Hoover's increases conversion rates and average order values with LivePerson's proactive chat

Timpani Sales and Marketing platform shortens sales cycle by 48% and generates 500% ROI

Hoover's, a D&B company, gives its customers a competitive edge with insightful information about industries, companies, and key decision makers. Hoovers.com provides up-to-date information on U.S. and global companies, industries, and the people who lead them, along with powerful tools to search, sort, download and integrate the content.

With more than one million monthly visitors, the company's main obstacle to growing online revenue was not increasing traffic, but converting more visitors to buyers. Hoover's needed an efficient way to seamlessly identify the visitors most likely to become paid subscribers, qualify potential leads and initiate a sales dialogue.

Prior to the chat implementation, visitors interested in a subscription entered their information into a series of online forms and an outsourced call center agent followed up by phone within 15 minutes. The agents pre-qualified the prospects and transferred qualified "hot leads" to skilled in-house sales representatives.

To improve conversion rates, Hoover's wanted a faster way for outsourced agents to contact and pre-qualify leads. The company partnered with LivePerson to test proactive chat.