Adobe Experiences a 3X Increase in Conversion Rates with Demandbase Live Chat

The Challenge:

Adobe leverages its website to promote the brand and drive demand

Adobe revolutionizes how the world engages with ideas and information. Adobe’s award-winning software and technologies have set the standard for communication and collaboration for more than 25 years, bringing vital and engaging experiences to people across media and to every screen in their lives, at work and at play.

The impact of Adobe® software is evident almost everywhere you look. Whether people are collaborating at work, transacting online, or socializing with friends, businesses use Adobe software and technologies to turn digital interactions into richer, high-value experiences that reach across computing platforms and devices to engage people anywhere, anytime. With a reputation for excellence and a portfolio of many of the most respected and recognizable software brands, Adobe is one of the world’s largest and most diversified software companies.

The Solution:

Integrate the Demandbase Real Time ID Chat Solution into their existing Live Person chat solution

The Demandbase service identifies the company a visitor is coming from in real-time, and delivers the critical firmographic data, such as company size, revenue, industry, location, company name, and status right in to the chat administration window and in the rules engine. With this additional insight into its website traffic, Adobe was able to identify qualified enterprise visitors and proactively offer a chat session.

With just a few clicks, Adobe plugged the Demandbase Real Time ID Chat solution in to the LivePerson prioritization engine. Because the implementation was fast and seamless, the Adobe chat team kept its time and resources focused on engaging the right visitors at the right time, leading to an increased quality of chats, and a dramatic increase in the conversion of visitors to leads.

The Results:

The Demandbase Real Time ID Chat Solution delivers the actionable data on the identity of web visitors required for Adobe to focus on speaking to its target audience right in to their LivePerson chat tool

Additionally, because they know the company and key attributes of the person they are engaging with, chat agents have greater visitor context, which results in more effective conversations and ultimately drives a strong web experience for the visitor. Armed with this new capability, chat-to-qualified lead conversions increased an impressive 3X since implementing the combined Demandbase and LivePerson Chat Solution.
 

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