Beau-coup Success Story
Customer Company Size
Mid-size Company
Region
- America
Country
- United States
Product
- LP Chat Premier
- Analytics Driven Engagement (ADE)
Tech Stack
- Google Analytics
- Live Chat Technology
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Retail
Applicable Functions
- Sales & Marketing
Use Cases
- Real-Time Location System (RTLS)
Services
- Software Design & Engineering Services
- System Integration
About The Customer
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.
The Challenge
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.
The Solution
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.
Operational Impact
Quantitative Benefit
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