LivePerson
Case Studies
Predictive Returns for Commonwealth Bank with Live Chat and Predictive Targeting
Overview
Predictive Returns for Commonwealth Bank with Live Chat and Predictive TargetingLivePerson |
Application Infrastructure & Middleware - API Integration & Management | |
Finance & Insurance | |
Sales & Marketing | |
Training | |
Operational Impact
Customer satisfaction scores for the live chat program improved from 60-70% to consistently over 80%. | |
Chat response times were reduced from 31 seconds to an average of 26 seconds. | |
Operational efficiency improved from 20% away time to three percent or less. | |
Quantitative Benefit
Conversion rates increased from 10% to 17% with the use of insights from transcription analysis and institution of rules (2011-12). | |
Conversion rates increased from 17% to 21% with Predictive Targeting (2013). | |
Acceptance rates improved from 11% to 12%. | |