PARTNER SUCCESS Telerx Providing Omnichannel Solutions for the Engagement of Consumers and Patients 2014
Overview Founded: 1980 Headquarters: Horsham, Pennsylvania Partner Type: Business Process Outsourcer (BPO) Geographies Served: Global (100+ countries) Contact Centers: 10 Languages Served: 30+ www.telerx.com Key Service Offerings Consumer ConneXions outsourced omnichannel engagement for consumer packaged goods (CPG) industry available for sales and customer service support. Since its founding in 1980, Telerx has broadened its business process outsourcing (BPO) business with an omnichannel approach to customer engagement that includes phone, email, and live chat channels for users of all kinds of devices. The company s partnership with LivePerson is a big factor in the growth of digital engagement services with its customers, and that alliance is emphasized in almost every sales presentation. Customers who opt for LivePerson digital engagement services through Telerx find that live chat delivers the best conversion rate of any channel, and that customer service deployments see the best time to resolution and the lowest cost per contact. Since then, the scale and scope of Telerx s business have expanded exponentially. We expanded our customer base from pharmaceuticals into the consumer packaged goods (CPG) industry everything from apparel to auto parts to hard goods to foods and beverages, notes Frank Pettinato, Telerx s senior vice president and general manager for Multi-channel Customer Engagement. In addition, we have expanded from a call center model to an omnichannel strategy including mobile devices and from a customer service focus to a more holistic approach that includes sales support. Today s Telerx serves a global marketplace, covering more than 30 languages in more than 100 countries, and with a client list that includes some of the world s most recognized brands. We like to say that if you open your pantry, garage, or medicine cabinet, you will almost certainly see our clients brands, relates Mike Brannan, Telerx s chief innovation officer. Omnichannel patient and health care provider engagement for pharmaceutical industry. 2
LivePerson/Telerx Value Proposition Highly skilled customer service and sales agents using world-class LivePerson technology Lower cost per contact and faster time to resolution for customer service Higher conversion rates and average order values for live chat channel Highest CSAT of any channel for live chat If you open your pantry, garage, or medicine cabinet, you will almost certainly see our clients brands. Mike Brannan, Chief Innovation Officer, Telerx Providing excellent service, regardless of channel In a crowded, commoditized contact center outsourcing industry, Telerx differentiates itself by providing the highest quality of service. The brands trust us, and they have trusted us for 30 years, Pettinato asserts. Our value proposition is that we will treat your customers the way you expect them to be treated. Our agents are highly trained to create meaningful connections with customers, leaving them with a better brand impression after the interaction than before. Telerx s omnichannel strategy is a key factor in delivering these positive impressions. Our Consumer ConneXions offering gives customers multiple options for engaging with the brand phone, SMS text, email, and live chat, Brannan explains. A large majority of our clients agree that an omnichannel approach is the best way to connect with customers, and we strive to deliver a consistently good experience regardless of channel. Upgrading the live chat experience When Telerx started offering live chat services around four years ago, it delivered those services using a rudimentary, legacy live chat solution. It was a good way to introduce customers to the benefits of live chat, but it was clear that the technology wasn t going to scale to our needs, Pettinato recalls. It didn t integrate with CRM systems, and lacked the reporting and analytics that LivePerson has. Then, in the middle of 2013, a large client asked Telerx to provide live chat outsourcing services using its existing LivePerson licenses. It was our first exposure to LivePerson, Pettinato remembers. But as we became acquainted with the solution, we quickly saw its potential to help us deliver robust live chat services to support a broad range of outcomes. The relationship grew quickly, and Telerx was able to sign up many of its large accounts for live chat for both sales and customer service deployments. We have also rolled out LivePerson s mobile Click-to-Chat tool for a number of our clients, and many more are expressing interest as they see the percentage of visitors on mobile devices increase every year, Pettinato notes. 3
We quickly saw [LivePerson s] potential to help us deliver robust live chat services to support a broad range of outcomes. Frank Pettinato, SVP and General Manager, Multi-channel Customer Engagement, Telerx Building a win-win connection Live Person s channel manager has been instrumental in the success of the relationship. We interact with her regularly, Pettinato says. She has been very supportive through sales processes and implementations, and is a good partner when it comes to strategy. She and her team have brought great subject matter expertise to client presentations, providing everything from live demos to screenshots to mashups. The LivePerson Customer Success and Technical Support teams have also added value for Telerx s customers. We hope to get to the point of being able to deploy LivePerson ourselves, but in the meantime LivePerson technicians are extremely helpful with each deployment, Pettinato says. And LivePerson s cloud-based platform and full suite of APIs makes the process much easier. LivePerson s Customer Success team also partnered with Telerx to create an integration that benefits the company s clients. We work with one of the major CRM vendors for the CPG industry, Pettinato explains. As a result of demand from our customers, LivePerson created an integration with that CRM solution so that the experience is seamless for agents, marketing staff, and customers. Partnering for a bigger value proposition Telerx s business development team emphasizes its partnership with LivePerson in almost every sales presentation these days. We find that our customers are much more interested in the live chat component of our offering when they learn that the technology is powered by LivePerson, Pettinato relates. Being able to provide the innovation LivePerson is developing as a leader in the marketplace gives us relevance and credibility and a leg up against our competitors. Tangible sales and customer service results don t hurt the sales process, either. LivePerson live chat has a higher conversion rate than any other channel at all of the websites where we have a sales deployment, Pettinato reports. For customer service deployments, live chat consistently achieves the best time to resolution and lowest cost per contact. And for both sales and service, live chat has the highest customer satisfaction rate of any channel. 4
We have expanded to an omnichannel strategy, and from a customer service focus to a more holistic approach that includes sales support. Frank Pettinato, SVP and General Manager, Multi-channel Customer Engagement, Telerx Envisioning a bigger partnership Partly due to these impressive results, Pettinato and Brannan both foresee significant growth in digital engagement in the next several years. I think the omnichannel customer experience will continue to evolve and refine, so that the experience is exactly the same in store or online, with customer service or sales and regardless of device, Brannan observes. Live chat will have to be a part of that mix, and as a result, our partnership with LivePerson will become even more important over time. Consumers demand the ability to connect with brands using their preferred channel and the most convenient device, Pettinato adds. It s staggering how many people prefer to access the Internet via mobile device versus a traditional PC, and it s amazing how many people prefer to contact a brand through social media rather than a traditional website. One client told me that if he had to choose only one type of live chat, he would choose mobile chat over computer-based chat. LivePerson s holistic vision of digital engagement will give us the tools we need to navigate these changes. 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 Atlanta, San Francisco, Amsterdam, Berlin, London, Milan, Paris, Tel Aviv, Tokyo and Melbourne. Contact LivePerson, Inc. T: 212.991.1794 475 Tenth Ave F: 212.609.4233 5th Floor info@liveperson.com New York, NY 10018 www.liveperson.com 5