site visits observed
live chat engagements
Unleash the power of the true third-generation engagement solution for companies with high volume websites and dedicated contact centers. With enhanced intelligence and unlimited customization, LivePerson Enterprise enables high-traffic websites to drive more efficient use of agent resources and deliver:
LivePerson Enterprise continuously monitors the activities of every visitor on your website using active, server-based rules to identify, target, and engage high-potential visitors who exhibit hot-lead or abandonment behavior patterns. Visitors are scored using real-time data mining that leverages self-learning predictive modeling. Chat or voice invitations are automatically prioritized and routed based on visitor score.
Place chat or call buttons on sections of your website where emails and costly inbound calls to the contact center are targeted for deflection, giving the customer a choice of engaging immediately with a live agent rather than waiting for an email response or being placed in a phone queue. The buttons are visible only when agents are available, ensuring that help is offered solely when it can be delivered quickly and efficiently.
Proactive chat
Reach out with proactive, tailored invitations to chat based on intelligent business rules. Target visitors whose behavior indicates they will make a purchase if engaged by an agent or good customers who are struggling to resolve a critical operational issue.
Proactive voice
Target high-value visitors or top customers with click-to-talk invitations at critical times when speaking with an agent can help clinch a large sale or prevent a defection.
LivePerson Enterprise also lets you transfer chats and calls between lines of business, departments, or companies to ensure the utmost effectiveness of the interaction.
Maximize visitor satisfaction and agent productivity
Agents can handle multiple chats simultaneously, increasing issues handled per labor hour. Automated tools for getting visitors and customers the answers they need – such as desktop sharing, canned answers and push-page technology – improve agent efficiency and increase productivity. And click to call offers an attractive alternative for transactions that can’t be handled by chat and for visitors who prefer interacting in the voice channel.
Chat and click to call also dramatically increase the percentage of inquiries resolved on first contact – reducing overall volume of interactions with your agents while providing the best visitor experience and cementing customer satisfaction and retention.
Enhance control with comprehensive reporting
Gain valuable insight into online sales, marketing and customer care initiatives with informative real-time reports on conversion rates, entry and abandonment points, navigation paths, invitation acceptance rates, and rules effectiveness. Track channel performance, measure key performance indicators, and enable executives to make adjustments on the fly – for better sales performance and customer satisfaction.
