LivePerson #1 Conversational Commerce Platform
AI Conversational Commerce is the new era to interact with your customers
Conversational Commerce is the best way to interact with your customers
People want to engage with companies in a way which is familiar to them. The complexity of providing customers with a connected journey that frequently spans multiple channels. That includes Internet, web chat, social media, and SMS requires greater capability and understanding.
LivePerson makes life easier by transforming how people communicate with brands through brand messaging. LiveEngage, the company’s enterprise-class Conversational Commerce platform, empowers consumers to stop wasting time on hold with 1-800 numbers and, instead, message their favorite brands just as they do with friends and family. And introduces a new era of messaging, conversational design, and the integration of bots/AI into the customer care of the world’s largest brands.
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The unique edge of the LivePerson chatbot platform begins with the consumer endpoints (Whatsapp – Facebook Messenger – Line – Apple – SMS..etc.) on the far left and integrations to business systems and other technologies (Google – IBM Watson – Microsoft – CRM..etc.) on the far right.
LivePerson provides a comprehensive conversational commerce end-to-end platform uniquely designed to help enterprises deliver conversations at scale. The platform allows brands to: build chatbots, manage agents and conversations, analyze performance, and determine the next best action and route conversations to the best resource using its machine-learning AI engine, Maven.
A win-win-win with Conversational Commerce
20% increase in online sales conversations
50% decrease in agent attrition rates
Messaging agents are 2x
more efficient
CSAT increase by 20%
Reduce labor cost per interaction by 50%
Increased CSAT reduces customer churn
70%
Of consumer inquiries can be automated, easier to scale without hiring agents.
90%
Of consumers start research and shopping online.
15%
Of purchases globally happen online through websites or mobile apps.
Consumers need to ask questions, get advice, and understand options before they make purchases. Conversational commerce makes this possible without having to visit a store or place a call.
Success Story
Bankwest drives world-class CSAT to 93% with in-app messaging.
Implementing in-app and web messaging has enabled Bankwest to offer their customers an always-on, 24/7 solution that works on their schedule. With messaging, Bankwest saw an increase of more than 8% in CSAT, peaking at 93% and over 100% increase in concurrency. Today, nearly 20% of their customer care traffic goes through messaging. As a result of this implementation, both customers and Bankwest’s contact centre agents report positive feedback, including an increase in agent productivity and morale.
Conversation Builder delivers accessible, high quality, customizable chatbots. Using a dialogue based, no-code-required interface, non-technical users can build and optimize bots and easily connect them to business systems like Shopify. It also offers a Conversation Library full of pre-built, industry specific bot templates that address use cases like product promotion, lead gen, checkout, and more.
Immediate business impact with Voice to Messaging. 30% of callers choose messaging within 45 days of launch, 25% higher CSAT than voice, 95% channel retention and 90% decrease in agent churn.
LiveEngage routes consumer conversations to the most appropriate skill to manage the interactions and relationship, whether it’s based on pre-conversion attributes (WA Business ID) or from the conversational survey.