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CallOut C.4 - A - Datasheet Grapic_uk

CallOut C.4 - A - Datasheet Grapic_uk

CallOut C.4 - C - Analyze deeper_uk

CallOut C.4 - C - Analyze deeper_uk

Analyse deeper. Act faster. Continuously measure the improvements

LivePerson’s text analytics platform delivers a unique level of customer experience intelligence and provides a foundation for your business management strategies. Now your business can take full advantage of the insights hidden in your customer conversations. With LP Insights, LivePerson provides a powerful set of new business intelligence tools that enable you to extract and act upon all the valuable information your customers and agents are sharing – to improve customer experience and lift your sales and service results.

CallOut C.4 - F - Business insights_uk

CallOut C.4 - F - Business insights_uk

Business insights
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Enhance your products, processes and policies based on deep understanding of customer perspectives and behaviors.

 

  • Buying preferences
  • On-boarding processes
  • Product use, packaging, pricing
  • Self-service procedures
  • Up-sell opportunities
  • Reasons for churn

 

CallOut C.4 - G - Program insights_uk

CallOut C.4 - G - Program insights_uk

Program insights
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Dive deeper into your chat programs to find new opportunities for increased conversions, program optimization and cost reductions through process and policy improvements:

 

  • Root cause analysis – Correlate key metrics such as CSAT, FCR, AHT to contact types and use cluster data analysis to uncover themes
  • Trend identification – Quickly spot trends, analyze issues over time, measure effectiveness of scripts and pre-configured content, perform A/B testing to maximize program production

CallOut C.4 - H - Agent insights_uk

CallOut C.4 - H - Agent insights_uk

Agent insights
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Add a true “Voice of the Agent” perspective to your “Voice of the Customer” analysis. Fully understand what makes these interactions productive and improve agent performance:

 

  • Rank agents based on performance metrics
  • Identify phrases and content used by top-performing agents
  • Use performance metrics to coach agents
  • Test impact of agent scripts and canned responses
  • Better understand agent classification methodology

CallOut C.4 - I - Hear the social voice_uk

CallOut C.4 - I - Hear the social voice_uk

Hear the social voice

Augment your view with the addition of both internal and external text sources. Take advantage of our built-in data connectors to Lithium, NM Incite’s Buzz Metrics and Radian6 – and direct API connections to Facebook and Twitter – to create a “listening” platform for deeper understanding of how customers perceive your brand.

LP Insights

CallOut M - F.3.B - Tagline_uk

CallOut M - F.3.B - Tagline_uk

Creating productive customer connections.

 

Right person. Right time. Right channel.