‘Tis the season to go online shopping, which means it’s also the season for live chat. We shop online more than ever before, and we have smartphones and tablets to thank for that. In order to find products we are shopping for and complete transactions smoothly, we often use live chat to contact customer service at our favorite sites.
Cyber Monday (News - Alert) 2012 was expected to be an epic day for online sales, and it sure lived up to expectations. E-commerce transactions reached nearly $1.5 billion, up from $1.25 billion on Cyber Monday last year, according to ComScore. Additionally, IBM reported that total online sales on Monday were up 30 percent compared to 2011.
“Cyber Monday was not only the pinnacle of the Thanksgiving shopping weekend but when the cash register closed it officially became the biggest online shopping day ever,” said Jay Henderson, strategy director, IBM (News - Alert) Smarter Commerce, told WIRED. “Retailers that adopted a smarter marketing approach to commerce were able to adjust to the shifting shopping habits of their customers, whether in-store, online or via their mobile device of choice, and fully benefit from this day and the entire holiday weekend.”
On Cyber Monday, LivePerson (News - Alert), Inc., a provider of intelligent engagement solutions that increase conversions and improve the customer experience online, hosted over 860,000 live chats— an increase of 30 percent from 2011 and a new daily record for the company. In addition to the record-breaking number of live chat interactions, LivePerson clients utilized multiple engagement tools, delivering personalized offers and click-to-call invitations.
"Consumers today are demanding real-time assistance whenever they are connecting with a brand, especially during the busy holiday season," said Robert LoCascio, founder and CEO of LivePerson, in a statement.
LivePerson offers a cloud-based platform that enables businesses to proactively connect in real-time with their customers. The platform enables customer interaction via chat, voice, and content delivery at the right time, through the right channel, including websites, social media, and mobile devices. LivePerson’s intelligent engagement is driven by real-time behavioral analytics, producing connections based on an understanding of business objectives and the needs of customers.
With solutions that increase online sales by up to 20 percent and order size by 35 percent, LivePerson's cloud-based platform allows businesses to proactively engage with a high volume of customers, across multiple channels. In the month of October, over 1.8 billion site visits and more than 20 million chat engagements occurred on the LivePerson platform across its 8,500+ customers.
LoCasio continued, "The millions of personalized interactions we enable through our platform is a testament to both the value and demand for real-time intelligent engagement. By leveraging our solutions, our customers are not only creating a meaningful customer experience, they are driving new levels of business success."
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Edited by Jamie Epstein