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Creating a Stylistic Digital Engagement Experience
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Consumer Goods
Applicable Functions
- Sales & Marketing
Services
- Software Design & Engineering Services
The Challenge
Shortcuts, a software provider for the hair, beauty, and spa industries, wanted to increase sales and provide a non-intrusive way for potential customers to have their questions answered. The company decided to deploy a live chat engagement channel to provide 24-hour sales support from three locations worldwide. The goal was to field an average of 15 to 20 live chat conversations daily, with the hope of generating qualified leads and sales. The challenge was to find a suitable live chat solution and integrate it into their existing system.
About The Customer
Shortcuts is a software solutions provider for the hair, beauty, and spa industries. Founded in 1993 by a hairdresser named Jo Burgess, the company has grown to serve 14,000 customers in 45 countries from its headquarters in Brisbane, Australia, and offices in Manchester, U.K., and Huntington Beach, California. The company's solutions cover everything needed to run a successful salon, including appointment booking, cash register, tracking and ordering of supplies and inventory, marketing and loyalty programs, reporting, and more. The firm’s cloud-based booking system generates over $3 million in bookings each month.
The Solution
Shortcuts deployed a live chat solution from LivePerson, providing a 24-hour sales support channel from three locations worldwide. The company purchased three concurrent agents of the LivePerson LiveEngage platform and deployed them as part of a newly redesigned website. The live chat is available to website visitors 24 hours a day, staffed during local business hours at each location. In addition to the static Click-to-Chat buttons on the Shortcuts website, the company also extends proactive chat invitations to high-value visitors. The company also plans to integrate the new CRM with the LiveEngage platform to automate some of the lead generation process.
Operational Impact
Quantitative Benefit
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