Web-based customer service solutions provider, LivePerson (News - Alert) is announcing this week that it has expanded its European operations, adding local presence to better serve the Italian market. Two global telecom companies, Vodafone (News - Alert) and Sky Italy, are already using LivePerson solutions in Italy to optimize customer experience and increase conversions online.
LivePerson offers cloud-based online engagement solutions, including its flagship LP Chat solution, helping its clients make real-time connections with Web customers that can lead to higher conversion rates and improved customer experiences across the customer lifecycle. At this time, more than 8,500 businesses use LivePerson's technology and business intelligence to connect with customers online.
"LivePerson enables us to continuously optimize the customer experience while proactively creating new sales opportunities,” said Christian Michieletto, Web Sales manager for Sky Italy in a statement announcing the expansion. “As a result, our online conversion rates have already increased nearly ten-fold,", "Thanks to LivePerson's engagement solutions we have been able to identify and improve critical points of the purchasing process and improve the user experience,” he said.
Online conversion rates, of course, refer to the likelihood of turning a prospect viewing a website into a customer, or upselling an existing customer who merely came to the site for information. Vodafone has had similar, positive experiences with the solution.
"Since implementing LivePerson's chat solution, we have improved the quality of our customer service, and are seeing unprecedented rates of satisfaction -- higher than those in the email channel,” Fabrizio Piciocchi, Online Call Center operations manager of Vodafone. “We view LivePerson's solutions as a personal concierge service for our premium Vodafone customers."
LivePerson has noted that it sees a growing number of European brands recognizing the importance of meaningfully engaging their customers and delivering intelligent, real-time connections in the consumer's channel of choice.
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Edited by Brooke Neuman