LivePerson
Case Studies
Poder Comercial: Connecting with Distinct Audiences with Comprehensive Digital Engagement
Overview
Poder Comercial: Connecting with Distinct Audiences with Comprehensive Digital EngagementLivePerson |
Analytics & Modeling - Real Time Analytics Application Infrastructure & Middleware - API Integration & Management | |
Telecommunications | |
Sales & Marketing | |
Software Design & Engineering Services System Integration | |
Operational Impact
Poder Comercial has seen 40 percent of its phone inquiries deflected to the more efficient live chat channel. | |
The company has seen an eight percentage point improvement in conversion rates over the phone channel. | |
Exit surveys sent through the LiveEngage platform show an 85 percent satisfaction rate for the live chat channel. | |
Quantitative Benefit
12% conversion rate for live chat, versus 4% for phone | |
40% deflection of phone inquiries to live chat | |
85% CSAT for live chat channel | |