Intuit wanted to "humanize" the web experience. With LivePerson's LiveChat solution, Intuit was able to leverage the technology to connect customers to customer service reps, who then were able to help customers purchase the product. Intuit was able to extend the reach of digital engagement as well as an improved web experience that has evolved into a "shop-buy-use" model.
Since deploying LivePerson in 2007, which eventually covered 12 different lines of business, Intuit has witnessed a 25% increase in conversion rates and 20% improvement in customer satisfaction scores. Seeking to improve customer experience even further, Intuit recently consolidated 12 live chat operations across each of its business lines into one Chat Center of Excellence for additional CSAT and conversion rate improvement