Conversive Solutions: A Better Answer

Challenge

A spectacular 3D online product display was supported by chat sales agents.  The company's objective was to generate interest for large-ticket sales that would take place offline - but costs for live support were extremely high, especially on a per-lead basis.

Approach

Conversive provided a live and automated online conversational solution, combined with an ability to locate the customer within the online environment, providing context-specific answers.

Results

• 91% of customer interactions successfully handled by Conversive automation
• Substantial linguistic context provided by locating the customer within the online experience
• Questions requiring live support seamless escalated without customer frustration
• Agents able to multitask efficiently
• Specific insights and continuous improvement achieved through Conversive reporting and analytical tools

Challenge

With products sold only in stores, there was little opportunity to drive customer interactions and brand identification on the website.  Conversive was challenged to increase customer interactions, build brand awareness and make the brand fun.

Approach

Conversive created a virtual boat captain who not only had product information, but also told visitors how to tie knots and make a wide range of cocktails, embodying the allure of boating life.

Results

• Site visits increased substantially
• 3 times as many visitor interactions
• Calls to contact center reduced by 50%
• Customer insights increased by review of chat logs

Challenge

Demanding and sophisticated customer base:  Customer's offering required a highly complex informational structure, including product support, technical support and even some regulatory support, with very little live support.

Approach

Conversive developed a strategy to allow as much "in situ" access to information as possible.  Some answers were provided directly, but far more were by navigation to existing knowledge bases, web pages and communities.

Results

• 80% successful automated sessions within 3 weeks of deployment
• Rate of returning visitors climbed from 1.5% in week two to 20% in week eight
• Revealed that existing FAQs did not cover customers' most asked questions
• Provided issue-dependent escalation to knowledge base search, community, phone support and live chat as appropriate

Challenge

Simultaneously provide sales and service for an innovative online technical support offering.

Approach

"Embedded" chat experience allowed both chat automation and live agents to be aware of the visitor's navigation through the site and to respond accordingly.

Results

• 93% accuracy rate in automated responses
• 70% of domain issues deflected
• Online sales process supported
• And all of this achieved by week five after deployment