Powered by LivePerson's Timpani(TM) platform, Dodge identifies and engages visitors on the company's Web site seeking information on the new Dodge Nitro mid-sized SUV and proactively offers a live, immediate, text-based chat with a sales support specialist.
Initial results from the early stages of Dodge's live chat implementation have been positive, with 90 percent of those surveyed rating the service as "excellent." Additionally, more than 60 percent of all chat interactions are focused on the Dodge Nitro -- a clear indication that Dodge is identifying and reaching their target audience.
"With approximately five million visitors every month, the Dodge Web site represents our single largest opportunity to connect with potential customers," said Mark Spencer, Senior Manager, Dodge Marketing and Global Communications. "LivePerson's platform allows us to identify and reach out to these online customers in real-time, provide them with the information they need and refer them to a Dodge dealership for additional information."
Proactive chat invitations are driven by a sophisticated business rules engine that identifies visitors based on specific online behavior. For this initial deployment, LivePerson partnered with Dodge to develop business rules to identify visitors with a high level of interest in the Dodge Nitro. Dodge complements their proactive service with live chat buttons placed strategically throughout the site, which are displayed only when agents are available.
"Consumers invest a great deal of time and emotion when shopping for a new automobile," said LivePerson CEO Robert LoCascio. "Dodge recognizes that the online channel is crucial to their sales process and -- as with a bricks-and- mortar dealership -- people respond best when they can interact with a live sales associate."
Dodge partnered with LivePerson to leverage several features of the Timpani platform, including: * A Predictive Dialer that assesses current agent capacity to determine if a visitor should receive a live chat invitation; * A Routing Capability that automatically assigns an accepted chat invitee to the next available agent with appropriate skill sets; * Reporting Capabilities that enable Dodge to review the impact of the channel, while providing visibility to key metrics such as invitation rate, acceptance rate, customer satisfaction and first contact resolution rate; * Operational and Transcript Reporting that allows Dodge to conduct detailed analysis of operational metrics and review chat transcripts for ongoing program optimization; and * Full visibility to the visitor's current Web page and the ability to guide their experience through tools including co-browse, page-push and joint form-fill.
The Timpani(TM) Platform
LivePerson's comprehensive software platform, Timpani(TM), is a fully integrated multi-channel communication solution that facilitates real-time sales, customer service and marketing. Timpani(TM) delivers tools that support and manage all online customer interactions: chat, email and self- service/knowledgebase. By supplying a single agent desktop and unified customer history, Timpani(TM) enables companies to deliver a personalized and seamless service experience.
About the Dodge Nitro
The all-new 2007 Nitro is the first mid-size sport-utility vehicle for Dodge and complements the brand's current lineup of cars, minivans, trucks, commercial vehicles and a full-size SUV. The Dodge Nitro offers many features that are not typical of a mid-size SUV, such as two V-6 engines, 20-inch tires and chrome-clad aluminum wheels and a performance suspension. It also includes many standard safety features, including Electronic Stability Program, Anti- lock Brake System, Electronic Roll Mitigation and side-curtain air bags. The five-passenger Nitro will appeal to customers seeking distinctive style and sporty performance combined with passenger- and cargo-carrying flexibility.
LivePerson is a provider of online conversion solutions. Our hosted software enables companies to identify and proactively engage online visitors- increasing sales, satisfaction and loyalty while reducing service costs. Combining web-interaction technology (chat, email and a self-service knowledgebase) with a deep understanding of consumer behavior and industry best practices, LivePerson's Timpani(TM) platform engages the right customer, at the right time, with the right communications channel. This Engagement Marketing platform creates more relevant, compelling and personalized experiences-converting traffic into revenues, and facilitating real-time sales and customer service. More than 5,000 companies including EarthLink, Hewlett- Packard, Microsoft, Qwest and Verizon, rely on LivePerson to help maximize the return on their marketing and e-commerce investments. LivePerson is headquartered in New York City.
LivePerson and Timpani are trademarks or registered trademarks of LivePerson, Inc. or its affiliates in the United States and/or other countries. All other trademarks referenced herein are the property of their respective owners.
Source: LivePerson, Inc.