C.1.1 - B - Make the most of your online presence

C.1.1 - B - Make the most of your online presence

Live chat is consistently a favorite engagement type among both customers and businesses, alike.  Customers like being able to quickly reach an agent without having to leave the website, let alone having to pick up a phone and navigate a time-consuming IVR.  For businesses, the benefits intelligent, live chat through LiveEngage are many, including:

  • 20% increases in conversions
  • 35% increases average order values
  • 80% reductions in handling costs
  • 80% to 90%+ customer satisfaction scores
  • Increased first contact resolution rates
  • Improved agent productivity
  • Deeper customer relationships that drive increased lifetime value

C.1.1_H_Key Capabilities

C.1.1_H_Key Capabilities

  • Through its extensive intelligence capabilities that examine customer behaviour, customer data, and even web analytics and SEM data , LiveEngage will proactively deliver the right chat invitation to the right customer at the right time—e.g. when a customer show signs of abandonment an order, or if his/her shopping cart reaches a certain value.
  • Chat buttons can be displayed whenever agents are available, allowing customers to initiate chat engagements whenever and wherever they need help—from their desks, smartphones, or tablets.
  • Push web pages and offers that open on the customer’s desktop.
  • Provide your agents with valuable, detailed information about the customer—including customer records, geographic location, what search engine or marketing campaign they came from, etc.
  • Complete CRM integration
  • Automatic call distribution
  • Provide hands-on assistance with text-highlighting and co-browsing capabilities

C.1.55_LE_Datasheet

C.1.55_LE_Datasheet

  • Seamlessly transfer chats to other agents such as second-level support
  • Extensive agent tools
  • Design your own chat buttons and invitations. Customized creatives are a snap with the Engagement Studio.
  • Extended capabilities through LivePerson’s extensive and rapidly-growing partner and developer community

Plus

  • Personalized deployment services
  • Dedicated success manager
  • 24/7 online support
  • Best-in-class data security

B.5 - D - Virgin Atlantic Success Story

B.5 - D - Virgin Atlantic Success Story

“This year we had our first ever Live Chat Millionaire, a chat agent who was the first to personally achieve £1 million in sales via chat on our website, which was achieved in record time, 20% less time than a typical telephone agent.”

John Giddings 

General Manager, Virgin Atlantic Contact Centres, UK and US

 

Download the PDF

B.5 - E - HP Success Story

B.5 - E - HP Success Story

“We knew that the ultimate evolution would be to have chat as not just the primary channel but as the most significant channel.”

Kirsty Traill 

Chief Customer Advocate, Snapfish by HP

 

Download the PDF

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