Beau-coup Success Story
公司规模
Mid-size Company
地区
- America
国家
- United States
产品
- LP Chat Premier
- Analytics Driven Engagement (ADE)
技术栈
- Google Analytics
- Live Chat Technology
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Productivity Improvements
技术
- 应用基础设施与中间件 - API 集成与管理
适用行业
- 零售
适用功能
- 销售与市场营销
用例
- 实时定位系统 (RTLS)
服务
- 软件设计与工程服务
- 系统集成
关于客户
Beau-coup is a leader in the online favors and gifts industry. The company offers unique and high-quality items through its one-stop online party favors shop. Since its inception in 2002, Beau-coup's mission has been to make the party-planning process less stressful and even enjoyable for its customers by offering exceptional customer service and a large selection of quality guest favors. In 2009, Beau-coup debuted on the Inc. 5000 List of America’s Fastest-Growing Private Companies, having achieved a three-year growth rate of 243%. The company prides itself on offering consistently exceptional customer service, assisting customers in real-time with selecting party favors, supplies, and decorations, offering inspiration and suggestions, and ensuring that orders arrive on time and in perfect condition.
挑战
Beau-coup, a leader in the online favors and gifts industry, was facing challenges with its customer service. The company prides itself on offering exceptional customer service, but technical issues with their previous chat provider were causing interruptions and a frustrating experience for both customers and service reps. The company was dropping a lot of chats due to connection issues, and they were missing 20 to 30 chats a day. They also lacked information about how their customers came to their site, what search terms they used, and if the resulting chat was proactive or reactive. There was no method to the madness in how their chat invitations were fired, and they experienced very poor acceptance rates as a result.
解决方案
Beau-coup turned to LivePerson for a solution to their customer service challenges. They deployed both LP Chat Premier and LivePerson’s Analytics Driven Engagement (ADE) tool. Using these tools, Beau-coup was able to create a chat program that uses their existing Google Analytics data to automatically create and deploy effective business rules that prioritize where and when to extend proactive chat invitations. This allowed Beau-coup’s chat agents to gain greater insight into customer behavior, enabling them to better recommend companion products and assist customers based on their site navigation history. The implementation of LP Chat Premier and ADE also resulted in an increase in overall chat volume and improved the quality of incoming chats.
运营影响
数量效益
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