The Rubber Meets the Road with Live Engagement and Predictive Intelligent Targeting
公司规模
Large Corporate
地区
- America
国家
- United States
产品
- LiveEngage
技术栈
- Predictive Intelligent Targeting
- Enrichment Analytics
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Revenue Growth
技术
- 平台即服务 (PaaS) - 连接平台
适用行业
- 汽车
- 零售
适用功能
- 销售与市场营销
服务
- 系统集成
- 培训
关于客户
Discount Tire Direct is a subsidiary of Discount Tire Company, founded in 1960 and headquartered in Phoenix, Arizona. The company has over 875 stores in 29 states. Initially, the primary revenue channel for Discount Tire Direct was print ads in Car and Driver, Road and Track, and other magazines. However, with the advent of the internet, the company recognized that its customers wanted not only information but also the ability to conduct transactions from the website. Consequently, they launched an e-commerce element in late 2002. The company is very much focused on customers and employees, maintaining a customer satisfaction rate in excess of 98 percent.
挑战
Discount Tire Direct, a subsidiary of Discount Tire Company, was facing challenges in delivering an outstanding digital customer experience and increasing e-commerce conversion rates. The company wanted to maintain high in-store customer satisfaction rates via digital channels. They had experimented with an on-premise live chat solution when they initially added e-commerce to their website in 2003, but it was simply a passive button called Click to Talk and was soon removed. In late 2011, they decided to revisit the use of live chat deployment on their website to rethink how they engaged customers on their website, seeking to make it the best buying experience possible for their customers.
解决方案
Discount Tire Direct implemented LiveEngage, a platform that includes proactive live chat based on rules and enrichment analytics. The initial deployment of LiveEngage proved highly successful, with average order value jumping 25 percent and conversion rates increasing more than 18 percent with live chat. Later, the company added Predictive Intelligent Targeting to their solution, which is an algorithm technology that examines visitor behavior patterns, interaction records, and other historical data. This led to another four to six percent increase in conversion rates and a higher chat acceptance rate. The company also created a process for analysis of live chat conversations, often called enrichment analytics, to improve customer service.
运营影响
数量效益
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