Case Study: Poder Comercial achieves 3× higher conversions and 40% call deflection with LivePerson

Connecting with Distinct Audiences with Comprehensive Digital Engagement

Poder Comercial, a Mexico City–based distributor of Telcel services for corporate clients and other distributors across Latin America and Spain, wanted to strengthen its reputation for fast, personalized service by adding a real-time digital channel. The company’s goals were to provide intimate, efficient customer engagement, increase sales in both corporate and distributor accounts, and reduce pressure on phone operations.

Poder engaged Grupo Atención to deploy LivePerson’s LiveEngage platform—using Click-to-Chat, rules-based proactive chat and content targeting—starting with a two-agent pilot and iterative testing of targeting, messaging and content. Within six months live chat achieved a 12% conversion rate versus 4% for phone, deflected 40% of phone inquiries, recorded 85% customer satisfaction, and paved the way for CRM integration and planned agent expansion.

Poder Comercial

Edgar Rodriguez

Commercial Analyst, Poder Comercial