- LivePerson

LivePerson & IntelliResponse
Convert More Website Visitors to Applicants
LivePerson and IntelliResponse have teamed up to
deliver an online recruitment solution for educational
institutions that combines IntelliResponse Instant
Answer Agent technology with the live chat and
voice capabilities of LivePerson to reduce website
abandonment, increase online application completion
rates and maximize agent productivity.
The Partners
IntelliResponse
IntelliResponse’s award-winning interactive self-service solution
reduces early abandonment on websites by engaging visitors
who want accurate, concise answers to their initial “qualification”
questions, before they are willing to speak to a counselor.
IntelliResponse allows visitors to ask questions in natural
language, and get One Right Answer to their questions. Initially
targeting the GenY demographic, the most demanding and
coveted online consumer, IntelliResponse has implemented
over 200 systems at some of the largest and most prestigious
Universities and Colleges in North America, including Temple
University, Penn State, The Ohio State University, University of
British Columba, Athabasca University, University of Toronto as
well as some of the largest commercial organizations in
the world such as ING Direct, TD Canada Trust, Scotiabank,
CIBC and Enbridge.
LivePerson
LivePerson provides online engagement solutions that
facilitate real-time communication between websites and
their visitors. Online representatives can engage website
visitors using chat or voice channels. A host of productivity
tools enable representatives to answer visitor questions
quickly and accurately, and to engage with multiple visitors
simultaneously. Every month, LivePerson helps millions of
people succeed online; more than 7,000 companies, including
EarthLink, Hewlett-Packard, Microsoft, Qwest, and Verizon, rely
on LivePerson to maximize the impact of the online channel.
LivePerson is deployed at over 400 educational institutions,
including Boston University, Temple University, Virginia Tech,
University of New Orleans, University of Maryland, Berkeley
College and James Madison University.
The Integrated Solution
Most prospective students prefer to initially research their
educational options on their own using the Web. In fact, 50
percent of students and parents indicate that the Web is their
primary resource for researching schools. To meet the demands
of today’s students, institutions have built self-help tools that
enable website visitors to find the answers they need. Students
expect websites to answer their questions – and to answer
them quickly and succinctly. If not, they will move on to the
next site. At the same time, educational institutions want to
identify and engage potential applicants while ensuring that
high-value resources are focused on only the most qualified
prospective students.
The combined IntelliResponse and LivePerson solution
allows website visitors in the early research stage to find the
information they need quickly and easily using intuitive and
natural language-based tools provided by IntelliResponse. At any
point, visitors who need additional information, or are ready to
engage with an admissions counselor, can seamlessly escalate
to a live chat or voice interaction using LivePerson. Details of
the visitor’s session are transferred to the counselor, providing
instant insight into the visitor’s interests. The joint solution
delivers an informative and elegant self-service experience for
website visitors, and enables institutions to control the delivery
of qualified prospective students to live representatives.
Benefits of the LivePerson/
IntelliResponse Solution
• 24/7 quality self-service experience
• Streamline recruiting efforts
• Improve student and alumni
online services
• Increase the conversion of prospective students by providing immediate escalation to a live representative
LivePerson & IntelliResponse
Convert More Website Visitors to Applicants
A significant benefit of the joint solution is reduction of
visitor abandonment. Prospective students and their parents
are empowered to get the data points they need to make
decisions, using terms and language of their choosing on
a 24/7 basis. In fact, 30 percent of visitors to pages with
IntelliResponse deployed will use the service to ask questions
and qualify the institution and its offerings. Moreover, by
using the sophisticated self-service tools to pre-qualify visitors,
institutions are assured that their live admissions resources are
able to focus on the most qualified candidates.
The joint solution not only delivers a positive self-service
experience to website visitors, but also provides institutions
with considerable control over determining when and how a
visitor escalates to an interaction with a live representative.
Institutions can enable visitors inquiring about high-value
programs to escalate at-will, or proactively invite visitors after
specific criteria have been met. Circumstances for escalation
may include:
• Risk of abandonment is high when a question
is not answered to the customer’s satisfaction
• Visitor specifically requests to speak with
a live representative
Contacts
LivePerson, Inc.
462 Seventh Avenue
3rd Floor
New York, NY 10018
T: 212.609.4200
F: 212.609.4233
[email protected]
solutions.liveperson.com
IntelliResponse Systems Inc.
T: +1-866-1195 ext. 227
20 Toronto Street
F: +1 519.585.0493
Suite 900
[email protected]
Toronto, ON M5C 2B8
[email protected]
• Visitor exhibits conversion behavior, such as providing
contact information, asking an admissions-related
question or starting an application
Easy access to productivity
tools: Chat, Customer History,
Navigation, Co-Browse,
Operator Alerts.
The IR knowledgebase is the
“Answer Agent” that provides
single, consistent answers to
visitor questions, regardless
of the channel.
LP INT EDU 1108