With the popular National Do Not Call Registry about to block out millions of phone numbers from telemarketers, how can marketers pick up the slack? LivePerson Inc. says one way is through its new live chat tool for web site lead generation.
“The Do Not Call Registry has caused marketers to scramble to find profitable alternatives to telemarketing as a lead generation method,” a LivePerson spokeswoman says. “One place that they are beginning to turn is to their own web sites.”
The LivePerson Sales Edition live chat application is designed to mimic outbound telesales efforts by using pro-active live chat capabilities combined with business intelligence based on known shopping behavior, the company says. Using a combination of real-time interaction and web site analytics, web site operators can analyze a customer’s online viewing pattern, shopping history and other data to determine when a shopper is a strong prospect before inviting the shopper into a live chat session, LivePerson says. In this way, an e-retailer can maximize use of its live-chat staff to concentrate on visitors most likely to make a purchase, LivePerson says.
“LivePerson Sales Edition allows clients to deliver real-time sales support to their customers who are at or near their purchase decision,” says Tony Pante, senior vice president of product marketing and strategy. “It allows our customers to proactively engage those customers who have already indicated interest in a product or service via their web behavior.” He adds that LivePerson clients such as regional telephone company Bell South, which uses it to promote sales of Internet access services, have realized sales conversion rates exceeding their telesales efforts.
The Do Not Call Registry, which begins blocking telemarketing calls on Oct. 1, already includes nearly 50 million telephone numbers. It’s projected to exceed 60 million by next summer, covering about 60% of U.S. households.
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