LivePerson
Case Studies
Plusnet accelerates online sales and reduces costs with LivePerson
Overview
Plusnet accelerates online sales and reduces costs with LivePersonLivePerson |
Analytics & Modeling - Predictive Analytics Application Infrastructure & Middleware - API Integration & Management | |
Telecommunications | |
Sales & Marketing | |
System Integration | |
Operational Impact
Live chat is now integral to Plusnet’s E-commerce business, accounting for ten percent of online sales where voice used to be the dominant channel. | |
The solution has proved so effective in driving conversion rates that Plusnet now plans to integrate it on its mobile site in 2014 (mobile is an important and growing channel, currently accounting for ten percent of overall sign-ups). | |
While live chat is currently used exclusively for consumer sales, Plusnet now plans to offer intelligent engagement to business customers. | |
Quantitative Benefit
Live chat accounts for 10% of online sales | |
Sales conversion time lowered by 30-40% | |
High CSAT scores | |