Messaging is here. What’s it going to cost you?

Posted by
Matan Magril
LivePerson Contributor
Monday, May 9, 2016 - 14:59

Unless you’ve been living under a rock, you know that consumers prefer messaging to phone calls. Everyone knows it — that’s why we don’t buy “minutes” anymore. Consumer messaging is infiltrating every vertical in a big way, but what does it mean for your business?

A new report by the Aberdeen Group, “Customer Messaging: Exceed Consumer Expectations and Reduce Cost,” studied more than 400 businesses regarding trends and experimentation in customer experience. It concluded that messaging-savvy businesses save money and make more customers happier.

According to Aberdeen, the key to reaching customers and providing better service lies in online and mobile messaging. Brands can capitalize on these channels that align with consumer preferences to increase customer satisfaction by 24% while actually saving 23% on the cost of service.

This may sound too good to be true. But with the right platform and implementation, messaging as a support and sales solution can be a win-win for both your customers and your bottom line.

Enter, LiveEngage

LiveEngage is LivePerson’s all-in-one platform for managing customer connections through messaging. LivePerson started in 1995 and focused on a new way for businesses to connect with people — online, through chat. This was back in the time of dial-up when customers actually had to disconnect from the internet and make a phone call if they ever got stuck or needed assistance on a website. LivePerson created a way for people to connect on their preferred channel.

Time’s have changed, and so has LiveEngage, driven by the expectations of today’s mobile consumer. LiveEngage is truly an enterprise platform built for mobile and online messaging.

Here’s how LiveEngage makes messaging work for you.

Stay connected

LiveEngage keeps you connected 24/7, giving customers a direct line to you when they’re out and about, browsing your site, or in your app. LiveEngage is mobile-ready for both you and the consumer, so you can take messages while you’re on the go or on the floor. Set response times to manage customer expectations, receive push notifications when requests come in, and get alerts about urgent inquiries.



Robust reporting

Agent and manager workspaces make LiveEngage easy to use for enterprise and micro-business alike. LiveEngage data and reporting are presented in context, per person, and per need. Advanced, intuitive reporting along with our Hot Topics and CoBrowsing features let you listen and learn from your customers like never before.

Know if your customers are happy

There has never been an effective and unbiased method to measure the relationship between brands and consumers. Until now. LivePerson’s Meaningful Connection Score (MCS) is an automated, unbiased way to monitor customer sentiment. But it doesn’t rely on optional surveys. Instead, it analyzes the sum of each consumer's conversation with a brand through a powerful text analytics system. The science is complicated, but the value is not. LiveEngage translates sentiment into a simple smiley-face system so you can act fast to turn those frowns upside down.


Secure enough to meet the strict needs of the world’s biggest banks and scalable enough to be trusted by burgeoning businesses — LiveEngage works for businesses of all sizes and keeps your customers’ data safe. LivePerson meets all audit and compliance standards and has a robust infrastructure, including local data centers in the US, EU, and APAC.

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