Rules-Based Targeting | LiveEngage Platform

D.2.2 - A - Utilize captured data in real time

Utilize captured data in real time

The LiveEngage platform enables capture of a wealth of real-time, detailed, custom-tailored data about your visitors and agents that you can use to automatically determine whom to engage and which agent to assign them to.

D.2.2 - B - Target which visitors to engage

Target which visitors to engage

D.2.2 -C - Target which visitors to engage (text)

Your agent assets are finite and expensive, so obviously you want to utilize them where they can do the most good. The objective of Prioritized Rules-Based Targeting is to segment visitors based on their behaviors, identifying those who need the extra push of intelligent engagement – in order to reach a buying decision or have their service request resolved satisfactorily – versus those who will never buy or who will convert on their own.

Rules-based targeting uses the information from real-time monitoring to identify which visitors to engage, and in what order:

Who is likely to buy if engaged by chat, voice or content offers?	Who would purchase or self-service efficiently without intervention?
Who needs assistance from a live person?	What level of service is appropriate for optimal results?

Prioritize to maximize productivity

LiveEngage applies additional business rules to determine how to prioritize visitor engagements:

Interact immediately with your high-potential visitors
Match engagement channel to type and value of visitor, purchase history, and abandonment probability
Tailor responses to maintain visitor satisfaction while minimizing costs

LivePerson rules-based targeting provides an efficient and cost-effective way to allocate resources for maximum results.

Callout M - F.3.A - Case Study (Earthlink)

Case Study

Earthlink streamlines its customer experience via LivePerson’s rules based Targeting

"LivePerson has extensive, practical experience in the development of business rules aligned to targeted behaviors. They know how to leverage this background, share best practices for agent training and build programs for ongoing process improvement.”

— Mike Murphy

Senior Manager, Call Center Innovation at Earthlink

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Callout - M - E.1.A - Segmentation

Segmentation

Utilize the LiveEngage Platform to take either the real time scores or the defined segments of visitors and configure the right engagement application to those visitors.