PAC Web Hosting Ltd. was facing a challenge with its rudimentary live chat solution which was causing website slowdowns. The company wanted to engage with customers in a personal way to increase sales. They were looking to move from a live chat channel to a comprehensive digital engagement strategy. The company needed to replace its live chat solution due to technical problems it was causing on the company’s website.

Landings Credit Union, formerly known as Tempe Schools Credit Union, underwent a name change in 2013 to reflect a broader membership base. However, the organization faced challenges in promoting its new identity due to a limited advertising budget. The credit union wanted to maintain its reputation for personalized customer service while expanding its membership base. It sought to provide a personalized, digital customer service channel to support its corporate initiative to build new membership. The organization's president and CEO, Margaret Hunnicutt, learned about LivePerson at a conference for credit union executives and saw potential in the solution.

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.

Lifeline Australia, a crisis counseling and referral service, wanted to add a live chat channel to its phone counseling services to reach a younger demographic that is less comfortable with calling in by phone. The organization initially tried a rudimentary live chat solution and an internally-developed application, but found these solutions lacking in several ways. The offshore service had slow connectivity and full-time support was difficult to obtain. The in-house system was not built with the right technology skills and had mistakes in the underlying architecture of the platform.

SAHAR, a nonprofit organization based in Israel, was facing the challenge of enabling real-time digital engagement with distressed individuals. They needed to offer mobile chat and leverage data insights to improve chat and information effectiveness. The organization was seeking to connect its network of approximately 100 volunteers with those seeking assistance, and they were conducting approximately 1,000 live chat sessions each month. They needed to add mobile live chat, which was becoming increasingly important for their Arabic-speaking audience who primarily used mobile devices.

Extraco Banks was faced with the challenge of mirroring the customer experience in bank lobbies online. They wanted to ensure ease of implementation and ongoing management of their digital engagement platform. Protecting customer interactions and data was a top priority. The bank also wanted to integrate their digital engagement platform with their existing Jack Henry Banking Online and Mobile solutions platform. The bank's unique SWARM Banking® methodology, which involves employees 'swarming' to where the traffic is and taking each customer through the entire banking experience without handing them off to a colleague, presented additional challenges for digital implementation.

Cvent, a leading cloud-based enterprise event management platform, was facing a high bounce rate on its website. The company wanted to provide a compelling customer experience for its diverse website visitors. The complexity of event planning and the inability to provide pricing on the website made it difficult for visitors to find the information they needed. The company had tried another live chat product but found it lacking in several areas. The company needed a solution that was cloud-based, scalable, with robust reporting capabilities and the ability to integrate with its existing and planned digital marketing infrastructure.

United Way of Greater Atlanta, one of the largest United Way agencies in the United States, wanted to expand on the tremendous success of its 211 telephone referral program, which connects community members with a wide variety of social services. The agency realized that it could build on the success of the 211 program and extend its benefits to a larger population by revamping its website and adding online engagement options. The agency underwent 18 months of strategic planning, fundraising, and development work before launching its new online portal in April 2011. The agency added access to services by email, text message, and live chat.

Nine West Group, a division of Nine West Holdings, Inc., aimed to increase e-commerce sales for its Ninewest.com website while building brand value in support of more sales at partner retailers. The company wanted to provide an optimal e-commerce experience to drive incremental revenue, build brand satisfaction for future in-store purchases, and reduce support costs while improving customer service. The challenge was to stay competitive in e-commerce, which has become more complex over the years. The company needed to consider what their site looks like on a variety of screens—desktop, laptop, tablet, and smartphone—as well as a variety of operating systems. Today’s customers expect to be able to access real-time help at the touch of a button.

Traeger Pellet Grills, a company that markets outdoor cooking grills, was looking to grow its e-commerce sales and make customer service more efficient and effective. They wanted to launch a live chat channel to provide an efficient and effective channel for customer service, increase e-commerce sales with a sales support channel, and protect and support a brand that has intensely loyal followers. The company had a website but it was not doing much e-commerce. The focus was on pointing people to their dealer network. However, they wanted to take a much more aggressive approach to direct selling.

The Michigan Legal Help Program was established to provide legal information for citizens who find themselves in the civil court system without a lawyer. The program offers a variety of resources, including informational content, referrals to legal services organizations, and automated online legal forms and documents. However, the complexity of these resources and the variables in people’s situations often led to questions and difficulties in navigation. The five-person staff of the Michigan Legal Help Program did not have the capacity to field inquiries from the public. The organization needed a cost-effective channel to answer legal information questions, help visitors navigate the tools available, and ensure that volunteer agents could log into the platform from anywhere.

Lancôme, a globally recognized brand for its upscale line of cosmetics and fragrances, wanted to extend its well-known personalized customer experience to its online shoppers. The company aimed to build in-store and e-commerce sales through digital engagement and support the “inner nature” of the Lancôme brand, individualized service, for online customers. They wanted to provide an intimate channel to help customers open up. The team knew that live chat would be one way to accomplish this. They felt that women might open up more fully with live chat, and explore what they really want. The team began a formal evaluation of live chat solutions in early 2012, and they had some detailed requirements. They wanted to have proactive chat with robust targeting, a customized live chat experience for mobile devices, the ability to push marketing content to selected visitors, and extensive reporting and data analysis capabilities.

Shortcuts, a software provider for the hair, beauty, and spa industries, wanted to increase sales and provide a non-intrusive way for potential customers to have their questions answered. The company decided to deploy a live chat engagement channel to provide 24-hour sales support from three locations worldwide. The goal was to field an average of 15 to 20 live chat conversations daily, with the hope of generating qualified leads and sales. The challenge was to find a suitable live chat solution and integrate it into their existing system.

eUKhost, a leading web hosting solutions provider, was facing a challenge of managing a large and continually growing client base. The volume of incoming calls and emails was increasing steadily, with the website averaging over 85,000 unique visitors each month. This led to a need for improving customer satisfaction by speeding up response times. Additionally, there was an opportunity to improve conversion rates by guiding visitors along the ordering process.

IPSL, one of the UK’s largest suppliers of PVC wall and ceiling cladding panels, relies on internet sales for 75% of their revenue and as the primary source of first-time clients. The company makes a significant investment in Google AdWords campaigns, running approximately ten to twelve campaigns, covering over 16,000 keywords in total. However, they experienced a leveling-off of their results—additional budget commitment was not yielding a proportionate increase in conversions. This served to sharpen their focus on how they could increase the ROI of their already-substantial investment in pay-per-click campaigns.

Mantra Group, a leading accommodation provider in Australia and New Zealand, was facing a significant challenge in managing high volumes of incoming traffic to its website. With the majority of hotel reservations and bookings now occurring online in Australia, Mantra had devoted a significant proportion of marketing spend to driving traffic to its site, including regular email activity to a database of over one million subscribers. However, supporting such a vast quantity of people was proving a significant challenge and conversion rates were low. Mantra Group recognised a major opportunity to improve the way it engaged with website visitors in order to provide a more optimal online experience and encourage them to convert.

Exodus, a tour operator that offers small group expeditions led by expert local guides, was facing a challenge with its online customer engagement. The company sells high-end adventure holidays that require a high level of commitment from customers, resulting in low conversion rates on its website. Exodus needed a solution to support and engage with online customers who required extra guidance when booking their adventure holidays. The company was looking for a way to drive sales, improve customer service, and collect valuable data for future promotional activity.

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.

Sun Life Direct, a well-known brand in the UK life assurance sector, was facing a challenge with its digital marketing strategy. The company's customers traditionally applied via telephone or paper from traditional direct marketing advertising. However, with the increasing amount of time consumers now spend online, particularly when it comes to researching and purchasing products, Sun Life Direct realized that it needed to offer an online service to its customers, comparable to its offline one, and maintaining high customer service standards was key to this. The company also wanted to set up a digital platform that would facilitate the marketing of new products to customers with a different demographic profile. Its existing target customers are typically late-adopters of digital technology and sometimes need help in making the switch to online applications. For reasons of cost, expertise and efficiency, online customer service would need to be handled by Sun Life Direct’s existing customer telephone enquiry service, operated by 2Touch, based in Sunderland.

Sunweb Holidays, a popular travel holiday company, was facing challenges in the increasingly competitive online travel industry. The cost of targeting customers had risen significantly, with 50% of the company's marketing budget being spent on Google Ad Words alone, which was not driving the required return on investment. The company also suffered from limited IT agility, with a small local team only able to control the site content via a Content Management System that offered limited personalisation and reporting capabilities. Sunweb Holidays wanted to capitalise on the growing number of visitors to its website and convert them into sales, rather than just focusing on driving traffic to the website.