LivePerson Case Studies EE Boosts Sales and Enhances Customer Service with Digital Engagement

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	EE Boosts Sales and Enhances Customer Service with Digital Engagement LivePerson

EE Boosts Sales and Enhances Customer Service with Digital Engagement

LivePerson

Technology Category	Analytics & Modeling - Predictive Analytics Analytics & Modeling - Real Time Analytics Platform as a Service (PaaS) - Connectivity Platforms
Applicable Industries	Telecommunications
Applicable Functions	Sales & Marketing
Services	Cloud Planning, Design & Implementation Services
Challenge	EE, a UK-based digital communications company, was looking to establish its brand and enhance its customer service across all channels. The company registers around 86 million customer conversations via online and offline channels annually. EE saw Live Chat as an important new way to establish high levels of customer satisfaction in relation to transactional queries and general enquiries on the site. The challenge was to fully establish the brand in the minds of consumers, which only arrived on the scene in October 2012 with the launch of 4G. In addition to branding, EE wanted to be considered best in service across all channels. Read More
About Customer	EE, formerly Everything Everywhere, is a UK-based digital communications company. It was established as a joint venture, bringing together the UK businesses of Orange and T-Mobile. EE was the first UK telecoms operator to launch a superfast 4G network and with a £1.5bn investment programme underway, the service is already available to over 60% of the population. Sitting alongside this 4G connectivity is a fixed line, fibre optic broadband network, currently available to 15 million homes. With state-of-the-art infrastructure in place, EE is pledged to offer its customers – currently numbering 27 million – the very best quality of service through the web, mobile apps, the phone and bricks and mortar stores. And within that goal, EE has made it a priority to build a personalised service that is trusted by and relevant to its customers. Read More
Solution	EE uses LivePerson’s LiveEngage platform to support its sales and upgrade operations by offering enhanced service to customers visiting its website. LivePerson provides predictive modelling and analytics, enabling EE to identify customers whose behaviours indicates they may require help with the purchase decision. This is achieved by tracking the activity of individuals as they move through the site. Behaviours such as lingering on a page for a longer than average time or the triggering of multiple error messages can be a strong indicator that assistance is needed. At these points, invitations to chat are served pro-actively. By offering help when it is most needed, EE has succeeded in raising sales, while also improving customer satisfaction rates and enhancing perception of the EE brand. Equally important, each engagement is unique to the individual, ensuring a personalised and therefore relevant experience. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Predictive Analytics

Analytics & Modeling - Real Time Analytics

Platform as a Service (PaaS) - Connectivity Platforms

Applicable Industries

Telecommunications

Applicable Functions

Sales & Marketing

Services

Cloud Planning, Design & Implementation Services

Challenge

EE, a UK-based digital communications company, was looking to establish its brand and enhance its customer service across all channels. The company registers around 86 million customer conversations via online and offline channels annually. EE saw Live Chat as an important new way to establish high levels of customer satisfaction in relation to transactional queries and general enquiries on the site. The challenge was to fully establish the brand in the minds of consumers, which only arrived on the scene in October 2012 with the launch of 4G. In addition to branding, EE wanted to be considered best in service across all channels.

About Customer

EE, formerly Everything Everywhere, is a UK-based digital communications company. It was established as a joint venture, bringing together the UK businesses of Orange and T-Mobile. EE was the first UK telecoms operator to launch a superfast 4G network and with a £1.5bn investment programme underway, the service is already available to over 60% of the population. Sitting alongside this 4G connectivity is a fixed line, fibre optic broadband network, currently available to 15 million homes. With state-of-the-art infrastructure in place, EE is pledged to offer its customers – currently numbering 27 million – the very best quality of service through the web, mobile apps, the phone and bricks and mortar stores. And within that goal, EE has made it a priority to build a personalised service that is trusted by and relevant to its customers.

Solution

EE uses LivePerson’s LiveEngage platform to support its sales and upgrade operations by offering enhanced service to customers visiting its website. LivePerson provides predictive modelling and analytics, enabling EE to identify customers whose behaviours indicates they may require help with the purchase decision. This is achieved by tracking the activity of individuals as they move through the site. Behaviours such as lingering on a page for a longer than average time or the triggering of multiple error messages can be a strong indicator that assistance is needed. At these points, invitations to chat are served pro-actively. By offering help when it is most needed, EE has succeeded in raising sales, while also improving customer satisfaction rates and enhancing perception of the EE brand. Equally important, each engagement is unique to the individual, ensuring a personalised and therefore relevant experience.

Impact #1	Real time engagement via chat resulted in 30,000 contract sales, running at a rate of 0.5 sales per agent per hour.
Impact #2	This rate is roughly twice as productive as the average for telephone sales agents and 10 times more effective than the rates achieved by agents in bricks and mortar stores.
Impact #3	Customers who generally self-serve convert at around one per cent, whereas with real time sales engagement the conversion rate is five times higher.

Impact #1

Real time engagement via chat resulted in 30,000 contract sales, running at a rate of 0.5 sales per agent per hour.

Impact #2

This rate is roughly twice as productive as the average for telephone sales agents and 10 times more effective than the rates achieved by agents in bricks and mortar stores.

Impact #3

Customers who generally self-serve convert at around one per cent, whereas with real time sales engagement the conversion rate is five times higher.

Benefit #1	30,000 contracts in 2013
Benefit #2	2X as productive as telephone agents
Benefit #3	10X more effective than the rates in store

Benefit #1

30,000 contracts in 2013

Benefit #2

2X as productive as telephone agents

Benefit #3

10X more effective than the rates in store

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Overview

EE Boosts Sales and Enhances Customer Service with Digital Engagement

Operational Impact

Quantitative Benefit