Case Study: EE achieves 30,000 contract sales and 80%+ customer satisfaction with LivePerson's LiveEngage

EE Boosts Sales and Enhances Customer Service with Digital Engagement

EE, formed from Orange and T‑Mobile and now the UK’s leading digital communications provider, needed a better way to convert and support the large volume of online visitors that contribute to its 86 million annual customer interactions. With a growing 4G network and 27 million customers, EE wanted to strengthen its brand and deliver best‑in‑class service online, so it sought a real‑time engagement solution to raise satisfaction and sales beyond self‑service and traditional channels.

Using LivePerson’s LiveEngage, EE deployed proactive live chat driven by predictive behavioural analytics to invite help at key moments, delivered on a pay‑for‑performance “no win, no fee” model. In 2013 chat generated 30,000 contract sales (≈0.5 sales/agent/hour), achieved conversion rates five times higher than self‑service, upgrade conversions consistently over 40%, CSAT above 80% (83%), and proved roughly 2× as productive as telephone agents and 10× in‑store rates.

EE

Luke Duffell

Ecommerce Engagement Manager