July 18, 2012, 10:01 AM

LivePerson Launches Powerful Text Analytics Tool, LP Insights

The LP Insights solution and dashboards are built to enable prompt identification of key trends and opportunities for improvement.

New York, NY – July 17, 2012 – 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, behavior, reasons for contact, buying patterns, and sentiments, delivering turn-key intelligence to any desktop. LP Insights can analyze 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 program. Petco Animal Supplies, a leading pet specialty retailer, deployed LP Insights to aggregate and analyze 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.  Organizations can enhance products, processes and policies based on a deep understanding of customer perspectives and behaviors.
  • Chat program insights.  Organizations can dive deeper into existing chat programs to find new opportunities for increased conversions, program optimization and cost reductions. 
  • Agent insights.  Organizations 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 organization’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.”

To view Petco’s video success story, click here. For more information on LP Insights, please click here.

About LivePerson

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 behavioral 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.

 

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