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Media Coverage

LP Chat Block 2014

Tuesday, October 28, 2014

The extent to which a paywall has changed life at The Sun is quite remarkable. Last weekend, fingering Twitter, I saw that The Times and Sunday Times is offering a free iPad Mini to anyone taking out a premium subscription. This intrigued me and I looked further at The Times member page, a more advanced product than The Sun when it comes to paywalls at News UK, having been in place for a while longer. I saw a lot of features that I take to be trends in publishing strategy, customer support and web design. Here they are...

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Monday, October 27, 2014

Customers want to be left alone to self-service online but also want instant help when they’re stuck. Tony Heyworth, international marketing director for LivePerson, addresses how brands can best manage this delicate balance in online customer service.

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Tuesday, October 14, 2014
Chief Marketer

Live customer engagement technology allows consumers to chat live with brand representatives on e-commerce websites, but outdoor gear supplier Backcountry Inc. has taken the concept a step further by turning their reps into a different kind of sales force—“Gearheads,” outdoor specialists who consumers are excited to engage with and learn from.

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Tuesday, October 14, 2014
1to1 Media

1to1 Media's Tom Hoffman speaks with Rob LoCascio, Founder and CEO of LivePerson, about the evolving customer journey from analog to digital along with best practices for engaging with customers based on their preferences.

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Tuesday, October 7, 2014

Just a decade ago, the dynamic between company and consumer was relatively fixed. If a consumer was unhappy with a company’s customer service, the rule of thumb was that they would tell maybe 10 friends at most, with little to no impact on a company’s reputation or business.

We’re seeing that dynamic get flipped on its head, as Comcast recently found out when a negative customer service call went viral earlier this summer. The power has undisputedly shifted to the consumer.

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Friday, September 26, 2014
Power Retail

A digital first – regardless of age or what generation they identify with – is a state of mind, where the initial impulse is to read, shop, and connect via digital, first. This is an expanding segment of consumers that are tech-savvy and connected at all hours of the day. While they demand control and privacy, they also value personalised treatment from brands. Digital firsts also demand convenience, they want attention, exactly the moment they need help, in their channel of preference. Brands that don’t keep up may lose these consumers forever.

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Friday, September 19, 2014
NBC News

For some victims of domestic violence, picking up the phone for help is impossible or unfathomable. So hotlines are offering tech-focused tools to encourage survivors to reach out. 

"It's easier to throw things over the digital wall," Brian Pinero, director of digital services for the non-profit National Domestic Violence Hotline (NDVH), told NBC News. "People will open up and talk in ways they never would if they were speaking aloud. And they might never get an hour, even 20 minutes, uninterrupted on the phone."

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Thursday, September 11, 2014

What separates Moosejaw from its competitors is its consistently hilarious and quirky tone of voice that runs through all of its website copy, advertising and customer service channels.

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Wednesday, August 27, 2014
Chain Store Age

For retailers looking to provide an optimal customer experience to harried holiday shoppers, live chat is more than a nice extra.

“Customer expectations today make live chat a necessity; more and more customers are demanding this channel to interact with brands since it’s a convenient and efficient means of getting assistance online,” said Milton Pappas, president of e-commerce for White Plains, New York-based Nine West Group, which operates 183 Nine West stores, 78 Easy Spirit stores and 88 JNY stores in the United States.

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Monday, August 18, 2014
Internet Retailer

Footwear e-retailer Innkas talks about the results of deploying LivePerson's live chat technology after an expansion of sales volume. 

"The technology has paid off. The average order value for a consumer who uses live chat on the site is double that of a consumer who does not use the tool. Moreover, 44% of the consumers who use live chat make a purchase on the site on the same visit after engaging with an employee over live chat."


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