LivePerson Enterprise for Retail

Increase conversion rates and average order values. Maximize customer satisfaction. Optimize your chat channel.

LivePerson Enterprise for Retail was built on LivePerson’s Engagement Marketing platform, an online strategy that enables retailers to target the right visitor with the right message in order to affect the desired outcome.

This comprehensive solution blends a proven value-based methodology with an active rules-based engagement engine and deep domain expertise to advance online sales and service initiatives.

Increase conversion rates. Replicate the in-store experience by reaching out to visitors who demonstrate purchase intent or abandonment behavior and guiding them through the checkout process. The LivePerson Enterprise rules-based engagement engine analyzes traffic patterns in real-time, identifying and engaging visitors who are most likely to benefit from live assistance to dramatically increase conversion rates and prevent shopping cart abandonment.

LivePerson retail customers experience average chat-enabled conversion rates of greater than 15 percent.

Increase average order values. LivePerson Enterprise monitors specific events that indicate a visitor’s propensity to place or upgrade an order if engaged by an agent and applies business rules to trigger proactive invitations to these pre-qualified leads.

As a result, LivePerson retail customers have consistently increased average order values by 35 percent.

Reduce service costs and increase agent productivity. Shifting service requests from telephone to highly cost-effective online channels increases the number of agent interactions per labor hour by more than 20 percent, significantly reducing the average cost per interaction. Savings stem from concurrency: chat agents can handle three to four concurrent chats using LivePerson, versus one per phone call, greatly boosting their efficiency rates.

A comprehensive predictive dialer maximizes agent utilization and eliminates long wait times.  The dialer simultaneously assesses agent availability and the number of hot lead visitors, then synchronizes invitation delivery accordingly.

Gain insight with real-time monitoring and reporting. Glean valuable insight into online sales initiatives with real-time reporting on conversion rates, abandonment points, entry pages, navigation paths, rules effectiveness and campaign performance. Using these tools, retailers can monitor visitor behavior in real time, and optimize traffic to checkout and checkout to order paths.

Foster long-term customer loyalty and satisfaction. LivePerson Enterprise for Retail promotes customer-centricity, a critical driver of acquisition, satisfaction and retention in today’s commoditized retail environment. The solution’s sophisticated productivity and analytics tools ensure that customers are routed to appropriate skill-groups, speeding time to resolution. In fact, LivePerson retail customers realize customer satisfaction rates of greater than 85 percent.

 

Spotlight

“By using LivePerson's tools, we can conveniently create better solutions and experiences for our customers, and ultimately outfit them with the right gear. We are better utilizing the talents we have in a whole new way, and our customers clearly love it.”

Sam Bruni
Director of Customer Experience
Backcountry

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