chat-contact_block



960 Home

LivePerson

HP.1 Motto

HP.1 Motto

LivePerson creates meaningful, real time customer connections that help businesses increase conversions and improve consumer experience.

HP_CustomerSuccess_Quote

An unassisted digital journey can be lonely and there is no better way than providing a service that can bring a smile to digital. Understand what your customers want from digital channels and be there 24/7. Customers want the same service no matter what device they are on and no matter what time of day it is.

 - Sarah Evans
Head of Webchat & Social Media
RBS

Callout - M - HomePage SKY.IBM.SNAFISH

Callout - M - HomePage SKY.IBM.SNAFISH

Norm Happ, VP of Small Business Financial Solution Groups, Intuit discusses creating a more "human" experience online with customers

Watch Now

Kristy Traill, Chief Customer Advocate at Snapfish, explains how leveraging information from LP Insights helped optimize the customer experience online

Watch Now

John Giddings, General Manager, Virgin Atlantic Contact Centres, shares how they increased NPS, conversions and CSAT with digital engagement

Watch Now

The Connected Customer Blog

April 22, 2014

As consumers we know that when we’re making an online purchase, we want the experience to be intuitive, easy, and quick. We want to be able to research and buy seamlessly… but there are a few critical circumstances where access to a support agent is necessary, and we want that support to be relevant, and in real-time.

While great self-service tools on your website may work most of the time, there are certain moments when your customers need digital support from a live person. According to LivePerson research, an overwhelming “88% say having live chat makes the digital experience better.”

Yet, many businesses still don’t have the live, human resources to deliver personalized chat to every customer. This is where the ability to intelligently (and proactively) prioritize certain customers in certain scenarios helps businesses align resources. We call it the high-impact scenarios. In the words of my colleague, Alon Waks, high impact customers have the “highest intent to purchase, are the most valuable and provide the most impact to your bottom line.”

April 15, 2014

When the latest season of Game of Thrones invaded television earlier this month, I was just emerging from my own trenches after launching a video interview with our CEO, Robert LoCascio, on the potential of human touch in driving digital engagement: The Human Touch – Gateway to Customer Loyalty. I could not have been in a more distant world.

Yet, I truly love Game of Thrones. For the unenlightened, it is about the struggle for power among noble families, juxtaposed against a fantastical backdrop that vaguely resembles medieval Europe—give or take a few dragons and zombie-like beings called White Walkers. Characters are complex, where almost none are truly good or evil, and dialogues are replete with wisdom.

While the number of takeaways from the epic fantasy is almost incalculable, I’ve narrowed it down to 3 that apply to driving customer engagement in our dynamic digital marketplace. SPOILER ALERT: continue at your own peril if you are not up-to-date with the series.

HP.5 - 2Col

HP.5 - 2Col

HP6-Corp_Logo