LivePerson on the web: "Can I help you find something?"
When you go into a store, you expect there to be staff there whose primary job is to help customers like you find the products you want as efficiently as possible. If you wind up wandering around on your own for too long, unable to find what you're looking for or anyone who can answer your questions, you are likely to leave in frustration, empty handed.
So when it comes to your business and the customers wandering through your website, do you provide "in-store" assistance? Enter LivePerson, a technology that connects your sales staff with website visitors in real-time.
With LivePerson you can set business rules that alert sales staff when website visitors are engaging in certain behaviors that suggest they may be a high value potential sale that is about to head for the door. Sales staff can then reach out to them and essentially ask, "Can I help you find something?" If the person responds that they would like assistance, a chat conversation begins.
Just as in a store the sales assistant could either tell the customer which aisle to find the needed item in or walk them over to it and put it right in their hands, the LivePerson assistant can do the same. They can either explain the answer to a general question if that is what the customer needs, or find the product the person is looking for and "push" that page to the customer, so that they don't have to do anything themselves to navigate to it.
This is just one feature of what the LivePerson (LP) system can do for your business presence online. This business use alone has routinely accounted for a 20% increase in sales for the businesses who have implemented LP, which you can find out more about by reading their success stories. Customer post-sales support is another major area in which LP's approach to customer relationship success offers tremendous value.
I came across LivePerson when I was evaluating chat software services for a SalesForce.com CRM client who wanted to integrate chat with their SFDC customer service app. The two technologies work seamlessly together, with lead, account, contact and case data passing easily between the two applications. Check out this integration plug-in on the SFDC AppExchange.
My client wound up going with just one LP seat license to start, just to get a sense of how it would work for them, since they were skating a very thin profit margin at the time. (I would generally advise a more comprehensive approach to integrating the technology into one's business process, if you can possibly afford to do so right now.) The cost for them was a little under $100/month, which isn't the cheapest chat you can find, but it is the best value. With LP you get far more than just a chat application. You get a business system, complete with reporting and optimization services provided by LP. You are coached and guided through not only implementation of the technology, but through the fine tuning of your business process so that you take full advantage of what the technology can do for your business.
The return on investment with LivePerson seems to be so definite that it is hard to make the business case for not using it. That is, if you do in fact want people who visit your website to come away satisfied with their experience, while your bottom line takes a marked ascent.
So when it comes to your business and the customers wandering through your website, do you provide "in-store" assistance? Enter LivePerson, a technology that connects your sales staff with website visitors in real-time.
With LivePerson you can set business rules that alert sales staff when website visitors are engaging in certain behaviors that suggest they may be a high value potential sale that is about to head for the door. Sales staff can then reach out to them and essentially ask, "Can I help you find something?" If the person responds that they would like assistance, a chat conversation begins.
Just as in a store the sales assistant could either tell the customer which aisle to find the needed item in or walk them over to it and put it right in their hands, the LivePerson assistant can do the same. They can either explain the answer to a general question if that is what the customer needs, or find the product the person is looking for and "push" that page to the customer, so that they don't have to do anything themselves to navigate to it.
This is just one feature of what the LivePerson (LP) system can do for your business presence online. This business use alone has routinely accounted for a 20% increase in sales for the businesses who have implemented LP, which you can find out more about by reading their success stories. Customer post-sales support is another major area in which LP's approach to customer relationship success offers tremendous value.
I came across LivePerson when I was evaluating chat software services for a SalesForce.com CRM client who wanted to integrate chat with their SFDC customer service app. The two technologies work seamlessly together, with lead, account, contact and case data passing easily between the two applications. Check out this integration plug-in on the SFDC AppExchange.
My client wound up going with just one LP seat license to start, just to get a sense of how it would work for them, since they were skating a very thin profit margin at the time. (I would generally advise a more comprehensive approach to integrating the technology into one's business process, if you can possibly afford to do so right now.) The cost for them was a little under $100/month, which isn't the cheapest chat you can find, but it is the best value. With LP you get far more than just a chat application. You get a business system, complete with reporting and optimization services provided by LP. You are coached and guided through not only implementation of the technology, but through the fine tuning of your business process so that you take full advantage of what the technology can do for your business.
The return on investment with LivePerson seems to be so definite that it is hard to make the business case for not using it. That is, if you do in fact want people who visit your website to come away satisfied with their experience, while your bottom line takes a marked ascent.
Labels: Integration, Recommended_Apps
posted by Dutton at
10:56 AM
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