Case Study: Cvent achieves lower bounce rates and more leads with LivePerson

Engaging Top-of-the-Funnel Visitors for a Compelling Customer Experience

Cvent, a leading cloud-based enterprise event management platform founded in 1999, faced high bounce rates and difficulty engaging a diverse set of visitors who often needed personalized help and couldn’t find pricing or tailored information. After an unsatisfactory first chat vendor, Cvent required a scalable, secure solution that integrated with Adobe Analytics and Salesforce to capture top-of-funnel interest and generate qualified leads for a long sales cycle.

Cvent deployed LivePerson/LiveEngage—using proactive chat, rules-based targeting, enrichment analytics and content targeting—while iterating on messaging, targeting rules and UI placement and planning Click-to-Call for mobile. The optimized program, staffed by global sales-development agents using canned responses and scorecards, produced dramatically lower bounce rates, higher-than-expected proactive chat acceptance and significant incremental leads without cannibalizing other channels.

Cvent

David Phillips

Sr. Manager, Digital Marketing, Cvent