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.

StraighterLine, a provider of self-paced college courses, was looking for a way to engage with students and prospective students in a familiar channel. They wanted to provide engagement options for mobile users and improve conversion and customer satisfaction rates. The company had a live chat solution from LivePerson, but it was not being used to its full potential. They were completing around 100 chat conversations per month, with inquiries fielded on an ad-hoc basis by members of the telephone call center team. They realized they were missing substantial opportunities and needed to optimize their live chat.

Discount Tire Direct, a subsidiary of Discount Tire Company, was facing challenges in delivering an outstanding digital customer experience and increasing e-commerce conversion rates. The company wanted to maintain high in-store customer satisfaction rates via digital channels. They had experimented with an on-premise live chat solution when they initially added e-commerce to their website in 2003, but it was simply a passive button called Click to Talk and was soon removed. In late 2011, they decided to revisit the use of live chat deployment on their website to rethink how they engaged customers on their website, seeking to make it the best buying experience possible for their customers.

The Association of Certified Fraud Examiners (ACFE) was seeking a clearer channel for communication with its international members. The organization was facing challenges in facilitating communications with international members through a written, real-time channel. They also needed to provide service for members and prospective members who might not call in. The ACFE was looking for a solution that could improve communication in situations where language barriers and poor connection quality were hindering effective customer service. They also recognized that members in North America would benefit from a digital engagement channel, as it would save time and provide a convenient alternative to phone calls.

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.

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.

TOOLSTOP, a UK-based online retailer of professional hand and power tools, was looking to enhance its customers' online shopping experiences. While the company had various channels for customer engagement, including email, Facebook, and a blog, it recognized the potential of real-time interaction with product experts to address customer queries about pricing, shipping, and technical details. TOOLSTOP had already implemented LivePerson’s LP Chat for Small Business solution on its website, which significantly increased sales conversions. However, the company wanted to further optimize their chat initiative without a significant investment in time and resources.

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.

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.

Mercer County Community College's MercerOnline distance education portal was receiving a high volume of emails and phone calls from students with routine questions about courses and the registration process. The small team administering the portal was struggling to manage the volume of inquiries, and there was concern that students might be discouraged from registering due to the difficulty in getting their questions answered. The team needed a solution that would allow them to handle inquiries more efficiently and provide a more engaging experience for students.

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.

Bupa, a health insurance company, was facing challenges in providing a seamless digital experience to its customers. The complexities of health insurance were proving difficult for customers to understand when applying for insurance online. Bupa recognized the need to transform this intimidating self-serve experience into an educational conversational experience. They aimed to do this through AI-powered messaging, which would allow them to efficiently and effectively manage inbound customer queries on the customers’ time, in their channel of choice.

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.

Warehouse Skateboards, a premier online retailer of skateboards, skateboard accessories and skate clothing, was facing a challenge with the costs of engaging their customers via an 800 number. The phone bills were eating up all of their profits and they needed to find a way to move those conversations away from the phone. The company was also facing issues with their website's user interface and content, which were not reflecting how their customers shopped and thought. They needed a solution that would not only reduce their customer service costs but also improve their website's user experience and conversion rates.

Frank Myers Auto Maxx, a car dealership in North Carolina, operates by appointment only. While their website provides a wealth of information about the dealership and its offerings, customers looking to schedule an appointment for the next day would be out of luck if it was after the business's closing time of 7:00 p.m. As a small business, Frank Myers Auto did not have the resources to stay open late and take customer calls throughout the night. The dealership realized it was missing valuable opportunities to interact with potential prospects and customers after hours.

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.

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.

David’s Bridal, an international wedding dress destination, was facing a unique challenge. When shopping for wedding dresses, 50% of brides were calling stores to book appointments. If the stores were closed or sales agents couldn’t get to the phone in time, they were losing business. Agents sometimes had to step away from the brides they were helping to answer the phone, creating a poor experience for in-store customers. The company wanted to be available for customers 24/7 without having to add additional staff. They believed AI and automation could help and began looking at different chatbot providers.

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.

Plusnet, a Sheffield-based broadband and phone provider, experienced substantial growth over a short period of time to the extent that the business was struggling to cope with the volume of sales. The lengthy registration process (14-16 pages before the site re-launch) was slowing down conversion rates. Customers were experiencing a frustrating sign-up process and taking an average of twenty five minutes to convert. The business identified an opportunity to engage with customers before they felt the need to call the contact centre, thereby deflecting the influx of calls and assisting speedier conversions.

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.

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.

Virgin Atlantic, the UK's second largest long-haul airline, prides itself on offering a high level of customer service, starting from the point of booking via their website. However, managing fluctuating levels of customer enquiries, particularly via email, was proving to be a significant challenge. The average query took at least three emails and 48 hours to resolve. The airline needed to find a way to improve this response time without increasing costs. Additionally, Virgin Atlantic wanted to improve ticket sales conversion rates and catch website visitors who were dropping off before completing the booking process.

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.

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.

Community College of Denver (CCD) faced a significant increase in enrollment, which put a strain on their existing systems and programs. The administrative functions, particularly the Call Center, faced unprecedented pressure. The college needed a technology solution that would enable the Call Center to handle a higher volume of support calls without increasing resources. They realized that live chat could bring the economies of scale they were looking for. They also needed to improve their website architecture to improve students’ ability to self-serve.

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.

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.

Harvard Business Services, a leading provider of business formation services for Delaware corporations and LLCs, faced several challenges. The company wanted to extend its culture of personalized service to an online channel, increase sales by engaging with customers at moments of confusion, and provide a comfortable channel to assist international customers for whom English is a second language. The company had previously used AOL Instant Messaging as a channel for quick answers to questions that came up during the signup process, but found it was not convenient for clients to connect with them, and the interface wasn’t always user friendly.