hybris partners LivePerson to provide digital engagement solutions

hybrishybris will partner intelligent engagement solution provider LivePerson to offer an integrated solution for businesses to optimise the online commerce experience and drive greater return on investment (ROI) to their digital properties.

The hybris Commerce Suite is now fully integrated with LivePerson’s award-winning chat solution and available on the hybris Extend marketplace. The new integration will be essential to e-commerce professionals seeking to differentiate their brands from competitors, enabling them to connect more meaningfully to visitors and delivering a richer, more personalised experience for customers that will drive higher customer satisfaction and greater value to their business.

With LivePerson’s chat solution, merchants are able to increase conversion rates through their online stores and decrease cart abandonment. For example, if a customer is having difficulty locating a particular item, a customer service agent will be alerted and offer immediate assistance with the customer directly through live chat or ‘click to call’. Likewise, customers can engage directly with a customer service agent through a ‘click to chat’ button. To ensure an optimised client engagement, the customer’s page data is dynamically passed through to the agent.

“Building and maintaining a compelling and efficient customer experience requires retailers to be able to respond quickly to customers’ evolving expectations,” said Patrick Finn, Vice President of Channels, Americas at hybris. “The marriage of these two leading platforms further strengthens hybris’ OmniCommerce strategy of speeding time to innovation by providing merchants with a solution that can be installed faster, configured more efficiently and enhanced continuously to meet the needs of customers and the retailer’s business model.”

The LivePerson chat integration on hybris Extend adds significant capabilities for retailers, providing a turnkey implementation for enhanced online customer engagement with consumers connecting with their brand whether it is through PC, smartphone, or tablet.

Integration features include:

  • Out-of-the-box use cases—including cart abandonment, site inactivity, and failed search results—to activate the LivePerson chat service
  • Easy-to-customize rules and triggers
  • Fully functional and documented Javascript codebase

“By partnering with a leading e-commerce platform provider such as hybris, we are able to provide a global base of customers with our best-in-class chat technology,” said John Gray, Head of Global Channels & Business Development at LivePerson. “Through this partnership, we hope to extend and enhance the engagement capabilities of hybris customers, so they can drive higher conversions and deliver a superior customer experience.”