LivePerson - How Customer Care is Driving Revenue With Messaging Channels
Common Sense Virtual Roundtable:

How Customer Care is Driving Revenue with Messaging Channels

April 14th, 2021, Successfully held

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Here’s what we discussed:

Over the past year, consumers have flocked to digital commerce. Despite that, brands everywhere are experiencing the same results – higher costs from the big tech companies to reach consumers, websites that don’t convert well, and apps that consumers won’t use enough.

LivePerson powers brand to consumer conversations for the world’s largest retailers. Brands can move away from synchronous channels like voice and traditional web chat and engage with customers on their time, in the channels they use every day like WhatsApp, SMS, Facebook Messenger, Apple Business Chat, and more. Whether a customer is reaching out for product help, or a brand wants to start a proactive, two-way message about a sale or promotion, LivePerson’s Conversational AI allows brands to optimize sales, care, and marketing operations without sacrificing customer experience.

During this roundtable discussion we covered:
  • How leading brands across every industry – HSBC, The Home Depot, and Delta Airlines and more – are leveraging messaging and AI to reimagine the way they connect with their customers.
  • Why a conversational strategy is vital to future-proofing your business: the power behind utilizing your in-house experts – such as store associates – as messaging agents during downtime or unexpected brick and mortar disruptions.
  • How to harness the power of messaging over the entire customer journey.

Moderated by 

Wee Tee Lim
Area VP, Southeast Asia & HK at LivePerson

Here is what we learned:

What have you seen in the markets in the past 12 months? What insights have you cleaned from your consumers about what they want?

In Singapore, demand for online shopping during the pandemic caused digital plans to be accelerated by 2-3 years. There has been some softening in online demand a bit, but now there’s no expectation of that totally dropping off. In-stores, both scan and go and digital checkout adoption has risen. Although life is getting back to normal, there is a slight dip in pantry sales because people aren’t stockpiling supplies.

Business is getting better in Indonesia, but you cannot compare it to 2020 because business was so bad for a major grocer. Going into the Ramadan holiday, in-store grocery shopping is getting a lot better. Right now, customers come to the store now if they have a goal, and not for the sake of going out. Almost 70% of the conversion rate for this grocer, right now, is digital right. There has been a drop in eCommerce sales on its platform, but it’s being used more as a customer support tool.

For an online beauty and luxury retailer, eCommerce and marketplaces are still going strong in Southeast Asia, but consumers in Hong Kong are not out shopping yet. The lack of tourism has also affected in-store shopping in Southeast Asia. The fragrance market was impacted but is now picking up. The pandemic created a micro-moment where consumers stopped doing business the way they wanted to. In the beauty and fragrance markets, customers replenished online but did not try new things think they would in a store environment.

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We are careful about who we send this key document to. The session notes will be sent based on the request, provided your profile matches our qualification criteria.

About LivePerson:

LivePerson makes life easier for people and brands everywhere through trusted Conversational AI. Our Conversational Cloud platform empowers consumers to stop wasting time on hold or crawling through websites and message their favorite brands instead, just as they do with friends and family. Our 18,000 customers, including leading brands like HSBC, Orange, GM Financial, and The Home Depot, use our conversational solutions to orchestrate humans and AI at scale and create a convenient, deeply personal relationship — a conversational relationship — with their millions of consumers. LivePerson was named to Fast Company’s World’s Most Innovative Companies list in 2020 and is a founding member of EqualAI

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