chicago user group

Chicago User Group
LP Mobile Each Month…
60 Million
Visits Monitored
4 Million
Messages Sent
Defining “Mobile”
What is “Mobile” Today?
Why Mobile?
What can you do about it?
Understanding the mobile adoption curve
 Where are you on the mobile/tablet adoption curve?
 Desktop website only
 m dot website (and/or t dot website for tablets)
 Responsive web design
 Native iOS, Android apps
Understanding Mobile Web Differences
Responsive design (RWD)
- Same url but different experiences for mobile, tablet, & desktop.
Mobile optimized site? (“M dot” or m. site)
- Probably two different urls (m. vs www.) separate code base
(tablets probably just use the www. site)
Desktop only site
- No mobile or tablet specific experience, but mobile & tablet
visitors use the site by pinching & zooming. ie… all websites are at
least visited by visitors on mobile devices.
Understand Native or Mobile Web?
Understand Your Mobile Properties – by the numbers
iOS App
Android App
Daily Visits:
Daily Calls:
Daily Emails:
Daily Feedback:
Daily Visits:
Daily Calls:
Daily Emails:
Daily Feedback:
Mobile Optimized Web
Tablet Web
Monthly Visits:
- % iOS vs Android
Daily Calls:
Daily Emails:
Daily Feedback:
Monthly Visits:
- % iOS vs. Android
Daily Calls:
Daily Emails:
Daily Feedback:
Desktop Total
Daily Visits:
Daily Calls:
Daily Emails:
Daily Feedback:
Mobile Chat Primary Goal
Goal: Provide visitors with choice of channel
How can LivePerson help?
BlizzardMobile & LP Mobile
LP Mobile Live Demo
Why introduce chat as a channel on mobile?
Improve CSAT
Improved User Experience
Increase Sales
Mobile Conversion Enhancement
Optimizing/Deploying Successful
Mobile Chat Program
Mobile Must Haves
Mobile Features
Key enhancements to mobile experience
Mobile Optimization
Tweak the LP Admin for mobile success
Mobile Features
Button Funnel
Gain understanding of how your customers are
using chat by understanding how often they’re
seeing chat buttons & how often they’re tapping
to chat. (iOS Native & Mobile Web)
Report when a visitor makes a purchase.
Identify agent assisted purchases and reward
your best agents based on performance.
Mobile Features
Custom logo
Live Chat with Us
Custom Buttons
The same pre/offline/exit surveys utilized by
customers on the desktop web have been redesigned for a mobile first experience. (iOS
Native & Mobile Web)
Provide a custom logo for your brand to take top
billing and bury the LIVEPERSON logo from the
main chat screens. (iOS Native & Mobile Web)
Create an integrated experience by using a
custom button to start chat. (iOS Native, Android
& Mobile Web)
Mobile Features
Full Visitor UI Translation
10 Supported
site support
Based on device language
English, Spanish, French, Dutch, German,
Italian, Portuguese, Japanese, Chinese,
Korean available
For websites that are not responsive or mobile
optimized, this option will the enable mobile
optimized chat overlay for iPhone & iPad visitors
Mobile iOS Features
Optional Chat
Notification Type
When a visitor is actively chatting, but browsing
the app/site. Determine how the chat UI should
react on incoming message… open up UI or
display notification. (iOS Native & HTML)
Call Deflection
Automatically report if a visitor places a call to
your customer support lines from within your
app. (iOS native only)
Optionally allow visitors to send agents photos
Photo Sharing
Send a photo of a statement
Send a photo of an itinerary/reservation
Send a photo of a part or product
Mobile iOS Features
Custom URL
Scheme Links
Send Web
Allow agents to send down links that direct
visitors internally in the application. Seamlessly
lead visitors to important pages.
Extend the functionality of your native app by
allowing agents to send down web content to
your visitors. Send videos, forms all while staying
in the app & engaged in chat (iOS Native).
Benefits of a “mobile” profile
 Direct mobile visitors to a mobile only skill
 Canned answers
 System messages
 Surveys
 (Remove HTML formatting)
Benefits of a “mobile” report target
 Segment reports by creating mobile report targets
 Button chat pipeline
 Conversion reporting
Benefits of a “mobile” agent training
 Agents should respond differently to mobile customers
 Be aware of your mobile site’s limitations
 Conventions of mobile chat are different… shorter
 Not all desktop features work on mobile
 Provide an iPod touch or device to test mobile
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