- Through targeted real-time customer engagement, the Austrian mobile operator increases Average Revenue Per User and reduces customer abandonment.
LONDON, Sept. 25, 2013 /PRNewswire/ -- LivePerson Inc., (NASDAQ:LPSN) a leading provider of digital engagement solutions, today announced that T-Mobile Austria has implemented the LivePerson digital engagement solution to support T-Mobile Austria with their e-commerce optimisation strategy. Austria's second largest mobile operator is employing LivePerson's solution to increase conversion rates while decreasing customer abandonment.
T-Mobile Austria decided to implement LivePerson's digital engagement solutions to better respond to the demands of different customer segments across their associated brands. The company addresses different target groups with their different brands, for example: the T-Mobile brand is known for its innovative smartphones, services and applications, while the tele.ring brand serves those looking for better value for their money. Given the breadth and complexity of the products and services offered, the company faced the challenging task of providing their online customers with detailed product information and responding to customer queries in real time. Up to this point, the company's ecommerce site did not provide any means for customers to ask questions or seek live digital assistance when they had a question about a product or service. The website, as a one-directional communication channel, limited the possibilities of providing special personalised offers and support the real-time needs of online customers.
"With LivePerson we have improved our e-commerce results significantly," says Bernhard Rathmayr, E-Commerce Project Manager at T-Mobile Austria. "By providing support to our online customers and answering questions when needed, we are consistently increasing our online conversions, improving customer satisfaction and creating long-term customer relationships."
By leveraging LivePerson's digital engagement solutions, T-Mobile Austria is able to offer a vast range of contact opportunities to customers, improving their satisfaction. By directly engaging with its customers, the company can also cross-sell and up-sell products and services through chat agents, resulting in increased average order values and Average Revenue Per User.
The online conversion rate of the e-commerce site has also been consistently increasing, achieving rates of up to 10% through chat-assisted conversions of prospective customers. By assisting customers in real time, providing relevant advice and immediately answering their queries, abandonment rates have decreased, as have product returns.
"More than 8,500 companies worldwide today rely on the powerful digital LivePerson platform to increase conversion rates and improve customer experience," says Michael Bommer, Director Central Europe, LivePerson. 'With the help of LivePerson, companies can engage their customers at exactly the right time, and provide meaningful assistance through the channel they prefer, whether it's on social media, mobile devices, or websites. In the age of e-commerce, companies can only retain customers and break away from the competition by offering customers the same rich, and personalised service online that they would receive from a sales person in-store."
Information about T-Mobile Austria
T-Mobile Austria is the second largest mobile operator in Austria with over 4.1 million private and business customers, and employs over 1400 people. The company's brands, "T-Mobile" and "tele.ring", address two different target groups: from the private smart phone consumer and small business user to large listed companies - always with the best offers and services at the 'best network' (Futurezone 2013).
As a subsidiary of Deutsche Telekom AG, T-Mobile benefits from a force of innovation and financial stability of Deutsche Telekom AG one of the largest telecommunications companies in the world. In 2012 the company achieved a 58.2 billion Euro turn-over. T-Mobile Austria acts as a M2M-Expert (Machine-to-Machine) amongst other things for the whole of Deutsche Telekom Group. T-Mobile offers customers extensive solutions through international competence in cloud solutions.
LivePerson, Inc. (NASDAQ: LPSN) offers a cloud-based platform that enables businesses to proactively connect in real-time with their customers via chat, voice, and content delivery at the right time, through the right channel, including websites, social media, and mobile devices. This "intelligent engagement" is driven by real-time behavioral analytics, producing connections based on a true understanding of business objectives and customer needs.
More than 8,500 companies rely on LivePerson's platform to increase conversions and improve customer experience, including Hewlett-Packard, IBM, Microsoft, Verizon, Sky, Walt Disney, PNC, QVC and Orbitz.
LivePerson received the CODiE award for Best Content Management Solution in 2012, and has been named a Market Share Leader by Frost and Sullivan in 2012. LivePerson is headquartered in New York City with offices in San Francisco, Atlanta, Santa Monica, Tel Aviv, London and Melbourne.
For more information, please visit www.liveperson.com. To view other press releases about LivePerson, please visit pr.liveperson.com.
Zoe Bevis / Helen Shafe
Octopus Communications for LivePerson
+44 (00) 845 3700 655
SOURCE LivePerson, Inc.