LivePerson Intelligent Engagement Generates 299% ROI for ShopNBC
March 03 2010 - 11:28AM
PR Newswire (US)
LivePerson, Inc. , a provider of online engagement solutions that
facilitate real-time assistance and expert advice, today announced
key findings of a commissioned study, conducted by Forrester
Consulting on behalf of LivePerson, illustrating the incremental
value and benefits of a LivePerson intelligent engagement solution
deployed at ShopNBC.com, the online companion of the ShopNBC
television channel. The study examines the total economic impact
and potential return on investment (ROI) online retailers may
realize by deploying a LivePerson pay-for-performance solution. The
LivePerson pay-for-performance delivery model provides a turnkey
customer acquisition channel, wherein LivePerson provides
operations and program management, and outsourced agent labor via
its network of outsourced call center partners. For the ShopNBC
deployment, LivePerson partnered with 24-7 INtouch, a leading
multi-channel contact center outsourcer, for agent labor and
service delivery. Low setup costs combined with the pay-per-order
model were the primary contributors to ShopNBC's 3-year
risk-adjusted ROI of 299% and a payback period of less than two
months. Forrester's Key Findings: In conducting in-depth interviews
with ShopNBC, Forrester found that the company achieved the
following specific results with LivePerson's intelligent engagement
solution: 1. Increased incremental conversion rates in the online
channel. LivePerson enabled ShopNBC to achieve a 24% conversion
rate on all chats, with 65% of all chat-assisted orders being
incremental. 2. Increased average online order value. ShopNBC
reported that online customers who chat spend on average 38% more
money than customers who do not chat. 3. Reduced cancel and return
rate. ShopNBC observed that customers who chat are less likely to
cancel an order or return their received goods. A drop of 12.2% in
the cancel and return rate was reported. 4. Increased number of
online orders for "returning" customers. ShopNBC customers who had
previously completed chat-assisted orders placed a higher number of
orders when they returned to the site. "This new study illustrates,
yet again, the incremental value our intelligent engagement
solutions deliver to customers," said Jim Dicso, Senior Vice
President of Business Solutions Sales & Service for LivePerson.
"Ensuring the right visitor is targeted at the right moment with
the right agent is critical to live chat program success. The
unique targeting capabilities of our platform combined with a
proven customer acquisition methodology are what continue to enable
customers to drive more value through the online channel." Listen
to a Principal Analyst from Forrester Research discuss the results
of this study in a webcast replay. To download, please visit
http://bit.ly/deuBZl. To learn more about the LivePerson and 24-7
INtouch Pay-for-Performance Solutions, please download our white
paper at http://bit.ly/d6SF2C. About LivePerson LivePerson
(http://www.solutions.liveperson.com/) is a provider of online
engagement solutions that facilitate real-time assistance and
expert advice. Connecting businesses and experts with consumers
seeking help on the Web, LivePerson's hosted software platform
creates more relevant, compelling and personalized online
experiences. Every month, LivePerson's intelligent platform helps
millions of people succeed online. More than 8,000 companies,
including EarthLink, Hewlett-Packard, Microsoft, Qwest, and
Verizon, rely on LivePerson to maximize the impact of the online
channel. LivePerson is headquartered in New York City. About 24-7
INtouch 24-7 INtouch (http://www.24-7intouch.com/) is a leading
contact center outsourcing company that delivers innovative and
value-driven outsourcing solutions via voice, live chat and email,
across all industry segments. Using the most advanced technology in
the industry and Certified Sales and Customer Service
Representatives, the multi-channel approach taken by 24-7 INtouch
addresses both long and short term goals to reduce costs, increase
incremental revenue and deliver lifetime customer loyalty. The
company operates under two service delivery models, Shared and
Dedicated, which cater to the specific needs of each client with
scalable and customized solutions. The 24-7 INtouch team is aligned
to act as brand specialists, representing their client's brand,
culture and employees in each business partnership. About ShopNBC
ShopNBC is a multi-channel electronic retailer operating with a
premium lifestyle brand. The shopping network reaches 73 million
homes in the United States via cable and satellite television: DISH
Network channels 134 and 228; DIRECTV channel 316. Programming is
also streamed live on the web at http://www.shopnbc.tv/. Its
companion Internet site, http://www.shopnbc.com/, is recognized as
a top e-commerce site. ShopNBC is owned and operated by ValueVision
Media . With a premium blend of unique products, exciting on-air
presentations, celebrity guests and more, ShopNBC is poised to
delight and surprise customers with an unforgettable shopping
experience that encompasses both high quality and a strong
commitment to value. DATASOURCE: LivePerson, Inc. CONTACT:
LivePerson PR Contact, Amy Inlow,
+1-212-609-4248,ainlow@liveperson.com, solutions.liveperson.com Web
Site: http://www.liveperson.com/
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