Best-in-class companies know the secret to converting high value visitors: You need to engage them at the moment they are most likely to convert, while they are still on your site. Enterprise companies are re-inventing engagement strategies by moving away from treating website visitors with a “one size fits all” approach. These companies are identifying high impact visitors the moment they click on the web site. The secret to their success is in identifying, segmenting and targeting those who are high impact — shoppers with high shopping cart values, price comparison shoppers, shoppers who want to buy more but have questions — and engage each differently to convert them into lifetime customers. Best-in-class companies who are able to engage live when the stakes are high have successfully converted more of their existing visitors by at least 20%, while increasing average order value by 35%. Get your business ready for high stakes engagement today. Register for this upcoming webinar, led by Alon Waks, Director of Product Marketing and Head of Go-To-Market Strategy for LivePerson as he shares: How to identify the profile and intent of a high stakes visitor; How to intelligently engage the right visitors at the right time to increase conversions and decrease bounce rates; and Real-world examples from Home Depot and Verizon on how to target and engage high impact visitors.

1. #LPTALK
Convert More Visitors
To Customers
Enterprise-Class Secrets To High Impact Targeting
Presented by
Sponsored by

2. Follow this webinar on Twitter
#LPTalk
Demand Gen Report: @DG_Report
LivePerson: @LivePerson
Alon Waks: @AlonWaks

3. Panelists
Moderated by:
Alon Waks,
Director of Product Marketing,
LivePerson
Alicia Fiorletta
Demand Gen Report

4. The Broken Landscape of Digital Engagement
#LPTalk
For every $92 marketers spend
driving traffic to their websites,
they spend only $1 to optimize them.
1 in 20
83%
93%
of your online visitors have a disproportionately high
impact on your business and need to be engaged
need some form of support during their online journey
of consumers see real-time help as being beneficial

5. #LPTalk
“Just
Browsing”
Self-Serve
Purchase
Visitors
intend to buy but
don’t
Leave
Complete
Transaction
Purchase
Intend to
buy but
need help
Abandon
Cart
Right
Engagement
When stakes are high
Engage Live
Complete
Transaction

6. Intelligently Engage
#LPTalk
Multiple-D Algorithm
Predictive:
1D Rules Targeting:
Complex, tedious,
manual updates
Simplified &
automatic
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“Hot Lead”
Visitor Most Likely to Convert

7. How Do You Identify Your Targets?
#LPTalk
Business Goals
• Who fits your
business goals?
• Who of those has
intent to engage, convert?
• Who doesn’t?
• Cart Value > $xx • High
Conversion
• Low Csat
Visitor Traffic
• High LTV
• Loyalty
?
?

8. Intelligently Engage
#LPTalk
Business Goals
Self Learning Algorithm
• 3rd Party Data
• Visitor Profile
• Automatically
identifies audience
• Intent models drive
visitor scoring
• Self learning model
leverages behavior,
visitor data, external
• Cart Value > $xx • High
Conversion
• Low Csat
Visitor Traffic
• High LTV
• Loyalty

9. Intelligently Engage
Provide visitors,
From all the right
engagement type
target the right ones that
Generating rich –
chat, campaign goal
fit theoffer, voice, video –
data, extracted from –
to behavior and value…
by best fit visitor behavior
engagements, to enrich
..at the right location
customer digital investments
and time
Leveraging collaboration
through rich media, show
video, file sharing, screen
share
Using the right
agent/representative, fit
per visitor profile,
language and skills
#LPTalk
Business Goals
• Cart Value > $Xx • High
Conversion
• Low Csat
• High LTV
• Loyalty
Visitor Traffic
?
Enriched Engagement Data
Chat Optimize Agent
Performance
Voice
Personalized Offers
Paid, Organic
Social Strategy
Search
Video
CSAT, FCR
Ratings,
Reviews
Offers

10. Visitor Intent Models – Closer Look
#LPTalk
Business Goal: Conversion
Pending Invite:
Based on agent
availability
Agent Availability: 0
1
Kelly
John
Mary
San Francisco
New York
Kansas
PC
PC
Mobile
Added Items to Cart
Browsed 10 Different
Product Pages
Referral: Free Promotion
Score: 0.5 (Predict Self Serve)
Removes item from
Cart
Score: 0.8 (needs help)
Score: 0.75 (needs help shopping)
On Return Policy Page
Score: 0.2 (low value)

11. The Moment of Truth: Reduce Cart Abandonment and Up-sell
#LPTalk
Home Depot:
Drive cart change
to up-sell
Provide offer to engage
live when changing cart
value, abandonment and
drive upsell.
Customer Item added to cart
browsing
Agent shares
New proactive invite for a
item detailand customer
page
specifications
offering different item
help to
proceeds to view
complete the order
Triggers chat
invitation
Proceeding through
check out process
customer has error on
their credit card
Customer expresses
concern about
original items size
Clicks to “Add to Cart”
Views cart and
removes “ottoman”
item
Item fits customers
need, adds item to
their cart.
Recommended use case

12. Increase mobile conversions with visual engagements
Personal instant
assistance:
Ability to quickly see
customer’s physical
requirements leads to
more highly tailored
recommendations.
Relevant product
Visitor is able to request direct
recommendations drive sales
design consultation on mobile
chat
Instant image in chat allows for
more effective, on point and
personalized product consultation

13. Optimize Customer Acquisition & Reduce Bounce Rate
Verizon: Acquisition
and Bounce Reduction
Capture and Engage with
customers searching for
commoditized products.
#LPTalk
Visitor searches
for commoditized
Personalized offer
product engagement for
Live to differentiate
Rich multimedia to
lingering customer
drive sales closure
Analysis of many
engagements
Paid search
enables to identify
sponsored link
recurring themes
Engaging each traffic with personalized offers
clients see conversion increases of over 25%.
When stakes are high–Engage Live
Recommended use case

14. Increase Revenue per Visitor & Conversions from Paid Search
Cisco: Paid Search
“Customer Intent” driven
engagements lead to higher
conversion rate.
After chat, analysis of
Search shows
engagements helps
price conscious
Personalized offer
identify recurring themes
visitor
to engage
for conversions
Optimize key word ad copy by
matching text to direct
customer feedback.
Great selection including UCSB200 & 5100
Paid search
sponsored link
Analysis helps refine
ad text.
Live engagement
addressing customer
intent
Recommended use case

15. LivePerson Company: Who Are We
Creating Meaningful
Connections…
#LPTalk
Highlights
• 2 billion site visits per month
• 20 million live engagements per month
• Analyzes over 1.2 million documents and chat transcripts per month.
…Between Brands
and Customers...
Customers
• 8,500 customers around the globe, including:
• 8 of the Top 10 Fortune 500 companies
• 10 of the Top 15 Commercial Banks (Fortune 500)
• Top 4 of Top 5 Telecommunication Companies (Fortune 500)
..to Generate Value
• 3 of the Top 5 Internet Service Companies (Fortune 500)

16. Thank You