LivePerson
Case Studies
Sun Life Direct Partners with LivePerson to Assure Online Customer Satisfaction
Overview
Sun Life Direct Partners with LivePerson to Assure Online Customer SatisfactionLivePerson |
Application Infrastructure & Middleware - API Integration & Management | |
Finance & Insurance | |
Business Operation Sales & Marketing | |
Software Design & Engineering Services | |
Operational Impact
Sun Life Direct improved a number of aspects of its website performance as a result of customer feedback via Live Chat, smoothing out the customer journey and simplifying language. | |
Customer satisfaction with Live Chat has been very high, exit surveys showing up to a 93.5% customer satisfaction (CSAT) figure. | |
So popular has the new Live Chat channel proved to be that call agents at 2Touch are reportedly 'queuing up' to join the Live Chat team. | |
Quantitative Benefit
30% increase in sales conversions. | |
Up to 93.5% higher customer satisfaction (CSAT). | |
2X as many enquiries handled per hour by call agents. | |