LivePerson Case Studies Engaging Top-of-the-Funnel Visitors for a Compelling Customer Experience

Edit This Case Study Record

	Engaging Top-of-the-Funnel Visitors for a Compelling Customer Experience LivePerson

Engaging Top-of-the-Funnel Visitors for a Compelling Customer Experience

LivePerson

Technology Category	Application Infrastructure & Middleware - API Integration & Management Platform as a Service (PaaS) - Connectivity Platforms
Applicable Industries	Professional Service Software
Applicable Functions	Business Operation Sales & Marketing
Services	Cloud Planning, Design & Implementation Services Data Science Services
Challenge	Cvent, a leading cloud-based enterprise event management platform, was facing a high bounce rate on its website. The company wanted to provide a compelling customer experience for its diverse website visitors. The complexity of event planning and the inability to provide pricing on the website made it difficult for visitors to find the information they needed. The company had tried another live chat product but found it lacking in several areas. The company needed a solution that was cloud-based, scalable, with robust reporting capabilities and the ability to integrate with its existing and planned digital marketing infrastructure. Read More
About Customer	Cvent is a leading cloud-based enterprise event management platform, founded in 1999. The company has more than 1,450 employees and 12,600 customers worldwide. Cvent offers software solutions to event planners for online event registration, venue selection, event management, mobile apps for events, e-mail marketing, and web surveys. The company's event management platform has been hosted entirely online from the beginning, offering just about everything an event planner needs, from online registration to event marketing, from venue arrangements to mobile apps for participants. Read More
Solution	Cvent deployed a LivePerson solution with proactive chat, rules-based targeting, and extensive use of the platform’s enrichment analytics capabilities. The company upgraded to the LiveEngage platform, added content targeting, and is in the process of deploying Click to Call for mobile users. The company conducted testing on every aspect of the live chat experience over the past three years, including verbiage tests on live chat invitations, testing on the targeting rules for proactive chat, and tests involving the placement of the Click-to-Chat button. The company also deployed content targeting features, pushing out targeted content such as white papers and eBooks to visitors who exhibit behavior such as filling out forms or watching demos. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Platform as a Service (PaaS) - Connectivity Platforms

Applicable Industries

Professional Service

Software

Applicable Functions

Business Operation

Sales & Marketing

Services

Cloud Planning, Design & Implementation Services

Data Science Services

Challenge

Cvent, a leading cloud-based enterprise event management platform, was facing a high bounce rate on its website. The company wanted to provide a compelling customer experience for its diverse website visitors. The complexity of event planning and the inability to provide pricing on the website made it difficult for visitors to find the information they needed. The company had tried another live chat product but found it lacking in several areas. The company needed a solution that was cloud-based, scalable, with robust reporting capabilities and the ability to integrate with its existing and planned digital marketing infrastructure.

About Customer

Cvent is a leading cloud-based enterprise event management platform, founded in 1999. The company has more than 1,450 employees and 12,600 customers worldwide. Cvent offers software solutions to event planners for online event registration, venue selection, event management, mobile apps for events, e-mail marketing, and web surveys. The company's event management platform has been hosted entirely online from the beginning, offering just about everything an event planner needs, from online registration to event marketing, from venue arrangements to mobile apps for participants.

Solution

Cvent deployed a LivePerson solution with proactive chat, rules-based targeting, and extensive use of the platform’s enrichment analytics capabilities. The company upgraded to the LiveEngage platform, added content targeting, and is in the process of deploying Click to Call for mobile users. The company conducted testing on every aspect of the live chat experience over the past three years, including verbiage tests on live chat invitations, testing on the targeting rules for proactive chat, and tests involving the placement of the Click-to-Chat button. The company also deployed content targeting features, pushing out targeted content such as white papers and eBooks to visitors who exhibit behavior such as filling out forms or watching demos.

Impact #1	The company has seen huge growth in the program, with more live chat conversations every month.
Impact #2	The company has refined its targeting rules for both content targeting and proactive chat, which are now even better at catching people before they leave.
Impact #3	People are staying on the company's site significantly longer than before.

Impact #1

The company has seen huge growth in the program, with more live chat conversations every month.

Impact #2

The company has refined its targeting rules for both content targeting and proactive chat, which are now even better at catching people before they leave.

Impact #3

People are staying on the company's site significantly longer than before.

Benefit #1	Significant reduction in bounce rate
Benefit #2	Higher than expected proactive chat acceptance rate
Benefit #3	Numerous incremental leads without cannibalizing other channels

Benefit #1

Significant reduction in bounce rate

Benefit #2

Higher than expected proactive chat acceptance rate

Benefit #3

Numerous incremental leads without cannibalizing other channels

Download PDF Version

Overview

Engaging Top-of-the-Funnel Visitors for a Compelling Customer Experience

Operational Impact

Quantitative Benefit