- Petco discovers critical customer experience trends with LP Insights in pilot programme
NEW YORK, July 17, 2012 /PRNewswire/ -- LivePerson, Inc. (NASDAQ: LPSN), a provider of real-time engagement solutions that increase conversions and improve the customer experience, today announced the launch of LP Insights -- a powerful text analytics solution that transforms "voice of customer" data and content into actionable insights.
LP Insights monitors, measures, and makes sense of customers' words, behaviour, reasons for contact, buying patterns and sentiments, delivering turn-key intelligence to any desktop. LP Insights can analyse chat transcript data as well as data from other channels -- e.g. survey results, web analytics, emails, call transcripts, social media -- to deliver actionable insights that empower a wide range of management initiatives across an enterprise.
Several leading brands are already seeing the value gained from implementing LP Insights in a pilot programme. Petco Animal Supplies, a leading pet specialty retailer, deployed LP Insights to aggregate and analyse data from multiple customer touch points and gain a comprehensive understanding of customer sentiment across the online and in-store experience.
"At Petco, we're deeply committed to delivering the best service to our customers both online and in-store. By using LP Insights, we were able to 'connect the dots' between multiple sources of customer data and discover key areas for improvement," said Erin Smith, Petco's Director of Customer Care. "The LP Insights tool has revealed critical trends that we didn't even expect to find, helping us ensure we're providing products and services of the highest quality for our customers. Whether it's in one channel or another, your customers are speaking, and it's our job to hear what they're saying. LP Insights helps us to do that."
The LP Insights solution and dashboards are built to enable prompt identification of key trends and opportunities for improvement, including:
- Business insights. Organisations can enhance products, processes and policies based on a deep understanding of customer perspectives and behaviours.
- Chat programme insights. Organisations can dive deeper into existing chat programmes to find new opportunities for increased conversions, programme optimisation and cost reductions.
- Agent insights. Organisations can add a true "voice of the agent" perspective to the "voice of the customer" analysis, and fully understand what phrases and content make customer interactions most successful.
- Social media insights. LP Insights can be used to create a social media "listening" platform that enables a deeper understanding of how customers perceive an organisation's brand and how social media is influencing their success.
"One of the main challenges companies face today is the ability to gain a 360-degree view of customer sentiment," said Rob LoCascio, CEO and Founder, LivePerson. "Early adopters of LP Insights, which include several leading brands, are discovering valuable opportunities to make immediate improvements in their product, service and conversion strategies. LP Insights enables our customers to use the power of intelligence to make more meaningful connections with their customers."
LivePerson, Inc. (Nasdaq: LPSN) offers a cloud-based platform that enables businesses to proactively connect in real-time with their customers via chat, voice, and content delivery at the right time, through the right channel, including websites, social media, and mobile devices. This "intelligent engagement" is driven by real-time behavioural analytics, producing connections based on a true understanding of business objectives and customer needs. More than 8,500 companies rely on LivePerson's platform to increase conversions and improve customer experience, including Hewlett-Packard, IBM, Microsoft, Verizon, Sky, Walt Disney, PNC, QVC and Orbitz.
LivePerson received the CODiE award for Best Content Management Solution in 2012 and for Best Ecommerce Solution in 2011, and has been named a Company of the Year by Frost and Sullivan in 2011. LivePerson is headquartered in New York City with offices in San Francisco, Tel Aviv, Atlanta, London and Melbourne, Australia.
Safe Harbor Provision
Statements in this press release regarding LivePerson that are not historical facts are forward-looking statements and are subject to risks and uncertainties that could cause actual future events or results to differ materially from such statements. Any such forward-looking statements are made pursuant to the safe harbour provisions of the Private Securities Litigation Reform Act of 1995. It is routine for our internal projections and expectations to change as the quarter and year progresses, and therefore it should be clearly understood that the internal projections and beliefs upon which we base our expectations may change. Although these expectations may change, we are under no obligation to inform you if they do. Actual events or results may differ materially from those contained in the projections or forward-looking statements. Some of the factors that could cause actual results to differ materially from the forward-looking statements contained herein include, without limitation: potential fluctuations in our quarterly and annual results; the adverse effect that the global recession may have on our business; competition in the real-time sales, marketing, customer service and online engagement solutions market; our ability to retain existing clients and attract new clients; risks related to new regulatory or other legal requirements that could materially impact our business; responding to rapid technological change and changing client preferences; our ability to retain key personnel and attract new personnel; risks related to the operational integration of acquisitions; technology systems beyond our control and technology-related defects that could disrupt the LivePerson services; privacy concerns relating to the Internet that could result in new legislation or negative public perception; risks related to the regulation or possible misappropriation of personal information; legal liability and/or negative publicity for the services provided to consumers via our technology platforms; risks related to protecting our intellectual property rights or potential infringement of the intellectual property rights of third parties. This list is intended to identify only certain of the principal factors that could cause actual results to differ from those discussed in the forward-looking statements. Readers are referred to the reports and documents filed from time to time by us with the Securities and Exchange Commission for a discussion of these and other important risk factors that could cause actual results to differ from those discussed in forward-looking statements.
SOURCE LivePerson, Inc.