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LivePerson Enterprise for Financial Services
Cement Customer Loyalty, Cross-Sell Customers, Increase Online Sales Industry Snapshot
LivePerson Enterprise for Financial Services offers key features that are essential to delivering the following to enterprise-class financial services companies:
- Provable increase in total sales, accounts opened, loans funded
- Higher volume of qualified leads and opportunities
- High agent productivity as measured by chats and orders per-hour-worked
- High agent productivity as measured by chats and orders per-hour-worked
- High service levels as measured by shorter wait times for visitors and lower abandonment rates
- Proactively deflect high cost phone and email contacts to a lower cost channel
Key Components of the solution include:
Value-Based Methodology. For enterprise-class financial services companies, simply adding chat technology isn’t enough. A chat strategy must encompass people, process and unique business requirements, as well as technology to succeed. Based on industry best practices, LivePerson Enterprise for Financial Services employs innovative ways to anticipate and then meet the needs of those specific visitors who will generate incremental orders and revenue.
This begins with an extensive site audit to determine potential flows that may be currently limiting success. More importantly, to ensure ongoing success, every event that occurs within the sales funnel process must be planned, tested, executed, measured and assessed on a continuous basis in order to achieve desired performance levels.
LivePerson’s value-based methodology includes:
- Scorecards to measure performance trends and incremental value
- Rules analysis to ensure each active rule is driving incremental value
- Domain expertise to make all changes required to optimize performance
- A hands-on account management approach along with an extensive array of programs to optimize your implementation
Technology Platform & Engagement Engine. The LivePerson Enterprise platform’s engagement engine is a key differentiator in that it features:
- A rules engine with engagement options that enable focused targeting of incremental orders
- Active, server-based rules to continuously monitor visitors throughout the session (high potential visitors may not exhibit hot lead behavior patterns initially; knowing if and when to engage them requires continuous monitoring)
- A comprehensive predictive dialer to evaluate agent availability and send invitations only when agents are immediately available
- Cross-channel escalation that allows for seamless transition to another channel when appropriate. For instance, visitors may opt to escalate to a voice call when inquiring about a complex financial product
- Multi-channel business rules to enable proactive chat or voice invitations for the available channel most appropriate for each visitor scenario
- Real-time data mining leveraging self-learning predictive modeling to increase acceptance, conversion and customer satisfaction rates by scoring visitors most likely to benefit from interaction and prioritizing customers based on their score
Domain Expertise. Build vs. buy is a very important consideration prior to selecting a chat solution provider. Building a chat program in-house is an expensive proposition. Unlike many e-commerce fields, there is very little domain expertise in Engagement Marketing. With over 6,000 customers, LivePerson has more experience and domain expertise than any other vendor. LivePerson will shave years off the chat learning curve with best practices and industry benchmarking techniques designed to maximize performance and ramp productivity from the very beginning.
- LivePerson Enterprise for Financial Services Solution Sheet
- Wall Street Journal Article
- Request a Product Demo
“If banks continue to satisfy customers with the online experience while increasing usage, the end result should be a larger number of satisfied and loyal customers. In addition, increasing adoption of the online banking channel will reduce the cost required to service customers. Banks will be able to provide a more satisfying experience by delivering service through a lower cost channel (online vs. offline).”
Larry Freed
President and CEO
Foresee Results
National City uses proactive chat to boost application completion rates and account openings.