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The Connected Customer Blog

Connected customers are customers that love your brand. They buy from you again and again; they spend more on your website; and they serve as brand advocates within their networks. The connected customer is eager to engage across multiple channels and devices. In the online marketplace, the connected customer provides the straightest path to success, paying dividends across the entire customer lifecycle.

Thursday, Jul 20, 2017

Customer service professionals undoubtedly deal with difficult people and situations daily. As they work to help customers solve issues, they might be met with a sincere “thank you” or what could constitute as verbal harassment.

While consumers like it, they have some lingering mistrust about its accuracy

Monday, Jul 10, 2017

Amazon’s “Prime Day” is the company’s answer to Black Friday and Cyber Monday, when Amazon offers discounts and puts items on sale that are not typically discounted. It started in 2015, and the coming Prime Day, on July 11, will be its third year of existence. 

This year’s big push is for “voice commerce” — that is, getting consumers to place orders via Alexa. Amazon is offering special deals and larger savings to consumers who place orders via voice command with Alexa.

Wednesday, Jul 5, 2017

This year marked the third annual Outstanding Employee Awards (OEA), LivePerson’s peer-nominated recognition program. 

Not only were award winners recognized throughout the company as top performers, but they were also sent on an amazing trip as a special “thank you” from LivePerson. Our first year, we traveled to Riviera Maya, Mexico, which was followed the next year by a trip to Barcelona, Spain. And this year, award winners from Australia, Israel, the UK, Atlanta, New York, and North Carolina headed to Costa Rica!

Tuesday, Jun 27, 2017

Traditionally, most brands’ customer service is done via phone, with a small shift in recent years towards email and live chat. These new options have allowed customer care agents to operate more efficiently, helping multiple customers at once -- as opposed to one at a time with traditional voice. 


Thursday, May 25, 2017

LivePerson recently conducted a survey to uncover what consumers wanted from their preferred airlines in terms of customer service communications. After surveying 1,200 US-based consumers age 18+ who travel four or more times a year, we found that messaging plays a key role in increasing the overall satisfaction consumers feel with their preferred airlines.

Tuesday, May 9, 2017

When you’re trying to get in touch with a friend to make plans, how do you do it? E-mail, text, Facebook? What you probably don’t do nowadays is call them. Why, then, are we still forced to communicate with brands through an 800 number? At one time, call centers were the only interactive connection between consumers and brands, aside from the in-store experience, and often, in-store sales associates would not have the resources to solve customer issues.

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