Case Study: Plusnet increases online sales and reduces costs with LivePerson LiveEngage

Plusnet accelerates online sales and reduces costs with LivePerson

Plusnet, a fast-growing UK broadband and phone provider and one of the country’s largest ISPs, faced a surge in sales volume that its lengthy online registration process couldn’t handle. Customers were taking around 25 minutes to sign up through a 14–16 page journey, driving up contact-centre calls and hurting conversion rates.

Plusnet implemented LivePerson’s LiveEngage live chat with predictive targeting on a pay-for-performance basis, enabling timely, personalized interventions during registration. The result: conversion times fell 30–40%, live chat now drives 10% of online sales, customer satisfaction scores are high, and unresolved queries have dropped dramatically.

Plusnet

Ben Fretwell

Ecommerce Manager