LivePerson
Industry
Telecommunications
Building Virgin Media’s Conversational Selling Machine
Summary
Between 2016 and 2021, Virgin Media UK developed a conversational selling machine to optimize digital sales-assisted conversions, automating and personalizing conversations to improve customer experie...
Products
Software
Conversational Cloud platform
A suite of tools including Intent Manager, Performance Optimizer, and Conversation Assist used to optimize asynchronous messaging and automate sales conversations.
Challenges
- Need to optimize digital sales-assisted conversions
- Lack of real-time visibility into operations
1 more challenges available
Solutions
- Implemented web chat and asynchronous messaging
- Deployed real-time monitoring and analytics platform
- Migrated to cloud-based scalable infrastructure
2 more solutions available
Outcomes
- Increased incremental sales through messaging by 20%
- Achieved 24/7 real-time visibility and monitoring
- Successfully scaled operations to support 3x growth
- Decreased operational costs by 40% annually
3 more outcomes available
Target Organization
Virgin Media UK
Description: A telecommunications company providing fixed and mobile telephone, television, and broadband internet services in the United Kingdom.
Industry:Telecommunications