Closing Big Sales—and Pleasing the CEO—With a New Live Chat Channel
Company Size
11-200
Region
- America
Country
- Canada
Product
- GenoLogics LIMS
Tech Stack
- Cloud-based software
- LivePerson digital engagement solution
- LiveEngage platform
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Revenue Growth
Technology Category
- Application Infrastructure & Middleware - Data Exchange & Integration
- Platform as a Service (PaaS) - Data Management Platforms
Applicable Industries
- Healthcare & Hospitals
- Life Sciences
Applicable Functions
- Business Operation
- Sales & Marketing
Services
- Cloud Planning, Design & Implementation Services
About The Customer
Founded in 2002, GenoLogics is a laboratory information management system (LIMS) provider that offers specialized, cloud-based software for proteomics and genomics laboratories. The company's software is very important in a regulated environment to track every little thing that’s done so that you can provide a detailed report at the end or track the history of a particular sample. GenoLogics' website contains extensive technical documentation of the company’s complex product offerings. While website visitors find the detailed information very helpful, they often want to avoid spending hours wading through many pages of material to find the answer to a single question.
The Challenge
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.
The Solution
GenoLogics deployed a LivePerson digital engagement solution that includes proactive chat invitations extended to visitors who spend significant time on particular Web pages. The LivePerson solution is cloud-based, which makes it easy to deploy, very flexible, and easy to customize. The company's inside sales team fields live chat requests in between their other duties. The team’s shifts are spread out so that coverage is available for most of the business day in North America, Europe, and Asia. Among the agents’ favorite LiveEngage features are push pages and the ability to see a visitor’s navigation history.
Operational Impact
Quantitative Benefit
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