LP in the News

CallOut E.2 - B - Article 5-21-12

Q & A: Wendy Schratz, e-Experience Director at BSkyB

May 21, 2012

E-Seller

Wendy Schratz, e-Experience Director at BSkyB, tells E-Seller what makes a good experience online and how ‘live chat’ is enriching customer experience.

CallOut E.2 - B - Article 5-7-12

Taking Social Media to a Chattier Level

May 2, 2012

Bank Technology News

Frank Eliason, the customer service genius Citi hired from Comcast two years ago, keeps improving and adding new technology layers to the bank's social media initiatives. The latest innovation: chat tools that work with Twitter and other social media and websites, so that customer conversations can go offline.

CallOut E.2 - B - Article 4-23-12 Bluefly

Bluefly Chats Up Customers to Create a Personalized Shopping Experience

April 23, 2012

1to1 Media

Although Bluefly also offers customers the opportunity to speak with a phone agent, Vodola says the sales conversion of a chat session is up to 8 percent higher. Chat sessions also have an average order size that is up to 10 percent greater than phone interactions, which Vodola suggests is largely because agents are able to send links to other related and relevant products that customers can easily click on to purchase.

CallOut E.2 - B - Article 4-30-12

Personalizing the Customer Experience in Real Time

April 20, 2012

Retail Online Integration Magazine

Just a short while ago, personalization was only available to the eBays and Amazons of the world. Now, with the emergence of cloud-based intelligent engagement platforms, personalization is quickly becoming democratized so that businesses of all sizes and marketers with limited IT resources can deploy highly targeted campaigns and offer a powerful brand experience to consumers.

CallOut E.2 - B - Article 4-18-12 CRMXchange

LivePerson Executive Interview

April 18, 2012

CRMXchange

Online engagement can span from simply assessing products and services to resolving issues and converting customers. By combining chat with voice, video and other tools, we are enabling and facilitating a better overall experience, which leads to a greater level of customer satisfaction and loyalty. Businesses with a significant online presence that do not leverage these tools will increasingly find themselves behind the curve.

CallOut E.2 - B - Article 4-11-12 Internet Retailer

Live chat boosts U.K. retailer Ted Baker’s bottom line

April 11, 2012

Internet Retailer

In the three years since it implemented the service, Ted Baker has discovered that those who engage in chat with one of the retailer’s customer service associates are four times more likely to make a purchase than those who do not.

CallOut E.2 - B - Article -TLNT

Recruiting 3.0- It's all about "Making Meaningful Connections"

April 9, 2012

TLNT

This unique campaign does not proceed down the normal path of finding talent. LivePerson produced a video with the CEO leading the charge. This is followed by various workers talking about the company and what LivePerson is about. Only then does it veer towards the CTO role. Numerous people follow and talk about the type of person that would fit this role. Culture first through the talent lens is the way that I would describe it.

CallOut E.2 - B - Article 4-5-2012

1-800 Flowers Enhances Customer Satisfaction

April 5, 2012

Baseline Magazine

1-800-Flowers implemented a live chat program to better serve its online customers’ immediate needs.

Callout E.2-A- Article 4-5-2012 1to1

Chat Seen as Customer Service of the Future

April 5, 2012

1to1 Media

Chat adoption has more than doubled in the past two years and everything indicates that this mode of communication will only become stronger in the future. "We believe that chat will become the default mechanism for customers with service requests," Jeremy Sokolic said.

CallOut E.2 - B - Article 4-04-2012

Eight Useful Contact Center Apps

April 4, 2012

Enterprise Apps Today

No matter how you interact with customers -- via the telephone or online -- these eight contact center tools can help ensure customer experiences are positive.