Company Size
1,000+
Region
- Europe
Country
- United Kingdom
Product
- LiveEngage
Tech Stack
- Live Chat
- Predictive Modelling
- Analytics
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
- Revenue Growth
Technology Category
- Analytics & Modeling - Predictive Analytics
- Analytics & Modeling - Real Time Analytics
- Platform as a Service (PaaS) - Connectivity Platforms
Applicable Industries
- Telecommunications
Applicable Functions
- Sales & Marketing
Services
- Cloud Planning, Design & Implementation Services
About The Customer
EE, formerly Everything Everywhere, is a UK-based digital communications company. It was established as a joint venture, bringing together the UK businesses of Orange and T-Mobile. EE was the first UK telecoms operator to launch a superfast 4G network and with a £1.5bn investment programme underway, the service is already available to over 60% of the population. Sitting alongside this 4G connectivity is a fixed line, fibre optic broadband network, currently available to 15 million homes. With state-of-the-art infrastructure in place, EE is pledged to offer its customers – currently numbering 27 million – the very best quality of service through the web, mobile apps, the phone and bricks and mortar stores. And within that goal, EE has made it a priority to build a personalised service that is trusted by and relevant to its customers.
The Challenge
EE, a UK-based digital communications company, was looking to establish its brand and enhance its customer service across all channels. The company registers around 86 million customer conversations via online and offline channels annually. EE saw Live Chat as an important new way to establish high levels of customer satisfaction in relation to transactional queries and general enquiries on the site. The challenge was to fully establish the brand in the minds of consumers, which only arrived on the scene in October 2012 with the launch of 4G. In addition to branding, EE wanted to be considered best in service across all channels.
The Solution
EE uses LivePerson’s LiveEngage platform to support its sales and upgrade operations by offering enhanced service to customers visiting its website. LivePerson provides predictive modelling and analytics, enabling EE to identify customers whose behaviours indicates they may require help with the purchase decision. This is achieved by tracking the activity of individuals as they move through the site. Behaviours such as lingering on a page for a longer than average time or the triggering of multiple error messages can be a strong indicator that assistance is needed. At these points, invitations to chat are served pro-actively. By offering help when it is most needed, EE has succeeded in raising sales, while also improving customer satisfaction rates and enhancing perception of the EE brand. Equally important, each engagement is unique to the individual, ensuring a personalised and therefore relevant experience.
Operational Impact
Quantitative Benefit
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