LivePerson
Case Studies
Lancôme: Making Digital Connections a Thing of Beauty
Overview
Lancôme: Making Digital Connections a Thing of BeautyLivePerson |
Analytics & Modeling - Real Time Analytics Platform as a Service (PaaS) - Connectivity Platforms | |
Retail | |
Sales & Marketing | |
Software Design & Engineering Services System Integration | |
Operational Impact
Live chat quickly achieved the highest conversion and customer satisfaction rates of any channel, resulting in significant incremental revenue for the company. | |
The LiveEngage platform’s mobile Click-to-Chat tool was deployed in April 2014, catering to the increasing traffic from mobile devices. | |
The enrichment analytics capabilities built into the LiveEngage platform are being used to make proactive chat invitations more productive over time and to make improvements to the website by analyzing where customers are getting stuck during the buying process. | |
Quantitative Benefit
Highest CSAT of any channel | |
Highest conversion rate of any channel | |
Significant incremental revenue from live chat | |