LivePerson
LivePerson transforms customer care from voice calls to mobile messaging
We are the only company to do this at scale for the world's largest brands
See how T-Mobile did it• SPECIAL ANNOUNCEMENT •
LivePerson, IBM Watson announce new offering to transform customer careOur cloud-based software platform, LiveEngage, allows brands with millions of customers and tens of thousands of care agents to deliver digital at scale
The Digital Transformation Playbook
LivePerson has a complete software and operational blueprint to shift from voice to digital
Digital Connections
Give consumers a continuous connection to your brand from their smartphone. Allow them to message you like they message their friends and family—on their own time and terms. LivePerson enables messaging from your app, website, Facebook, Google, SMS, and other applications.
Digital Operations
With the connection digital, first contact resolution improves, and the demand curve for care flattens. Costs are reduced up to 48%, and staff can be structured in “Neighborhoods”—a framework that gives consumers the best agent for their individual needs, not just the next available agent.
Real-Time Measurements
Understand sentiment for 100% of consumer interactions in real time, not after the fact with surveys for a fraction of interactions. LivePerson's proprietary Meaningful Connection Score™ (MCS) delivers this, so agents and managers can take action and improve relationships.
AI and Bots
Agents can work side by side with bots in the same conversation window. Bots do the heavy lifting for repetitive processes, while humans take care of the rest. The role of bots, and their cost savings, are expanded over time via machine learning.
Give consumers a continuous connection to your brand from their smartphone. Allow them to message you like they message their friends and family—on their own time and terms. LivePerson enables messaging from your app, website, Facebook, Google, SMS, and other applications.
With the connection digital, first contact resolution improves, and the demand curve for care flattens. Costs are reduced up to 48%, and staff can be structured in “Neighborhoods”—a framework that gives consumers the best agent for their individual needs, not just the next available agent.
Understand sentiment for 100% of consumer interactions in real time, not after the fact with surveys for a fraction of interactions. LivePerson's proprietary Meaningful Connection Score™ (MCS) delivers this, so agents and managers can take action and improve relationships.
Agents can work side by side with bots in the same conversation window. Bots do the heavy lifting for repetitive processes, while humans take care of the rest. The role of bots, and their cost savings, are expanded over time via machine learning.
Operational Impact
Messaging and bots lower customer care costs by 48% by shifting away from expensive, customer-hostile voice calls
48%
cost savings
Pre-messaging
Post-messaging
48%
cost savings
Pre-messaging
Post-messaging
Our Platform
Our open platform, LiveEngage, is how large brands with millions of consumers deploy messaging at scale
Consumers love messaging. The first brands to offer messaging for customer care have seen CSAT up to 92% — dramatically higher than voice.
Download consumer research report