LivePerson Case Studies PAC Web Hosting Ltd. Engaging with Customers and Prospects to Deliver the Answers They Need

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	PAC Web Hosting Ltd. Engaging with Customers and Prospects to Deliver the Answers They Need LivePerson

PAC Web Hosting Ltd. Engaging with Customers and Prospects to Deliver the Answers They Need

LivePerson

Technology Category	Platform as a Service (PaaS) - Connectivity Platforms
Applicable Industries	Telecommunications
Applicable Functions	Sales & Marketing
Services	Cloud Planning, Design & Implementation Services
Challenge	PAC Web Hosting Ltd. was facing a challenge with its rudimentary live chat solution which was causing website slowdowns. The company wanted to engage with customers in a personal way to increase sales. They were looking to move from a live chat channel to a comprehensive digital engagement strategy. The company needed to replace its live chat solution due to technical problems it was causing on the company’s website. Read More
About Customer	PAC Web Hosting Ltd. is a leading provider of Web hosting and domain name services for customers in the United Kingdom. Based in Manchester, the company serves individuals and businesses of all sizes. The company was founded in 2007 by Paul Nesbitt and a partner with an explicit commitment to listen to customers’ needs and opinions. The company has grown into one of Britain’s leading hosting and domain name providers, supporting businesses and individuals from its state-of-the-art data center in Manchester. The company prides itself on its 98 percent customer retention rate. Read More
Solution	The company deployed the new version of the LiveEngage platform three months ago, utilizing Click to Chat, proactive chat, and content targeting for sales, customer service, and technical support. The LiveEngage platform was activated in June 2014. The company deployed Click-to-Chat buttons on PAC Web Hosting’s public website as well as its secure customer portal. The company also wrote several simple targeting rules to trigger both proactive chat invitations and content targeting campaigns based on user behavior. The company plans to create some informational campaigns and proactive chat for customer service as well. Read More Log in to view content
Contents

Technology Category

Platform as a Service (PaaS) - Connectivity Platforms

Applicable Industries

Telecommunications

Applicable Functions

Sales & Marketing

Services

Cloud Planning, Design & Implementation Services

Challenge

PAC Web Hosting Ltd. was facing a challenge with its rudimentary live chat solution which was causing website slowdowns. The company wanted to engage with customers in a personal way to increase sales. They were looking to move from a live chat channel to a comprehensive digital engagement strategy. The company needed to replace its live chat solution due to technical problems it was causing on the company’s website.

About Customer

PAC Web Hosting Ltd. is a leading provider of Web hosting and domain name services for customers in the United Kingdom. Based in Manchester, the company serves individuals and businesses of all sizes. The company was founded in 2007 by Paul Nesbitt and a partner with an explicit commitment to listen to customers’ needs and opinions. The company has grown into one of Britain’s leading hosting and domain name providers, supporting businesses and individuals from its state-of-the-art data center in Manchester. The company prides itself on its 98 percent customer retention rate.

Solution

The company deployed the new version of the LiveEngage platform three months ago, utilizing Click to Chat, proactive chat, and content targeting for sales, customer service, and technical support. The LiveEngage platform was activated in June 2014. The company deployed Click-to-Chat buttons on PAC Web Hosting’s public website as well as its secure customer portal. The company also wrote several simple targeting rules to trigger both proactive chat invitations and content targeting campaigns based on user behavior. The company plans to create some informational campaigns and proactive chat for customer service as well.

Impact #1	The company saw a 40 percent upsurge in overall conversions since the switch to LiveEngage.
Impact #2	The company saw a 300 percent increase in traffic to the special offers page due to content targeting promotion.
Impact #3	The company saw a 400 percent increase in use of promotional codes from special offers page.

Impact #1

The company saw a 40 percent upsurge in overall conversions since the switch to LiveEngage.

Impact #2

The company saw a 300 percent increase in traffic to the special offers page due to content targeting promotion.

Impact #3

The company saw a 400 percent increase in use of promotional codes from special offers page.

Benefit #1	40% increase in overall conversions upon switching to LivePerson
Benefit #2	300% increase in traffic to special offers page due to content targeting promotion
Benefit #3	400% increase in use of promotional codes from special offers page

Benefit #1

40% increase in overall conversions upon switching to LivePerson

Benefit #2

300% increase in traffic to special offers page due to content targeting promotion

Benefit #3

400% increase in use of promotional codes from special offers page

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Overview

PAC Web Hosting Ltd. Engaging with Customers and Prospects to Deliver the Answers They Need

Operational Impact

Quantitative Benefit