LivePerson Case Studies Creating a Stylistic Digital Engagement Experience

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	Creating a Stylistic Digital Engagement Experience LivePerson

Creating a Stylistic Digital Engagement Experience

LivePerson

Technology Category	Application Infrastructure & Middleware - API Integration & Management Functional Applications - Enterprise Resource Planning Systems (ERP)
Applicable Industries	Consumer Goods
Applicable Functions	Sales & Marketing
Services	Software Design & Engineering Services
Challenge	Shortcuts, a software provider for the hair, beauty, and spa industries, wanted to increase sales and provide a non-intrusive way for potential customers to have their questions answered. The company decided to deploy a live chat engagement channel to provide 24-hour sales support from three locations worldwide. The goal was to field an average of 15 to 20 live chat conversations daily, with the hope of generating qualified leads and sales. The challenge was to find a suitable live chat solution and integrate it into their existing system. Read More
About Customer	Shortcuts is a software solutions provider for the hair, beauty, and spa industries. Founded in 1993 by a hairdresser named Jo Burgess, the company has grown to serve 14,000 customers in 45 countries from its headquarters in Brisbane, Australia, and offices in Manchester, U.K., and Huntington Beach, California. The company's solutions cover everything needed to run a successful salon, including appointment booking, cash register, tracking and ordering of supplies and inventory, marketing and loyalty programs, reporting, and more. The firm’s cloud-based booking system generates over $3 million in bookings each month. Read More
Solution	Shortcuts deployed a live chat solution from LivePerson, providing a 24-hour sales support channel from three locations worldwide. The company purchased three concurrent agents of the LivePerson LiveEngage platform and deployed them as part of a newly redesigned website. The live chat is available to website visitors 24 hours a day, staffed during local business hours at each location. In addition to the static Click-to-Chat buttons on the Shortcuts website, the company also extends proactive chat invitations to high-value visitors. The company also plans to integrate the new CRM with the LiveEngage platform to automate some of the lead generation process. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Functional Applications - Enterprise Resource Planning Systems (ERP)

Applicable Industries

Consumer Goods

Applicable Functions

Sales & Marketing

Services

Software Design & Engineering Services

Challenge

Shortcuts, a software provider for the hair, beauty, and spa industries, wanted to increase sales and provide a non-intrusive way for potential customers to have their questions answered. The company decided to deploy a live chat engagement channel to provide 24-hour sales support from three locations worldwide. The goal was to field an average of 15 to 20 live chat conversations daily, with the hope of generating qualified leads and sales. The challenge was to find a suitable live chat solution and integrate it into their existing system.

About Customer

Shortcuts is a software solutions provider for the hair, beauty, and spa industries. Founded in 1993 by a hairdresser named Jo Burgess, the company has grown to serve 14,000 customers in 45 countries from its headquarters in Brisbane, Australia, and offices in Manchester, U.K., and Huntington Beach, California. The company's solutions cover everything needed to run a successful salon, including appointment booking, cash register, tracking and ordering of supplies and inventory, marketing and loyalty programs, reporting, and more. The firm’s cloud-based booking system generates over $3 million in bookings each month.

Solution

Shortcuts deployed a live chat solution from LivePerson, providing a 24-hour sales support channel from three locations worldwide. The company purchased three concurrent agents of the LivePerson LiveEngage platform and deployed them as part of a newly redesigned website. The live chat is available to website visitors 24 hours a day, staffed during local business hours at each location. In addition to the static Click-to-Chat buttons on the Shortcuts website, the company also extends proactive chat invitations to high-value visitors. The company also plans to integrate the new CRM with the LiveEngage platform to automate some of the lead generation process.

Impact #1	The live chat engagement channel has been operational for six months, with sales professionals fielding an average of 15 to 20 chat conversations per 24 hour period.
Impact #2	The leads generated through live chat are further along in the sales cycle because their initial questions have been answered via live chat.
Impact #3	The company is working on formulating additional targeting rules for proactive chat.

Impact #1

The live chat engagement channel has been operational for six months, with sales professionals fielding an average of 15 to 20 chat conversations per 24 hour period.

Impact #2

The leads generated through live chat are further along in the sales cycle because their initial questions have been answered via live chat.

Impact #3

The company is working on formulating additional targeting rules for proactive chat.

Benefit #1	52 qualified leads from live chat in 6 months
Benefit #2	9 live chat-assisted sales in 6 months, for a total of AU$120,000

Benefit #1

52 qualified leads from live chat in 6 months

Benefit #2

9 live chat-assisted sales in 6 months, for a total of AU$120,000

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Overview

Creating a Stylistic Digital Engagement Experience

Operational Impact

Quantitative Benefit