Chat

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

 

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CallOut C.1.4 - F - Explore Engagement Types

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Intuit - Callout M

Intuit - Callout M

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