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  • Thursday, Aug 14, 2014
    Is data your “best friend” and “loyal companion?” In a recent assessment* of marketing, sales and customer service pros, about 21% said yes. Yet, while some are strategically using data to personalize the customer experience online, others are stuck in what we call, a data debacle. More than half of survey respondents are only collecting basic data (such as full names and email addresses).
  • Tuesday, Aug 12, 2014
    Customers want to engage with a live person. They’re tweeting, chatting, calling, emailing – and each expects a personal, instantaneous response. In fact, the window of opportunity for a company to respond to a customer is less than 76 seconds. Wait any longer, and research tells us the customer has likely already moved on to a competitor.
  • Friday, Aug 8, 2014
    There’s a commonality among businesses that are truly making it big: they have mastered the omnichannel customer experience. Look at Amazon, Google, Facebook and Burberry. They’ve taken big strides to meet customers consistently across all channels—especially mobile.  Unfortunately, a recent assessment conducted by LivePerson and  Retail TouchPoints found that only 22% of respondents said their service teams were truly omnichannel.
  • Wednesday, Aug 6, 2014
    They’re in your Facebook feed, your Instagram and Twitter streams—and let’s be honest—you’ve probably snapped a few yourself. The “selfie” is a well-established term (and official, thanks to Oxford Dictionary) in today’s social sphere. Arguably, one of the best things about a selfie: if you don’t like it, you can take it again from a different angle. This got me thinking: what if your business took a digital selfie? What would it look like, and how would it compare to other selfies? 
  • Monday, Aug 4, 2014
    We’re just two months away from Aspire 2014, taking place in NYC on October 8th! In case you missed it, take a look at the exciting agenda featuring four areas of content: the Brand Village, Hero Village, Consumer Village and LiveEngage Village.  If you have attended previous Aspire events in New York, London or Melbourne, you know it’s not your typical conference. Do you remember the Aspire we held a few years ago in a converted warehouse?
  • Thursday, Jul 24, 2014
    Do you speak emoji? The New Yorker wants to know (and so do we). How many emojis do you send via live chat, text or IM on a daily basis? Which ones make your most recently used list? (I’m partial to the salsa dancing emoji myself.) If ‘people don’t use words anymore,’ and emojis will soon replace text—I suppose it’s time to learn the latest language!
  • Monday, Jul 21, 2014
    Plans for Aspire 2014 on October 8 in NYC continue to come together and I’m excited to share the agenda and speakers. Previous Aspire conferences have always been a little unusual -- we pride ourselves in making connection the heart of every LivePerson event. No detail is overlooked, from how our speakers engage the audience, to how the room is designed.
  • Tuesday, Jul 15, 2014
    The Internet as we knew it is no more. Mobile is the new Internet, and it’s better. For years, we’ve heard nonstop buzz around mobile, and as its capabilities and functionalities continue to mature—mobile commands consumer attention and adoption. In late February, CNN Money reported: “Americans used smartphone and tablet apps more than PCs to access the Internet last month—the first time that has ever happened.”
  • Thursday, Jul 10, 2014
    If you’re like me and turn to live chat whenever you need to connect with your favorite brand, chances are you’ve come across a really awesome chat agent or two during your online shopping adventures. I know I have!
  • Friday, Jun 27, 2014
    You may have read headlines last year when Amazon decided to bring an unprecedented service to its Kindle device. “Mayday,” the 24/7, on-demand help button, connects customers to a “live person” through video chat.

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