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
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.
“With more than 82% of Australian respondents claiming they would have a better perception of the brand as a result of a positive online experience, the opportunities for Aussie brands are clear – a positive experience online… dictates whether customers will become ‘repeat visitors’ to a site and ultimately affects a brand’s bottom line,” said VP and GM of Japan and Asia-Pacific, Dustin Dean.
Dustin Dean, LivePerson Vice-President and General Manager for Asia-Pacific comments, “Failure to engage consumers in the right way can translate to lost brand value and potentially drive customers to explore more compelling and engaging websites hosted overseas. ...The opportunities for Aussie brands are clear - a positive experience online not only drives loyalty, it also impacts a brand’s reputation, dictates whether customers will become ‘repeat visitors’ to a site and ultimately affects a brand’s bottom line.”
New consumer engagement figures have revealed that Australian consumers expect real-time help within 78 seconds when online.That’s according to the latest Connecting with Customers report from LivePerson, which looks at trends in online behaviour and consumer expectations. Dustin Dean, Vice-President and General Manager at LivePerson talks about the need to better engage with customers at every touch point.