LivePerson, a provider of real-time chat, voice, and content solutions, today announced several new innovations in online engagement. These new capabilities enhance the intelligence, extend the reach, and improve the efficiency of online chat.
LP Chat allows online businesses to have proactive, personalized chats with prospects and customers across multiple channels, including Web sites, social media, and mobile devices.
"At LivePerson, we strive to continuously raise the bar in chat innovation so that our customers can experience new levels of success in their online businesses," said Robert LoCascio, CEO of LivePerson, in a statement. "Innovation has been a driving force at LivePerson since the company's inception, and we are thrilled to be able to provide our customers with highly advanced, effective tools in real-time online engagement."
The new capabilities include the following:
- Analytics Driven Engagement(ADE) — leverages Web site analytics data to automatically create and update the intelligent business rules that control where and when proactive chat invitations are issued.
- Re-connect links — enable customers to continue chats with the same agent at a later time or from another device. This allows customers to seamlessly transition their chat conversations from their laptops to their mobile phones, or to re-initiate the chats with the same agents at a later time or date.
- Invitation-to-chat links — provide for new possibilities in marketing and customer service, beyond the Web site. Live chats can now be initiated by scanning a QR code on a display ad or printed product documentation.
- Third-party data providers — can integrate with LP Chat to offer an additional layer of visitor data, enhancing LP Chat's capability to target the most valuable customers. When integrated with the service of eco-system partner Demandbase, LP Chat users can better prioritize sales-leads by leveraging Demandbase's ability to identify the company domain of a Web-visitor and provide valuable data, including company name, size, revenue, industry and location, all in real time. With this intelligence, high-priority leads can be put at the top of the queue and chat agents are able to conduct more effective discussions and offer higher levels of assistance..
Beau-coup, a provider of online gifts and favors, implemented ADE to improve proactive chat performance and to optimize customer service resources. "Analytics Driven Engagement is really taking the guesswork out of creating a dynamic and effective chat program," said Cassie Haughey,head of customer service at Beau-coup, in a statement. "Not only has our proactive chat produced more conversions, we've seen customer satisfaction scores increase by 20 percent."