Extra Space Storage
Extra Space Storage sought to deploy live chat for sales in a deliberate way, using extensive post-deployment testing to refine the program for maximum effectiveness and optimal customer experience. Originally available to only selected website visitors, live chat from LivePerson is now available to everyone on the site, and proactive live chat invitations are targeted at high-value customers. With refining and optimization still in progress, live chat has a 100 percent better conversion rate than when it was first implemented, 40 percent of that total resulting from proactive live chat. Recent quarterly improvements include a 95 percent increase in chats with qualified high-value visitors and a 153 percent increase in total sales.