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The client, a pure online retailer focused on outdoor gear, initially implemented LivePerson's click-to-chat technology in 2002, and discovered that numerous chat interactions resulted in sales and improved customer satisfaction ratings. An established industry innovator and early adopter of live chat, the online retailer recognized that chat could also serve as a valuable tool to improve conversion rates; however, the existing solution was designed to satisfy customer service requirements and lacked the capabilities to serve as a major sales catalyst. To maximize revenue and leverage the unique expertise of its employees, the client again turned to LivePerson to transform the chat deployment on the organization’s family of Web sites from a pure customer service application to a proactive sales solution affecting bottom line results. In addition to equipping the client with intelligent technology to proactively engage and consult with qualified customers online, LivePerson supplied comprehensive training to ensure that personnel assigned to the chat channel would take full advantage of their new online engagement and interaction tools. Post-implementation, the conversion rate for chatters grew to 10 times greater than self-service channel conversions.
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