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Media Coverage

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

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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Monday, September 21, 2015
CMS Wire

"Consumers and their ubiquitous mobile devices have completely changed the face of the retail. Customers have become very comfortable with mobile shopping and the power and convenience of online commerce integrated with social media. Today’s customer is always connected." But mobile doesn't exist in isolation. It's a key element of your overall digital strategyMobile consumers are tech-savvy, time sensitive and informed. They’re also willing to engage and try new brands, so holiday shoppers made happy can become your new lifelong customers.

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Monday, August 17, 2015
Government News

The Department of Human Services (DHS) promised three years ago that it would begin trialling web chat on its website but it is no closer to achieving this aim, despite a gathering momentum of dissatisfaction from people using the My Gov website and DHS mobile apps.The beleaguered benefits giant – which runs critical services such as Medicare, Centrelink and child support – ran a survey in February 2012 and asked 650 customers and staff for ideas on how to improve the DHS website. One of the most popular suggestions was to introduce a live chat function, where people could get help navigating the website in real time without having to spend hours on the phone.

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Wednesday, July 29, 2015

Customer support isn’t just about dealing with problems – it’s about connecting with customers, and can actually be part of a great sales strategy. Tom Byun, GM of small business at LivePerson and former VP and GM of Yahoo! Small Business, joined Ignition to share how small businesses can focus on providing great customer support without sacrificing their acquisition. Tom emphasized that customer support is actually an important vehicle to make sure you’re closing new sales and growing existing sales and relationships.

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Monday, July 27, 2015
CBS Small Business Pulse

What does customer service look like with a 24/7, always-on consumer? Small businesses have to stay on top of this because their bigger competitors are all over it. In today’s constantly connected world, even small customer service issues can go viral, and become big headaches for small businesses just as they can for big ones. At the same time, the growth of social media and messaging gives small businesses the same megaphones and fast-paced 1:1 option of connecting with consumers. Here are five tips to keeping a small business ahead of its competitors on customer service.

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Tuesday, July 21, 2015

All brands going mobile strive to form a deep relationship with consumers. But while everything is going digital and mobile, we have to remember that marketing is about influencing human emotions. Technology shouldn’t replace emotion, but rather work with it. In the past few months there’s been a trend in which more and more mobile apps have introduced human elements. This post discusses a variety of ways in which human traits are manifested throughout different apps, ultimately indicating a new pattern for the brand-consumer relationship.

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