LiveEngage Mobile Click-to-Chat Solutions

Transcription

1 LIVEPERSON SOLUTIONS BRIEF LiveEngage LiveEngage Mobile Click-to-Chat Solutions Give Your Growing Mobile Audience a Customized Digital Engagement Experience

2 As mobile traffic increases around the globe, the need for customized, real-time assistance for smartphone and tablet users is more critical than ever. LivePerson s mobile Click-to-Chat solutions bring a rich digital engagement experience to users of mobile Web browsers and native apps for ios and Android devices. Agents conduct conversations with visitors through the same LiveEngage user console used for desktop live chats, with access to canned answers and custom URL schemes for sharing content easily with the customer. Live chat as a part of the mobile experience results in an improved brand reputation, higher customer satisfaction rates, and higher conversion rates more than a 1,000 percent lift in some cases. Onto the mobile revolution? Mobile devices are transforming how people use the Internet, and how they interact with your organization. More and more people are spending greater amounts of time on smartphones and tablets, and nearly every website has seen a substantial spike in mobile traffic in recent years. Your customers and prospects now expect everything to be available with a few taps on a tablet or smartphone robust product information, an easy buying experience, and quick customer support. Omnichannel is fast becoming how most consumers conduct their shopping experiences. The bottom line is that you cannot afford to provide an inferior experience to your mobile visitors. Consider some of the ways mobile is becoming a disruptive force: Tablets Shipped: 80 million in Q4 2013, more than desktops and laptops combined. Mobile Internet Usage: Exceeded desktop Internet usage in 2014 E-commerce via Mobile: 25 percent of online orders were conducted via mobile devices in Consumer Omnichannel: 40 percent of consumers used smartphones when shopping in stores in Smartphones: 315 million smartphones were shipped globally in Q With a mobile Click-to-Chat solution from LivePerson, your customers can experience real-time engagement in an overlay window that fits their device without requiring them to exit the website or application they are using. LivePerson s mobile click-to-chat solutions LiveEngage s mobile solutions provide a customized live chat environment regardless of what kind of mobile properties you have: 1. Mobile-optimized sites (m. sites): Live chat buttons can easily be integrated into your specialized mobile experience. 2. Responsive sites: LivePerson technology provides the appropriate live chat button for each device, and the engagement window is an overlay to the browser 3. Native apps for ios or Android: Our turnkey solution enables the live chat overlay to be easily integrated into your app. What are LivePerson s offerings? LivePerson s mobile solutions enable you to integrate live chat into the most common mobile platforms quickly and easily: Mobile Click to Chat for Mobile Web This plug-and-play solution enables a quick launch of live chat on your responsive or mobile-optimized site for users of Safari for iphone, Chrome for iphone or Android, and the native browser in Android ios Mobile Click to Chat for Native ios Our turnkey technology can be integrated into your app with minimal coding on your part. In fact, a single line of code is all that is required for a basic deployment. The solution provides the ability for visitors to share photos with an agent to facilitate service. Mobile Click to Chat for Native Android New in 2014, your Android app is now supported with turnkey code that embeds Click to Chat into the app experience, with minimal development work on your part. 2

3 When mobile live chat makes the difference A customized mobile Click-to-Chat experience improves customer satisfaction, strengthens your brand, and is far superior to other engagement options in a variety of common visitor scenarios: When a phone call isn t practical A customer is using wifi at an airport outside her home country to change some flight details. Her mobile phone does not have an international calling plan. Supplementing brick and mortar The customer s size is not available at the store she s standing in. She or he goes to the store s e-commerce site to see if the item could be shipped to her home. Product support A wireless Internet customer is having problems connecting using her home network, and requests technical support through the mobile network. Help on the road A bank customer needs to conduct business while traveling, and cannot determine whether she or he can take care of the matter via mobiledevice. Visual engagement A customer has trouble describing the product for which she or he needs support. The agent requests a photo of the product to simplify the process. Fig 1. When the user taps the Live Chat button, the engagement window becomes an overlay to the browser or app being used. 3

4 Features and benefits 1. Customer experience These features help your website visitors to have a positive meaningful experience. Some use cases include: Dynamic tag: The live chat button appears only when an agent is available. Overlay engagement window: Visitors do not need to exit the app or browser, and one tap hides and restores the engagement screen. Language support: The full user interface can be translated to English, Spanish, French, Dutch, German, Italian, Portuguese, Japanese, Chinese, or Korean depending on the device s language setting. Photo sharing: Optionally allow visitors to send a photo to an agent to facilitate support. Smart Reconnect: Conversations are kept active with the same agent for 10 minutes if a visitor loses connection. Support for non-optimized sites: Even if you have a site that is not responsive or optimized for mobile, you can enable a live chat overlay optimized for iphone and ipad devices. 2. Custom branding These features help you create a brand-consistent mobile live chat experience: Logo placement: You can provide a custom logo at the top of the engagement screen. Custom buttons: You can use custom graphics, placement, text, and color for your live chat button. Custom Colors: The entire mobile chat window can now be configured to meet the exact brand guidelines for color, font, and more. 3. Agent effectiveness These features help your agent team to provide the best and most efficient service: Same agent console: Agents can conduct conversations with desktop and mobile users simultaneously and transfer visitors among themselves as needed. Send Web content: Agents can send Web content such as videos and forms while staying in an ios native app and engaged in the live chat conversation. Deep app links and mobile site links: Agents can send a button that helps the user navigate to a desired section of your website while maintaining the live chat conversation in the same browser window. 4. Reporting and analysis These features help your marketing team get the most out of the data generated by a mobile live chat program: Button funnel reporting: Determine how often visitors see chat buttons and tap on them. Conversion reporting: With reporting on chat-assisted sales, you can reward your best agents on their performance. You can drill down into metrics associated as defined per mobile chat-assisted sales versus desktop chat-assisted sales. Call deflection reporting: Automatically report if a customer calls customer support while using your ios native app, compared with those who tap the live chat button. As you can ascertain if a visitor saw the chat button, you can calculate a call deflection percentage. Surveys: Mobile-optimized pre-chat, offline, and exit surveys can help you measure customer satisfaction and identify visitor segments most likely to convert. 4

5 In 2005, Extraco Banks launched an initiative called SWARM Banking, in which associates swarm to where the customers are, in branch or online, and provide whatever help is needed. For the online experience, live chat powered by LivePerson is a key component of SWARM Banking. With increasing numbers of customers using their smartphones or other mobile devices to access the Extraco Banks website, the financial services thought leader elected to add mobile live chat to its online banking system in The adoption rate is impressive: after less than a year, 19 percent of its live chat interactions are via mobile device. It gave our customers the means to interact with us based on their requirements. James Geeslin, Vice Chairman and CSO, Extraco Banks, and President and CEO, Extraco Consulting What is the process to deploy LivePerson mobile Click-to-Chat solutions? Deploying LivePerson code for your website or app is an easy process: For responsive sites, the LiveEngage tag code is provided. This code provides a responsive live chat experience depending on a visitor s device: desktop or mobile. For mobile-optimized sites (m. sites), the main LiveEngage tag is added to the desktop site, and separately added to your m. site. For native ios and Android apps, an SDK pack is provided to enable coding and customization of the live chat experience. What results can I expect? Adding a customized live chat experience for your mobile visitors brings a human touch to their interaction with your brand. In addition, measuring the results of your mobile digital engagement will become increasingly important, and with the LiveEngage platform, you can do so in a matter of a few clicks. LivePerson s mobile Click-to-Chat solutions are achieving rapid adoption, helping organizations around the world to deliver a seamless mobile live chat engagement experience to their customers. Some of the highlights include: 98 million monitored visits annually 7.5 million chat button impressions annually provided 250,000+ live chat conversations conducted (compared to 50,000 a year earlier) Depending on your business goals and the type of deployment, you can expect improved conversion rates, increased average order values, and/or reduced handling times for customer service. Customer satisfaction for your mobile channel will increase, even with people who never tap the live chat button. Go to on your mobile device and try out the LivePerson mobile interface yourself! 5

6 Mobile Growth and Adoption Specialty outdoor retailer Moosejaw expends a lot of effort to replicate its unique in-store experience online, and LivePerson live chat has been a part of that strategy for close to a decade. At a time when mobile visits to the website were growing 60 percent annually, the company added mobile live chat to its website in After just a few months, 10 percent of live chat conversations are via mobile device. 80 million tablets shipped in Q4 2013, more than desktops and laptops combined million smartphones shipped globally in Q % increase in mobile data traffic in More mobile Internet usage than desktop internet usage in % of online sales through mobile devices in ,000+ live chat conversations conducted (compared to 50,000 a year earlier)* 98 million monitored visits* 7.5 million chat button impressions provided* 40% of consumers used smartphones in stores in We re seeing an annual growth rate of 60 percent for mobile traffic. Chad Caudill, Director, Customer Service and Warehouse Operations, Moosejaw Fig 3. Mobility Growth & Adoption 1 Mary Meeker, Internet Trends 2014 Code Conference, Kleiner Perkins Caufield Byers, accessed 6/23/ , 3 Ibid. 4 Danyl Bosomworth, Mobile Marketing Statistics 2014, accessed 6/23/ IMRG Capgemini Quarterly Benchmarking Index: Q2 2013, 6 David Moth, Why Mobile Is Key to an Effective Multichannel Strategy, Econsultancy, 4 Sept 2013, accessed 6/23/2014. * Data is current as of May 2014 About LivePerson LivePerson, Inc. (NASDAQ: LPSN) offers a cloud-based platform that enables businesses to proactively connect in real-time with their customers via chat, voice, and content delivery at the right time, through the right channel, including websites, social media, and mobile devices. This intelligent engagement is driven by real-time behavioral analytics, producing connections based on a true understanding of business objectives and customer needs. LivePerson is headquartered in New York City with offices in San Francisco, Atlanta, Tel Aviv, London, Amsterdam, and Melbourne. Contact LivePerson, Inc. T: Tenth Ave F: th Floor info@liveperson.com New York, NY