LivePerson Enterprise for Telecommunications

Increase conversions, reduce churn, and take advantage of cross-sell and upsell opportunities.


LivePerson in Action

LivePerson Enterprise for Telecommunications offers key features that are essential to delivering the following benefits to enterprise-class providers:

  • Provable increase in total conversions and service upgrades
  • Higher volume of qualified leads
  • 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
  • Deflection of high cost phone and email contacts to a lower cost channel

Key components of the solution include:

Value-based methodology. For enterprise-class telecommunications providers, 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 Telecommunications 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. Additionally, 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 determine all changes required to optimize performance
  • Hands-on account management along with an extensive array of programs to optimize implementation

Technology platform and 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 service bundle
  • 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. 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.

 

Spotlight

"As Canada's largest communications company, we have rigorous standards and testing requirements for our vendors and partners, especially for voice technology. LivePerson's click-to-call solution met our demanding criteria and complements proactive chat effectively for reducing customer churn."

Sherif Dagher
Associate Director of Interactive Marketing
Bell Canada

Webinar

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