LivePerson > 实例探究 > Poder Comercial: Connecting with Distinct Audiences with Comprehensive Digital Engagement

Poder Comercial: Connecting with Distinct Audiences with Comprehensive Digital Engagement

公司规模

Mid-size Company

地区

America

国家

Mexico
Brazil
Colombia
Ecuador
Guatemala
Spain

产品

LiveEngage platform
Click to Chat
Proactive chat
Content targeting

技术栈

Live chat
CRM database
Mobile interface

实施规模

Enterprise-wide Deployment

影响指标

Customer Satisfaction
Productivity Improvements
Cost Savings

技术

应用基础设施与中间件 - API 集成与管理

适用行业

电信

适用功能

销售与市场营销

服务

系统集成
软件设计与工程服务

关于客户

Poder Comercial is a mobile phone distributor that markets Telcel services to corporate accounts and consumer distributors throughout Mexico. Based in Mexico City, the company also has a presence in Guatemala, Ecuador, Colombia, Brazil, and Spain. The company focuses on two distinct markets: providing corporate mobile phone plans for companies of all sizes, and providing Telcel services to other distributors that sell to consumers. Poder Comercial prides itself on its culture of individualized customer connections and personalized service. The company had been considering live chat as a sales and customer service channel for several years, but wanted to ensure they got it right the first time. They conducted a market survey of digital engagement solutions, looking for a solution that went beyond rudimentary live chat to an intelligent and proactive engagement solution, and a demonstrably secure platform in a cloud-based environment.

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挑战

Poder Comercial, a mobile phone distributor that markets Telcel services to corporate accounts and consumer distributors throughout Mexico, wanted to build on its reputation for personalized service by adding a live chat channel for sales and customer service. The company was looking for a solution that would provide an intimate, real-time engagement channel to support its corporate reputation for personalized service, increase sales in corporate and distributor accounts, and bring more efficiency and effectiveness to customer service operations. The company had been considering live chat as a sales and customer service channel for several years, but wanted to ensure they got it right the first time. They conducted a market survey of digital engagement solutions, looking for a solution that went beyond rudimentary live chat to an intelligent and proactive engagement solution, and a demonstrably secure platform in a cloud-based environment.

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解决方案

Poder Comercial engaged LivePerson Partner Grupo Atención to deploy and manage a LivePerson solution with proactive chat and content targeting. The solution was deployed in March 2014, with both proactive chat and content targeting rolled out on both the public-facing site and the management console used by distributor clients and corporate phone managers. The initial deployment was something of a pilot, with only two agents devoted to the channel—one for sales and one for customer service. The team tested various aspects of the solution, including the placement and look-and-feel of Click-to-Chat buttons and proactive chat invitations, and the targeting rules for proactive chat. They also assessed various content targeting scenarios and created a smooth operational infrastructure. The Atención team met regularly with Poder during early testing of the solution, and after six months, they had mostly completed their testing and settled on the best operational strategy for Poder’s needs.

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运营影响

Poder Comercial has seen 40 percent of its phone inquiries deflected to the more efficient live chat channel.
The company has seen an eight percentage point improvement in conversion rates over the phone channel.
Exit surveys sent through the LiveEngage platform show an 85 percent satisfaction rate for the live chat channel.
The company has plans to expand its agent force to 10—five for sales and five for customer service—to enable it to open weekend and late night hours for the channel.

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数量效益