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Media Coverage

Wednesday, May 4, 2016
Mobile Commerce Daily

As mobile messaging has made a significant impact on the way consumers interact with each other and how they want to interact with brands, The Limited launched a chat initiated on its site to provide a more effective method of customer service and saw positive results. The retailer saw an average order value with a customer interacting through its chat of $133, compared to an average of $106 for those who did not. “We implemented LivePerson messaging solutions so that our customers could shop and engage with us in a way that really aligns to their lifestyle,” said Dawne Brooks, manager of e-commerce and client relations operations at The Limited. “Our demographic includes everyone from college students, to those starting their first jobs, to the CEO of a company.

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Monday, May 2, 2016
L2 Inc

When Mark Zuckerberg announced new tools letting developers build chat bots for Messenger, he demonstrated how a consumer could use a brand’s bot to order flowers: “You never have to call 1-800-FLOWERS again.” But behind the scenes, a human observed each interaction, ready to address any request the bot could not process. The 1-800-FLOWERS bot integrates messaging platform LivePerson, which automates simpler tasks – ordering roses for Mother’s Day, for example – but depends on live agents to carry out more complex ones, such as when your flowers fail to arrive or you are overcharged.

“When consumers try to use a bot or virtual agent, there is a high error rate, which drives low customer satisfaction and ultimately a very expensive phone call,” LivePerson founder Robert LoCascio said. “There’s a lot of startup thinking around bots, but relationships are built with connections with a human.”

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Wednesday, April 20, 2016
The Hub

Voice is dead?  Well, not quite yet.  According to Rob LoCascio, founder and CEO of New York-based customer engagement vendor LivePerson, contact between customers and businesses is still 90 percent via voice. Indeed, large companies like banks are still spending billions of dollars fielding voice calls (at an estimated average $6 per call). It's a cost to the business, and what's more: "People are more frustrated than ever."

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Monday, April 11, 2016
CDK Global

More than 73 percent of consumers prefer to do business with brands that make their shopping experience more relevant, and through CDK Global’s new personalization capabilities and expanded Consumer Interest Network, car shoppers will now receive content, offers and information relevant to where they are in the buying and ownership process. CDK can now personalize the online consumer experience for dealerships’ new and used car sales and parts and service profit centers.

“Personalization pays for car dealers, and it’s something that consumers have come to expect,” said Max Steckler, vice president of product management at CDK Global. “According to our research, consumers who experience personalization engage with 53 percent more VINs and perform 58 percent more vehicle searches on dealer sites. Additionally, we’ve found that there is a 28 percent increase in likely buyers for dealers who have implemented our personalization solutions.”

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Thursday, March 17, 2016
PR Newswire

Dealer.com, a Cox Automotive brand, today announced the company has partnered with Contact at Once! to offer the provider's chat and text solutions, including a number of Contact At Once! packages that are integrated with Dealer.com websites. "Contact at Once! has a history of delivering leading chat and text products and services," said Wayne Pastore, senior vice president, Dealer.com. "The Contact at Once! tools allow us to give dealers a powerful, convenient and mobile solution to better connect one-on-one and service car buyers wherever they are, whenever they need help."

This is not the first alliance for Contact At Once! and Dealer.com. In 2013, the companies worked together to incorporate chat in Dealer.com's Control Center, making it simple for customers to use instant messaging to connect with car shoppers and view the impact of chat performance. Dealer.com clients will now be able to select from options that include fully managed and co-managed chat and text. According to John Hanger, general manager, Contact At Once!, "Those services can help dealers round out a comprehensive solution for connecting with online and mobile shoppers. Dealer.com understands the power of giving consumers the options to chat and text and wants to make the implementation, from integration to invoicing, straightforward for their dealer clients. We are proud to be selected as their provider."

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Tuesday, January 26, 2016
Inc Magazine

When Robert LoCascio started surfing the internet back in 1993, he thought, "This is awesome--but where are the people?" They were chatting in forums with one another, but there was no connection between consumers and companies that were selling things or services online; 800 numbers owned that role. LoCascio thought that offering companies a chat platform would let them better manage the relationship. Now, New York City-based LivePerson has revenue of $250 million and 1,000 employees in eight countries, giving heft to LoCascio's theory that no one wants to be put on hold.

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Friday, January 22, 2016
Technology Spectator

For today’s smartphone-enabled customers, the voice call is just one of a number of communication channels and increasing evidence suggests that online messaging is often the preferred option among customers. In fact, Forrester predicted that with more than one billion users combined, on consumer messaging apps including WeChat, Line, KakaoTalk, Viber and WhatsApp, this year more organisations than every before will be realising the benefits of leveraging mobile messaging apps for customer engagement, especially in APAC.

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Tuesday, October 27, 2015
Retail Touchpoints

This past week I attended the day-long Aspire event in New York City. The hundreds of attendees were arranged in small groups of eight to 10 people, and the moderator posed one of those ice-breaker questions designed to stimulate conversation: "What would you do if you were given a two-month 'break' from your life, with no responsibilities, and money was no object?" Turns out the two-month time period wasn't chosen at random. That's approximately how long each of us spends on hold during our lifetimes. Frankly, given how time stretches when I'm waiting for tech support, I would have thought the total would be even longer.

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Saturday, October 24, 2015
Bloomberg Business

LoCascio’s 2012 plan was to turn LivePerson into a mobile platform -- or, as he puts it, “the Whatsapp" of consumer communication. He’s been rolling out the new platform to existing customers, which include companies like International Business Machines Corp. and Royal Bank of Scotland Group Plc. He’s redesigned the chat software for mobile phones and made it part of a broader platform called LiveEngage. The software uses data analytics so companies can monitor customers’ online activity and tailor interactions accordingly, like showing them coupons related to their browsing.

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Thursday, September 24, 2015
CMO.com

Last year, Nielsen reported, 22% of consumers began their holiday shopping as early as October. That percentage is expected to increase this year. For marketers looking to capitalize, it is important to remember that the rules of engagement change when it comes to holiday shoppers. So, to help make the holidays very merry for our readers, here's a list of 10 tips from industry experts for ways to ensure that your holiday marketing result in cheer.

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