HSBC, one of the world's largest banking and financial services organizations, was facing a challenge with its customer service operations. With over 19,000 customer service agents, the bank was dealing with a high volume of repetitive tasks that put pressure on its agents. The traditional career path in the contact center world was also leading to inevitable attrition, as it was defined as agent → team manager → department manager → operations manager → head of contact centre. This lack of opportunity as the field narrows held back the chance of reaching the highest possible customer satisfaction with every interaction. Furthermore, HSBC was planning to shift towards Conversational Banking, which was expected to grow interactions considerably and require conversational experts to manage the chatbots.

In 2019, Open Universities Australia (OUA) decided to transition from live chat to conversational messaging, coinciding with the rebuilding of its digital platform. The goal was to enhance service for the 25,000 students they were catering to at the time. However, the contact centre required all students to create a new password, a task that posed significant challenges in a non-automated world. Additionally, OUA was using Facebook ads that linked to a form, which then funneled details to an outbound team for follow-up. This method was not particularly effective in terms of sales or user experience.

Extraco Banks was faced with the challenge of mirroring the customer experience in bank lobbies online. They wanted to ensure ease of implementation and ongoing management of their digital engagement platform. Protecting customer interactions and data was a top priority. The bank also wanted to integrate their digital engagement platform with their existing Jack Henry Banking Online and Mobile solutions platform. The bank's unique SWARM Banking® methodology, which involves employees 'swarming' to where the traffic is and taking each customer through the entire banking experience without handing them off to a colleague, presented additional challenges for digital implementation.

Landings Credit Union, formerly known as Tempe Schools Credit Union, underwent a name change in 2013 to reflect a broader membership base. However, the organization faced challenges in promoting its new identity due to a limited advertising budget. The credit union wanted to maintain its reputation for personalized customer service while expanding its membership base. It sought to provide a personalized, digital customer service channel to support its corporate initiative to build new membership. The organization's president and CEO, Margaret Hunnicutt, learned about LivePerson at a conference for credit union executives and saw potential in the solution.

ICON Health & Fitness, a leading name in the fitness industry, was facing a challenge with high abandonment rates across its web properties. Despite attracting millions of visitors to its brand websites each month, the company's online retail performance indicated surprisingly high abandonment rates. The team had difficulty pinpointing the exact reasons for the low conversion rates. They realized that in order to grow ICON’s direct-to-consumer retail business and drive revenue via online channels, ICON needed to implement a real-time engagement strategy that would identify the visitors most likely to benefit from help during their buying process, reducing overall site abandonment and successfully convert prospects into satisfied, long-term customers.

Bankwest, a subsidiary of the Commonwealth Bank of Australia, is a bank established in 1895. It is leading the way in digitally transforming their customer experience and their contact centre. They have been a client of LivePerson for over 6 years and are constantly adapting and driving adoption through web chat, mobile chat, and now In-app and Web Messaging. With a clear digitally focused strategy, having Messaging and Conversational design both playing important roles within that space, Bankwest puts the customer first and strives to offer a world-class experience. They saw the market evolving, their customer’s preferences changing, and strived to lead in the contact centre space. They rolled out In-app Messaging across iOS and Android, then replaced their web chat offering with authenticated asynchronous Web Messaging.

Extra Space Storage wanted to deploy live chat for sales in a deliberate way, using extensive post-deployment testing to refine the program for maximum effectiveness and optimal customer experience. They were concerned that live chat might just cannibalize business from their other channels, which could negatively affect commissioned salespeople without improving the bottom line. They wanted to find out whether they could actually get incremental conversions from live chat. The team started by placing a nonintrusive Click-to-Chat button for potential customers who had spent 60 seconds on the site’s facility, search, or reserve and hold pages.

Traeger Pellet Grills, a company that markets outdoor cooking grills, was looking to grow its e-commerce sales and make customer service more efficient and effective. They wanted to launch a live chat channel to provide an efficient and effective channel for customer service, increase e-commerce sales with a sales support channel, and protect and support a brand that has intensely loyal followers. The company had a website but it was not doing much e-commerce. The focus was on pointing people to their dealer network. However, they wanted to take a much more aggressive approach to direct selling.

eUKhost, a leading web hosting solutions provider, was facing a challenge of managing a large and continually growing client base. The volume of incoming calls and emails was increasing steadily, with the website averaging over 85,000 unique visitors each month. This led to a need for improving customer satisfaction by speeding up response times. Additionally, there was an opportunity to improve conversion rates by guiding visitors along the ordering process.

Omni Hotels & Resorts, a luxury brand in a highly competitive market, recognized the importance of every site visitor as a cost-effective means for customer acquisition and revenue generation. They identified the leisure and business travel content of their websites as opportunities for new customer acquisition. Many vacation and retreat packages required human-assistance during the booking and checkout process. The company had been relying primarily on telephone, and some email, as the communication vehicles for customer service. Due to the high volume of inquiries, customers would sometimes wait to obtain the assistance required to book their vacation. Omni wanted to provide an alternative means of engaging with customers and prospects in order to improve customer service and conversion rates, while maximizing the opportunities each site visitor represents for the brand.

Intuit, Inc. sought to delight its customers by building digital engagement into a larger strategy to improve the customer experience. Later, the company consolidated live chat operations and began using transcription and text analytics to optimize the customer experience. As a result, Intuit has achieved a 20 percent improvement in customer satisfaction scores for certain product lines and as much as a 25 percent improvement in conversion rates. The company projects significant additional benefits with the recent deployment of predictive targeting for high-value customers.

GenoLogics, a Canadian laboratory information management systems vendor, wanted to provide a channel where prospects could quickly get answers to questions about the company’s highly technical product offerings. The company had previously conducted a brief trial of a rudimentary live chat solution, but found it wanting. Despite this setback, GenoLogics CEO Michael Ball believed that live chat could still bring value to the company. The challenge was to find a better live chat solution that could engage website visitors and answer their questions, thereby keeping them on the website longer.

Moosejaw, an outdoor retailer, faced several challenges. They wanted to humanize the digital experience, deliver real-time online customer engagement, drive digital conversion rates, and engage customers at high-impact moments. As an early adopter of the Internet, Moosejaw understood the importance of digital engagement and implemented a live chat solution powered by LivePerson. However, they wanted to evolve beyond chat to digital engagement and become more strategic in how they used the LiveEngage platform. They also wanted to replicate the in-store experience onto the website and find ways to engage with customers through additional channels.

Commonwealth Bank, a leading provider of integrated financial services in Australia, was looking to improve customer experience and support, increase conversion rates, and improve operational efficiency. The bank had initiated a live chat pilot in 2009 to differentiate its brand and make it easier for customers to complete mortgage and other banking applications online. However, the bank had reached a point of diminishing returns with its existing rules for customer engagement and needed to rethink its approach to targeting customers.

Virgin Media UK aimed to optimize digital sales assisted conversions for the business. The initial setup involved launching web-chat to support its digital operations, with 100% of journeys being human agent driven. The first bot went live on Black Friday 2018, marking a milestone for the team and the start of an accelerated innovation path. The pivot to web-messaging came in spring 2019, which led to the scaling of automation, delivering 1 in 5 sales made online. The challenge was to find the right balance between the agent’s ability to close and convert sales, customer satisfaction (CSAT), and automation.

PAC Web Hosting Ltd. was facing a challenge with its rudimentary live chat solution which was causing website slowdowns. The company wanted to engage with customers in a personal way to increase sales. They were looking to move from a live chat channel to a comprehensive digital engagement strategy. The company needed to replace its live chat solution due to technical problems it was causing on the company’s website.

Lancôme, a globally recognized brand for its upscale line of cosmetics and fragrances, wanted to extend its well-known personalized customer experience to its online shoppers. The company aimed to build in-store and e-commerce sales through digital engagement and support the “inner nature” of the Lancôme brand, individualized service, for online customers. They wanted to provide an intimate channel to help customers open up. The team knew that live chat would be one way to accomplish this. They felt that women might open up more fully with live chat, and explore what they really want. The team began a formal evaluation of live chat solutions in early 2012, and they had some detailed requirements. They wanted to have proactive chat with robust targeting, a customized live chat experience for mobile devices, the ability to push marketing content to selected visitors, and extensive reporting and data analysis capabilities.

IPSL, one of the UK’s largest suppliers of PVC wall and ceiling cladding panels, relies on internet sales for 75% of their revenue and as the primary source of first-time clients. The company makes a significant investment in Google AdWords campaigns, running approximately ten to twelve campaigns, covering over 16,000 keywords in total. However, they experienced a leveling-off of their results—additional budget commitment was not yielding a proportionate increase in conversions. This served to sharpen their focus on how they could increase the ROI of their already-substantial investment in pay-per-click campaigns.

Cvent, a leading cloud-based enterprise event management platform, was facing a high bounce rate on its website. The company wanted to provide a compelling customer experience for its diverse website visitors. The complexity of event planning and the inability to provide pricing on the website made it difficult for visitors to find the information they needed. The company had tried another live chat product but found it lacking in several areas. The company needed a solution that was cloud-based, scalable, with robust reporting capabilities and the ability to integrate with its existing and planned digital marketing infrastructure.

United Way of Greater Atlanta, one of the largest United Way agencies in the United States, wanted to expand on the tremendous success of its 211 telephone referral program, which connects community members with a wide variety of social services. The agency realized that it could build on the success of the 211 program and extend its benefits to a larger population by revamping its website and adding online engagement options. The agency underwent 18 months of strategic planning, fundraising, and development work before launching its new online portal in April 2011. The agency added access to services by email, text message, and live chat.

Nine West Group, a division of Nine West Holdings, Inc., aimed to increase e-commerce sales for its Ninewest.com website while building brand value in support of more sales at partner retailers. The company wanted to provide an optimal e-commerce experience to drive incremental revenue, build brand satisfaction for future in-store purchases, and reduce support costs while improving customer service. The challenge was to stay competitive in e-commerce, which has become more complex over the years. The company needed to consider what their site looks like on a variety of screens—desktop, laptop, tablet, and smartphone—as well as a variety of operating systems. Today’s customers expect to be able to access real-time help at the touch of a button.

Shortcuts, a software provider for the hair, beauty, and spa industries, wanted to increase sales and provide a non-intrusive way for potential customers to have their questions answered. The company decided to deploy a live chat engagement channel to provide 24-hour sales support from three locations worldwide. The goal was to field an average of 15 to 20 live chat conversations daily, with the hope of generating qualified leads and sales. The challenge was to find a suitable live chat solution and integrate it into their existing system.

Mantra Group, a leading accommodation provider in Australia and New Zealand, was facing a significant challenge in managing high volumes of incoming traffic to its website. With the majority of hotel reservations and bookings now occurring online in Australia, Mantra had devoted a significant proportion of marketing spend to driving traffic to its site, including regular email activity to a database of over one million subscribers. However, supporting such a vast quantity of people was proving a significant challenge and conversion rates were low. Mantra Group recognised a major opportunity to improve the way it engaged with website visitors in order to provide a more optimal online experience and encourage them to convert.

Exodus, a tour operator that offers small group expeditions led by expert local guides, was facing a challenge with its online customer engagement. The company sells high-end adventure holidays that require a high level of commitment from customers, resulting in low conversion rates on its website. Exodus needed a solution to support and engage with online customers who required extra guidance when booking their adventure holidays. The company was looking for a way to drive sales, improve customer service, and collect valuable data for future promotional activity.

Sun Life Direct, a well-known brand in the UK life assurance sector, was facing a challenge with its digital marketing strategy. The company's customers traditionally applied via telephone or paper from traditional direct marketing advertising. However, with the increasing amount of time consumers now spend online, particularly when it comes to researching and purchasing products, Sun Life Direct realized that it needed to offer an online service to its customers, comparable to its offline one, and maintaining high customer service standards was key to this. The company also wanted to set up a digital platform that would facilitate the marketing of new products to customers with a different demographic profile. Its existing target customers are typically late-adopters of digital technology and sometimes need help in making the switch to online applications. For reasons of cost, expertise and efficiency, online customer service would need to be handled by Sun Life Direct’s existing customer telephone enquiry service, operated by 2Touch, based in Sunderland.

Home Properties Inc., a real estate company with over 40,000 housing units in nearly 120 apartment communities across the Eastern United States, was looking to provide an additional engagement channel for sales and service. They wanted to make it as easy as possible for anyone looking to contact them either because they’re already a customer, or because they want to be a customer. The company had previously deployed a live chat solution in 2006, but the system was often down and the supplier's team was not very professional. This led to the need for a reliable live chat solution with professional support.

Parcel2Go, the largest online package delivery service in the UK, was struggling to provide support to customers on nearly 2,000 parcels delivered each month. With 10 agents, customers would often have to wait in lengthy phone queues before their question could be answered or their issue addressed. The volume of inquiries they were receiving via the telephone were extremely costly, at £4 per call. The company’s customer service channel costs were higher than desired. Parcel2Go sought a cost-effective, online customer service channel to efficiently absorb the high volume of customer queries and provide an improved level of service and support.

The consortium of libraries in Ontario was looking for ways to keep libraries relevant as pillars in their communities, and inevitably that means connecting online. They wanted to reach library patrons where they are with research help and other information and boost the number of patrons served per staff. The traditional method of accessing library services required walking into a physical library, which was not convenient for all patrons. The consortium sought to expand access to library research services.

Open Universities Australia (OUA) was facing challenges in providing around-the-clock coverage to its international audience to increase revenue. They wanted to increase entry points and channels for prospective students to more easily engage with the education aggregator. Their long-term goal was to enhance automation to match the value of human agents. To solve these challenges, OUA created a roadmap of automation use cases over the past two years.

Conduent, a company that delivers mission-critical services and solutions on behalf of businesses and governments, was looking to improve its customer service experience. The company's Human Resources and Learning Solutions division serves one-third of Fortune 100 companies across 80 countries, and it was seeking to improve both the workforce experience and operational efficiencies. Conduent wanted to provide an easy-to-use, engaging experience for its customers, and it needed a solution that could handle a high volume of interactions efficiently. The company also wanted to extend its service hours to accommodate customers who review their personal benefit information during non-work hours.