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Media Coverage

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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Monday, July 13, 2015
Streetfight Magazine

Fifty-nine percent of merchants see their websites as integral to their business success, and yet more than half say that less than 11% of their annual revenue is being generated online. One business looking to change that figure and increase the ROI from its website is Outlook Bench Group, a Washington, DC-based sales marketing and branding firm. “We realized only so much engagement could occur via design and user interface; we needed some sort of live representation, someone to talk to on the digital front who could field clients’ questions before they disengaged and the lead was lost,” says Akwei.

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Thursday, July 2, 2015
Smart Customer Service

Regardless of whether consumers are reaching out to customer support representatives through chat, phone, email, or social media, one thing is true across the board: They want a quick yet thorough response. In a traditional contact center, however, representatives often juggle multiple channels, sometimes handling requests on channels they're not proficient with or comfortable using while aiming to resolve a designated number of tickets in the allotted time. To avoid sacrificing the quality of customer support, some organizations are turning to a new call center model—one in which both the work and the workforce are distributed.

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Tuesday, June 16, 2015
Dynamic Business

According to research by ITU, there are over 3 million people online worldwide and 2.7 billion people using smartphones. In addition, increasingly, digital is becoming the main and often only channel used for everyday activities by consumers, replacing voice and in-person interactions. A growing breed of consumers who select a digital option as the first source of interaction are known as the “digital first”. They prefer to engage in activities such as seeking a product or entertainment, contacting a brand, connecting with friends, or looking for love through digital means

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Monday, May 18, 2015

Surveys in small business can help you make better decisions. But how do you keep track of them all or even find out about them? Here's a tip sheet. These are all surveys conducted in 2015 so far. Which one piece of data will help you the most?

1. In 2015, 65 percent of small business owners of companies with fewer than 100 employees only started one business. (2015 6th annual Brother Small Business Survey)

2. 25 percent of small businesses do more than half their work on the go with mobile devices and tablets. (LivePerson survey)

3. 55 percent of people have stopped shopping or using the services of at least one company due to poor customer service in the past year. (Aspect Software)

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Monday, May 11, 2015
The Next Web

In just a few short years, text-based communications have become a staple for companies ranging from enterprise giants to startups and independent app developers. Brand-to-customer interactions that were once limited to in-person interactions, phone calls, and mail are now taking place over multiple social networks, emails, SMS, live chat, mobile push notifications, and more. It’s almost impossible to quantify the number of options that people have for communication. 

“Messaging seems so obvious, but when you think about trends over the past decade, the explosion of messaging really represents a paradigm shift,” says Rob LoCascio, CEO and founder at customer intelligence platform LivePerson.

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Friday, May 8, 2015

Gallup, the research and polling organization, forecasts more than 400,000
 businesses will launch this year. Sage just released a State of the Startup 2015 report highlighting the differences—and similarities of startup entrepreneurs. I talked to Connie Certussi, an EVP and General Manager at Sage who shared some key findings from the report:

  • Women are 33 percent more likely to found startups than men.
  • 30-50-year-olds overwhelmingly dominate the playing field, founding more than half of all new businesses.

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