LivePerson Review: Live Your Online Sale|Live Chat Software & Solution Review 2009 Part 1

My first job as an online sale agent makes me familiar with LivePerson. I still remembered that I serve 10 clients at a time by using its script function to provide info for the client`s request. It I feel very powerful 2 years ago, it should be more crazing today!

After 2 year developing, they already developed products segmented by the client’s segmentation. However, I think some features share the same concept and function which can help you get better performance. Our reviews will focus on these features.

Dynamic Chat:
Each client visit your website, you can see its profile at the merchant`s end. Live person can also told you which page the client is visiting so that you can invite them knowing what they want. Based on the cookie technology, live person can identify new/old user. For old user, you can also see their previous enquiry info with details such as the previous servicing agent, full chat list.  Improving your efficiency, live person also gives you script function, which you can preset lots of script for the questions that client always ask. It is really great that you can also email the client related document immediately via LivePerson platform. The client will feel real time and much better than phone support/enquiry, which do not leaving you any remind!
Engagement Marketing Methodology: LivePerson Enterprise monitors specific events such as click-through paths,

time on a page, previous visits and current account subscriptions – clues that indicate a visitor’s propensity to purchase – and applies business rules to trigger proactive invitations to these pre-qualified leads.

Better connection:

Score visitors most likely to benefit from a live interaction using real-time data mining that leverages self-learning predictive modeling. Invitations are automatically prioritized based on visitor score; the more hot-lead conditions visitor meet, the more likely they are to receive an invitation. Automatically evaluate agent availability and send invitations only when agents have capacity to interact with visitors. By coordinating invitations with agent availability, contact centers can lower wait times and improve productivity by maintaining high agent utilization. Take sale for example: Proactive Chat for sales Increases online conversions by reaching out to visitors whose online behavior indicate they will make a purchase if engaged by an agent. For instance, proactively invite visitors to chat who spend more than 30 seconds on a product comparison page. Proactive Chat for services: Target specific behaviors that indicate when customers are struggling to complete their transactions online, such as visitors encountering username or password errors when attempting to log into authenticated self-help websites, or clicking through multiple FAQ articles in a short period of time. The proactive engagement of a live chat agent increases the opportunity for first contact resolution, unlike email, which delivers only a 40 percent first contact resolution, with the majority of issues requiring multiple follow-up correspondences. Or, proactively engage customers who indicate their intent to cancel their accounts, giving specialized agents the opportunity to win back the business.

Rules-based Engagement Engine:

Continuously monitor visitors throughout their Web sessions using active, server-based rules to identify and engage high potential visitors who exhibit hot-lead or abandonment behavior patterns. For example, invite visitors who remove high value items from their shopping carts to chat or speak with a product specialist

Proactive Voice:

Invite visitors who browse pages with complex or high value products to speak directly with a sales expert, or as an escalation path as part of a lead screening process. For instance, live chat agents can pre-qualify visitors based on potential, and escalate truly qualified leads to sales representatives who speak to the visitor on the phone.

Comprehensive Reporting:

Gain valuable insight into online sales and marketing initiatives with informative real-time reports on conversion rates, entry and abandonment points, navigation paths, invitation acceptance rates and rules effectiveness.

Service Guarantee:

each chat will be allocated a unique #, connecting with the service agent. When the chat is over, you can set a poll, rating to collect feedback from the client. Also the rating for service agent can also help your staff better performance in the future.