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CallOut D.3.2 - A - Listen to the Voice of Your Customer

CallOut D.3.2 - A - Listen to the Voice of Your Customer

Listen to the Voice of Your Customer

Callout M - E.1.A - ICON Case Study

Callout M - E.1.A - ICON Case Study

Case Study

“LivePerson was the clear industry leader and their ability to prove incremental revenue increases and return on investment with reporting and scorecards made them a natural fit for ICON’s needs.”

-Jared Pratt
CRM Manager at ICON

Download PDF
Understanding the motivations that drive your customers and what each individual wants to achieve by interacting with you is key to building successful business relationships. The LiveEngage platform provides multiple opportunities for you to solicit and listen to the Voice of the Customer – both the new customers you are working to acquire and the current customers whose loyalty you want to develop and maintain.

Customers communicate a lot about themselves and what they are looking for by what they “say,” by what they do, and even by where they choose to interact. LivePerson gives you the tools to capture and make sense of that information.

CallOut D.3.2 - C - What they say

CallOut D.3.2 - C - What they say

What They Say

Every interaction is an opportunity for your customers and website visitors to ask and answer questions and voice their opinions and comments. You can learn a lot about your customers and their attitudes and objectives from:

  • Pre-chat surveys
  • Chat transcripts
  • Voice transcripts
  • Emails
  • Posts on message boards and social media
  • Exit surveys

CallOut D.3.2 - D - What They Do

CallOut D.3.2 - D - What They Do

What They Do
Infographic of what they do

Everything your visitors do that brings them to your site tells you something important about who they are and what they want, and analysis of the actions they take while there can be even more informative. LivePerson records comprehensive data on visitor behavior:

  • Point of access, e.g., search engine, keyword, referring URL
  • Geographical location
  • Time of previous visits
  • Page views
  • Navigation on site
  • Time on page and on site
  • Shopping cart placements
  • Invitations received
  • Chat and click-to-call engagements
  • Content they’ve been exposed to
  • And more

CallOut D.3.2 - E - Where They Do It

CallOut D.3.2 - E - Where They Do It

Where They Do It

These days, it is standard practice for your customers to speak about your company and products not only to your agents but also to a worldwide community of potential fellow customers through user communities and social media like Facebook and Twitter. The LiveEngage platform also has capabilities for monitoring and responding to what your customers have to say anywhere online, including:

  • Inquiries about assembly, installation and use information for your product
  • Requests for troubleshooting assistance
  • Responses to other members’ inquiries
  • Testimonials about good or bad experiences with your product
  • Blog posts

Callout M - E.1.A - Targeting_fr

Callout M - E.1.A - Targeting_fr

Ciblage
Icône ou extrait du graphique de ciblage en PDF

La plate-forme LiveEngage supporte le ciblage prédictif et le ciblage par règles.

Callout - M - E.1.A - Segmentation_fr

Callout - M - E.1.A - Segmentation_fr

Segmentation
Icône ou extrait du graphique de notation en PDF

Utilisez la plate-forme LiveEngage pour obtenir les scores en temps réel ou les segments définis de visiteurs et configurer l'application adaptée pour établir le contact avec ces visiteurs.

Data Collection