E-commerce sales are proliferating. But problems arise online and often there’s one thing missing: customer service or the human touch. While there are several New York City based-companies that address the lack of customer service online, one leader is Live Person. Rob LoCascio, CEO of LivePerson, says customer service reps build relationships with customers. "They're the front lines and the most important part of the process," he says. In a way, LivePerson is trying to live up to its name by providing the human interaction on the impersonal mobile phone or PC. Just like the local pub in the TV series “Cheers,” where everyone knows your name, LivePerson is trying to break through the impersonal chatter of Internet life and recognize the customer. It’s trying to put the live person into an inanimate object.
LivePerson announced Tuesday a new customer of its mobile chat solution: San Diego County Credit Union. San Diego County Credit Union (SDCCU) has made mobile chat available on its mobile site, www.sdccu.com. The credit union is well ahead of most of its competitors—few banks have added live chat to their mobile offerings.
As the founder and CEO of LivePerson, Rob LoCascio is the guiding force behind the company’s vision of creating meaningful connections between businesses and their customers through real-time engagement and data intelligence. Beyond his business, Rob is deeply committed to connecting with his local community.
"Our mission of 'creating meaningful connections' is the thread we weave through everything we do. We believe our technology brings unique value to the world because it helps drive meaningful connections between our customers and their customers. To us, a connection is meaningful when it is made in real-time (at the precise moment of need), when a connection is engaging and personal, and can happen through any device or channel."
E-commerce speeds up buying everything online. It's instant gratification delivered in a click. But the technology that generates e-commerce sales often lacks one primary factor: the human touch. Many e-commerce sites have learned that customer service serves as the hidden ingredient to boosting revenue.
Rob LoCascio, CEO of LivePerson, shares his recommendations for building a meaningful relationship with a customer online. "[It] takes the uncertainty out of a product and builds trust," [Rob LoCascio] said. "Creating a meaningful relationship with customers ultimately drives sales."
When Rob LoCascio, CEO of online customer service company LivePerson, decided he wanted to fundamentally transform his company's culture, he went out looking for guidance. And he went to the very best, talking to "companies that I think, are not great companies, they're outstanding," he tells us.
One of the companies on that short list is Zappos, which is regularly near the top of Fortune's "Best Places To Work" list. LoCascio flew out to Las Vegas to meet with its CEO, Tony Hsieh, who gave him some essential advice on building a great culture...
Bedroom Furniture Discounts' Sara Shikhman discusses lessons learned in both business and in life, and talks about the successes Bedroom Furniture Discounts has had with LivePerson.
“We chose LivePerson chat because it offered easy integration, was easy to scale, and required no technical resources. It was so easy to install that our marketing intern installed it and he didn’t know anything about IT. People can log in from wherever they are, which is another benefit," ... She discovered LivePerson’s "Keyword Lift," which analyzes her company’s search marketing campaign data and delivers targeted pop-up messages to her customers, providing the greatest potential to boost return on investment.
LivePerson's Social Media Manager, Terra Mrkulic, guest writes for the marketing and advertising news outlet AdRants.
"Despite the fact that most Americans have embraced social media, recent studies show that as many as 72% of businesses that have a social media presence do not have a clearly defined social strategy in place. Without a clear social strategy, building a successful social presence that inspires customer loyalty and engagement is nearly impossible."
Sometimes in order to make a company successful for the long run, you have to make difficult cultural changes, then work every day to make sure they stick.
"Our company is really about the people who work here really driving ideas," LivePerson CEO, Rob LoCascio said. "You can't, at scale, build product from the top down. I have a vision for the company and you need everyone involved in the process."
"Mobile visitors are embracing mobile chat in a big way. LivePerson's clients are seeing remarkable growth in mobile chat volume," and, "Improving customer engagement is a top concern for companies with mobile access across sectors," says Ethan Alexander, Head of Mobile for LivePerson.
LivePerson mobile chat is highlighted in this feature article for Contact Center Pipeline.