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Case Studies : Hoover

 

Timpani Sales and Marketing platform shortens sales cycle by 48% and generates 500% ROI


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The Challenge
With more than one million monthly visitors, the company’s main obstacle to growing online revenue was not increasing traffic, but converting more visitors to buyers. Hoover’s needed an efficient way to seamlessly identify the visitors most likely to become paid subscribers, qualify potential leads and initiate a sales dialogue. Prior to the chat implementation, a system of online web forms funneled prospects to outsourced call center agents, who called the visitor within 15 minutes of receiving the form, and then transferred qualified calls to skilled in-house sales representatives.

"Even within those 15 minutes between submitting the form and getting a callback, there’s a very large attrition rate. We were looking for a way to not lose that connection with the customer," said Marybeth Gavin, Sr. Marketing Manager, Hoover’s.

Gavin’s team wanted to implement a tool that would allow outsourced agents to contact and pre-qualify visitors quickly, before their interest waned. The agents’ role in pre-qualifying visitors was vital to internal sales representatives, who needed to focus their limited resources on leads that represented the highest-value online subscriptions.


LivePerson Solution
Hoover’s conducted a three-month pilot with LivePerson’s Timpani Sales and Marketing solution to test whether instantaneous online chats could deliver better results than phone calls.

The intelligent, rules-based platform enabled the company to identify potential subscribers based on their browsing behavior and offer an immediate, text-based chat with a live representative.

The timing of the chat invitations was a critical component of engaging leads that might otherwise be lost in the previous web form/phone call process. The invitations needed to appear at just the right time to engage visitors interested in a subscription, without being obtrusive or annoying.

To develop and test this new sales channel, Hoover’s adopted LivePerson's domain methodologies and Timpani platform to:

Identify Purchase Intent And Abandonment Indicators
Leveraging the platform’s business rules, specific visitor actions and behavior triggered proactive chat invitations. The rules engine limited chat invitations to one per person, per visit, and only offered the channel to visitors who didn’t successfully complete the registration process on their own.

Engage Visitors At The Right Time, In The Right Place
Hoover’s tested chat on pages where visitors were most likely to consider purchasing a subscription: the Hoovers.com homepage, the subscription options page and any page with a web form. LivePerson’s automated application tracked browsing behavior on these pages and invited visitors who triggered business rules to chat live with a business consultant.

Seamlessly Transfer Qualified Leads
During initial chat conversations, outsourced agents pre-qualified visitors and then handed off qualified leads to Hoover’s sales representatives. Automatically fed into the company’s CRM system, the information collected via chat was immediately available to sales reps. The outsourced agents sent complete chat transcripts upon hand-off, allowing the Hoover’s in-house team to continue the conversation seamlessly within the visitor’s current chat window.

Proactive chat on Hoovers.com allows agents to qualify prospects immediately while their interest is hot. Chat invitations are offered to visitors based on browsing behavior and site activity.


Tangible Results
At the conclusion of the three month pilot, Hoover’s expanded LivePerson’s chat functionality throughout Hoovers.com as a standard feature.

Chat has become one of Hoover’s primary conversion vehicles: 30% of visitors who chat are passed along as leads to the sales team. Closure rates nearly doubled, and subscriptions generated through chat have boosted average order value 11%.

Due to the high sales value, the chat implementation paid for itself in the opening month. The return on investment from LivePerson’s technology is 500% – the highest of any previous marketing project.

Additionally, the chat option has allowed sales representatives to close 51% of subscription sales within 8 days and 50% of those are completed in 1 day or less, a significant reduction from the previous 25-30 day average sales cycle.

Gavin notes that the sales staff is just as happy with the system as the marketing group. Senior sales reps have even joined junior members of the sales team in fielding online chats.

"Offering chat, email and self-service addresses the fact that our customers take a multi-channel approach to interacting with us and learning about our products and services," said Gavin. "With the LivePerson solution, we are able to provide multiple options to our customer base and qualify each lead so our representatives can concentrate their efforts on the highest-possible engagements. This implementation has been a win-win for our customers and Hoover’s alike."


About LivePerson:
Company LogoLivePerson makes life easier by transforming how people communicate with brands. Our customers use our conversational commerce solutions to orchestrate humans and AI, at scale, and create a convenient, deeply personal relationship — a conversational relationship — with their consumers.
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Today's Tip of the Day - Motivating Agents With No Money!

Read today's tip or listen to it on podcast.

Published: Friday, September 14, 2007

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2021 Buyers Guide Inbound Call Handling Services

 
1.) 
2Ring

2Ring Gadgets for Cisco Finesse
2Ring Gadgets for Cisco Finesse, offered in three bundles (standard, enhanced, premium), empowers supervisors and enables agents to become more efficient.

Supervisors are able to handle everyday tasks on their own from within Cisco Finesse: reskill agents, view detailed information about agents and customer interactions in real-time, receive alerts about important call center events (RONA, Calls in Queue, ..), send messages to agents, or even change wallboards on the fly. Be flexible to provide help when needed.

Agents gain all the features that they need to serve customers faster - repetitive tasks are automated, alerts about important call center events pop-up on top of all the appli...
(read more)

2.) 
3Fiftynine

Branches
Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.

3.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

4.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

5.) 
Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)

6.) 
Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections

7.) 
MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.

8.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring

9.) 
Vads

VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
- Walk In Center
- Service Desk

10.) 
Technosys IT Management

Customer Support
Technosys IT Management Bpo, the business process Outsourcing, gives end-to-end transformative administrations for its customers over the globe. The organization's coordinated IT and BPO arrangements approach empowers it to open business esteem crosswise over ventures and administration lines, and address business challenges for its customers. Using inventive business perfection structures, progressing profitability changes, process reengineering, mechanization, and front line innovation stages, Technosys IT Management empowers its customers to accomplish their cost diminishment goals, enhance process efficiencies, upgrade viability, and convey unrivaled client encounter

11.) 
Tru29 Outsource Solutions Inc.

Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.

This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.
 

About us - in 60 seconds!

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