LivePerson
Case Studies
Pioneering Lead Generation with Conversational Messaging: A Case Study of Open Universities Australia
Overview
Pioneering Lead Generation with Conversational Messaging: A Case Study of Open Universities AustraliaLivePerson |
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Product Research & Development Sales & Marketing | |
Chatbots Time Sensitive Networking | |
Operational Impact
The transition to conversational messaging and the use of AI chatbots resulted in significant operational improvements for Open Universities Australia. The chatbots were able to handle a large volume of simple interactions, freeing up time for student advisors to focus on more complex issues. The use of Facebook Messenger as a lead generation tool also improved the effectiveness of their marketing efforts, leading to better sales and user experience. Furthermore, the research conducted with LivePerson helped OUA understand which customer conversations should be handled by a live agent or a chatbot, and identified the best ways to serve customer relationships and needs in the future. | |
Quantitative Benefit
80% customer satisfaction (CSAT) score, up from 60% at launch | |
250% ROI from lead gen bot in the first 6 weeks of deployment | |
2.5k conversations handled by the initial bot in the first 2 days | |