chief information officer, Hassan, said was chosen based on the high profile clients the company was already servicing at the time, such as Telstra, which gave Lifeline the confidence that LivePerson was the right fit.
"We wanted to make sure the infrastructure we were going to be running on was going to be able to provide a reliable service for everyone."
Footwear retailer Nine West has seen a substantial increase in conversions, as well as an improvement in customer satisfaction since implementing the LiveEngage solution from LivePerson. Click-to-Chat buttons are located on the footer the e-Commerce site, on product pages and in the shopping cart are of the site. Proactive live chat invitations also are delivered to high-impact customers who are ready to buy.
LivePerson CMO, Anurag Wadehra, talks about this trend back to one-to-one communication and what it means for brand marketing. As CMO, Anurag must stay ahead of trends in customer communication and interaction, not only to maintain LivePerson product leadership, but also to continually improve how LivePerson communicates with their own customers and prospects. Read More
While traditional retailers are often derided for their standards of customer service, they have held one advantage over their ecommerce competitors – their ability to put a live person in front of a sales prospect. But the online costume and party supplies company has found a way to negate that advantage through use of online chat software. In doing so, it is accessing a wealth of new data that many of its offline competitors only dream of.
US based LivePerson operates a cloud service that adds chat functionality to websites. It has been in Australia for three years and according to Dustin Dean, VP and general manager ANZ, has established a strong presence among Australia's largest enterprises.
"The five largest banks are customers, as is the largest telco, and the three largest airlines, the two largest retail conglomerates and many of their sub-brands," he told IT Pro.