Professional Documents
Culture Documents
September 2012
Introduction
As your customers spend more time on their mobile devices and less time on their PCs and laptops, engaging with mobile users is more important than ever before. In response to this rapid increase in mobile internet use, leading companies have been aggressively shifting attention to their mobile strategies, ensuring that they deliver a mobile experience that exceeds their customers expectations. As the leading provider of real-time customer engagement solutions, LivePerson has helped global brands extend their reach into the mobile space, and meet both prospective and existing customers wherever they are.
Why Now?
With the ubiquity of smartphones and tablets worldwide, its no surprise that mobile commerce is increasing at an extraordinary rate. And with the prevalence of mobile internet accessibility, the possibilities for mobile engagement are staggering. If the opportunity itself is not compelling enough, consider the risk of missing the opportunity: according to a recent Forrester survey,1 53% of respondents listed increasing customer engagement among the top three goals of their mobile strategy. In other words, if mobile engagement is not one of your top priorities, consider that it probably is for most of your competitors!
If mobile engagement is not one of your top priorities, consider that it probably is for most of your competitors!
The average handle time (AHT) of live chats over mobile devices is typically one-third the AHT of live chats over PCs
The benefits of efficiency extend beyond your operationsyour customers appreciate the quick turnaround timeat the time they need itas well. Based on aggregate post-chat survey results, LivePerson has found that mobile live chat customers are generally more satisfied with their experience than customers chatting over laptops and PCs. With 64% of smartphone owners using their phones to shop online,2 and with 40% of consumers going to a competitors site after a bad mobile experience,3 the satisfaction of your mobile customers must be embraced as a top priority.
of adult cell phone owners use their devices in-store to get help with purchasing decisions5
The mobile influence factor (or effect of smartphones on in-store sales) on retail purchases will increase to $689 billion (or 19% of total store sales) by 20167
Connected customers are now able to immediately compare prices, look for coupons, and read product reviews. And while this can pose certain challenges, it also presents some unprecedented marketing opportunities. QR codes can be used to launch live chats with sales and service agents, deliver coupons, and download mobile apps. Mobile apps designed for in-store use can serve as a virtual salesperson, providing, for example, extended product information, inventory levels, promotions, and reviews, and suggesting relevant cross-sells and up-sells. You can even use facial recognition technology to identify customersand their preferencesby matching them to their Facebook photos and delivering personalized, relevant content! Such tactics just scratch the surface of the in-store mobile engagement possibilities, yet can profoundly impact the customers experience with your brand and the likelihood of a completedand biggerpurchase.
5. Engage customers on mobile social media apps such as Facebook and Twitter.
A recent study8 projects that by the end of 2012, about a third of all mobile phone owners will access social networks via their phonesessentially double the number that did so two years agoand 85% of mobile social networkers will use Facebook. But engaging with customers, fans, friends, and followers on social media remains a challenge for many. In fact, a recent survey by Cap Gemini reported that 60% of companies dont respond to customers via social media, even when asked a direct question. Engaging with customers on social media sites has delivered great results for some of LivePersons biggest clients. Live chat can be offered on your social media pages, or chat invitations can be immediately delivered via direct message to anyone who expresses a question or concern even outside your social media page. As social networkers continue to spend more of their time on mobile, engaging with them in social media has become increasingly important.
By the end of 2012 85% of mobile social networkers will use Facebook [yet] 60% of companies dont respond to customers via social media, even when asked a direct question.
The mobile landscapeand your customers behavior and expectationsare changing quickly and dramatically. Engaging with customers on mobile presents a new set of challenges, but to the companies that embrace and overcome those challenges, the rewards will be invaluable.
About LivePerson
LivePerson, Inc. (Nasdaq: LPSN) offers a cloud-based platform that enables businesses to proactively connect in real-time with their customers via chat, voice, and content delivery at the right time, through the right channel, including websites, social media, and mobile devices. This intelligent engagement is driven by real-time behavioral analytics, producing connections based on a true understanding of business objectives and customer needs. More than 8,500 companies rely on LivePersons platform to increase conversions and improve customer experience, including Hewlett-Packard, IBM, Microsoft, Verizon, Sky, Walt Disney, PNC, QVC and Orbitz. LivePerson received the CODiE award for Best Content Management Solution in 2012 and for Best Ecommerce Solution in 2011, and has been named a Company of the Year by Frost and Sullivan in 2011. LivePerson is headquartered in New York City with offices in San Francisco, Atlanta, Tel Aviv, London and Melbourne.
Sources
1. Forrester, 2012 2. eDigitalResearch and Portaltech Reply, 2012 3. Compuware, 2012 4. Advertising Bureau, 2012 5. Pew American & Internet Life Project, 2012 6. Wall Street Journal, 2010 7. Deloitte, 2012 8. eMarketer, 2012 9. Nellymoser, 2012
Contact
LivePerson, Inc. 475 Tenth Avenue 5th Floor New York, NY 10018 T: 212.991.1794 F: 212.609.4233 info@liveperson.com www.liveperson.com