The most advanced, most reliable live chat in the industry
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
For both sales and service applications, meaningful connections are created by personalized, human interactions, and are delivered at a fraction of the cost phone or email contact. And even since the time LivePerson introduced live chat in 1995 and launched an industry, the demand for chat remains stronger than ever! Over just the past three years, chat usage has increased by 24% for customer service. (Forrester, January 2013)
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
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
Personalized deployment services
Dedicated success manager
24/7 online support
Best-in-class data security
LiveEngage is the most effective solution for online, real-time digital engagements.
Since deploying LivePerson in 2007, which eventually covered 12 different lines of business, Intuit has witnessed a 25% increase in conversion rates and 20% improvement in customer satisfaction scores.