Closing Big Sales—and Pleasing the CEO—With a New Live Chat Channel
公司规模
11-200
地区
- America
国家
- Canada
产品
- GenoLogics LIMS
技术栈
- Cloud-based software
- LivePerson digital engagement solution
- LiveEngage platform
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Revenue Growth
技术
- 应用基础设施与中间件 - 数据交换与集成
- 平台即服务 (PaaS) - 数据管理平台
适用行业
- 医疗保健和医院
- 生命科学
适用功能
- 商业运营
- 销售与市场营销
服务
- 云规划/设计/实施服务
关于客户
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.
挑战
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.
解决方案
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.
运营影响
数量效益
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