convert high value visitors to happy customers...anywhere

Convert High Value Visitors to

Happy Customers….anywhere

Kelly Brashear, LivePerson

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But what is the online shopping

experience today?

There is Mass Digital Adoption

http://www.youtube.com/watch?v=3Sk7cOqB9Dk

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Disconnected Customer

Digital transformation

• Digital journeys broken

• Have to search

• Lack context

• In-store /= online

• Omni channel

• Onboarding incentive

• Call when complex

CustomersBrand

Digital natives:

“I will reach you whenever/however I want to, but

you can reach me only when I want you to 62% of Gen Y

New social contract emerging

Connected Customer

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47% of ecommerce revenue - multiday purchase process

65% of total revenue - of more than one step (google)

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Disconnected Customer

Digital transformation

ServiceTarget Customer shows intent – I am

ready to serve / transact by myself, but

I can’t or won’t

AcquisitionTarget Customer shows intent – I am

ready to buy by myself, but I can’t or won’t

Ready to connect / engage now

Ready to connect / engage now

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Four Areas of Transformation

Digital transformation

PeopleAgents, In Store

DataConversation,

Insights

ProcessBest Practices

Digital technologyCustomer Journeys

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How to Get More Customers of Higher ValueDigital transformation

Adding the human touch to the new customer journey

Visitors Digital properties

Purchase

Drive Value

People

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Increase Conversions and Reduce Bounce

Visitor searches

for commoditized

product

Clicks on paid

search ad

Live help addressing

visitor needs and

intentions

Rich media assists in

sales closure

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Questions? I’m here to help!

Start Chat

How do I care for these blinds?

Customer automatically

identified by targeting

engine and engaged with

chat

Customer requests

assistance with product

questions

Immediately Adjust to Customer Hesitations

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Analyze campaign

performance throughout the

day

Real time topic analysis

reveals trends of customer

inquiries

Immediately Adjust to Customer Hesitations

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Easy Care! No special cleaning supplies needed!

Use window cleaner when needed.

Easy Care! No special cleaning supplies needed!

Use window cleaner when needed.

React to trending topics with

content created and

published on the fly

Content is immediately

published to website

Easy Care! No special cleaning supplies needed!

Use window cleaner when needed.

Immediately Adjust to Customer Hesitations

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Analyze chat

conversations for

visitors looking for

shoes

Increase Conversions While Reducing Bounce

Conversions by Chat Topics

Recommended use case

Questions about

shoe sizes are driving

the highest

conversionsDiscover Ted Baker designer shoes, displayed with our unique size guide

Analysis helps refine

ad text.

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The Moment of Truth: Reduce Cart Abandonment

Customer browsing

item detail page

Clicks to “Add to Cart”

Item added to cart and

customer proceeds to

view

Views cart and

removes “ottoman”

item

Triggers chat invitation

Customer expresses

concern about original

items size

Agent shares

specifications for a

different item

Item fits customers

need, adds item to

their cart.

Proceeding through

check out process

customer has error on

their credit card

New proactive invite

offering help to

complete the order

Recommended use case

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Visitor requests live

help during shopping

process

Hi there,

How can I help you today?

I have chosen a shirt as a gift to my husband.

I wanted to ask you for recommendations.

A shirt is a great gift! I would recommend to

purchase a matching tie as well.

Agent recommends

additional products

using rich media.

Empower Agents to Upsell

Recommended use case. Rich media may require additional PS work.

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Be Available Beyond the Website

Get better

campaign

response rates,

and improved

customer

experience by

adding chat links

directly in the

inbox

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Improve your

visibility in

search engines

by offering chat

directly from

within Google

search results

Be Available Beyond the Website

Thank you

Kelly Brashear

kbrashear@liveperson.com

Company

• Cloud-computing, SaaS pioneer since 1998

• IPO April 2000 (Nasdaq: LPSN); Profitable and debt free

• 700+ employees

• LivePerson offers an extensive and rapidly-growing partner network.

Customers

• 8,500 customers around the globe have chosen LivePerson to create secure,

reliable connections with their customers. LivePerson clients include:

• 8 of the top 10 Fortune 500 companies

•Top 10 of 15 commercial banks (Fortune 500)

•Top 4 of 5 telecommunication companies (Fortune 500)

•4 of the top 7 of the Forbes Global 2000

•5 of the top 6 software and services companies (Forbes 2000)

•8 of the top 10 of Interbrand's Best Global Brands

Service Delivery

• 1.8 billion visitors monitored per month

• 20 million connections per month

• Analyzes over 1.2 million documents and chat transcripts per month.

Mission

Creating Meaningful Customer Connections

LivePerson is…

Live Chat and Click-to-Call

Vendor 2012