Today’s online businesses have no shortage of customer data: chat transcripts, emails, call recordings, CRM notes, web analytics, survey data, social media including blogs, Facebook, and Twitter… But despite the extraordinary amount of data available, translating this information into holistic, accurate, and actionable insights eludes most organisations.
LivePerson Insights combines your chat transcripts with all forms of structured and unstructured data, and delivers actionable insights that empower a wide range of management initiatives across the enterprise. In a quantum leap over existing transcript analysis and reporting processes, LivePerson Insights monitors, measures, and makes sense of customers’ words, behavior, reasons for contact, buying patterns, and sentiments, delivering turn-key intelligence to your desktop, in near-real-time.
Through LivePerson Insights, you’ll gain a deep understanding of your customers’ perspectives on your products, service levels, and position in the market.
Dive deeper into your chat programs to identify new opportunities for increased conversions, programme optimization, and cost reduction through improvements in processes and policies.
Fully understand what happens in chat agents’ customer conversations where leads, sales, low FCR rates, or high CSAT ratings are measured. Gain a true “voice of the agent” perspective to analyse results alongside your “voice of the customer” analysis.
Through built-in data connectors to Lithium, NM Incite’s Buzz Metrics, and Radian6, as well as direct API connections to Facebook and Twitter, create a “listening” platform that enables a deeper understanding of how customers perceive your brand. Compare these insights to your internal conversations, and immediately see where and how social media is truly influencing your bottom-line.