11/16/04

Liveperson’s Timpani Enhances Customer Service And Strengthens Customer Loyalty At Kitchenaid

Kurt Peters , Executive Editor

Innovative Home Appliance Manufacturer Reports That Timpani Chat Quickly Accounts For 20% of All Web-based Consumer Contacts And Earns Praise From Users

NEW YORK, November 16 -- LivePerson, Inc. (Nasdaq: LPSN), a leading provider of communications solutions for online sales, marketing and customer service, announced today that KitchenAid, a premier manufacturer of home appliances, has adopted the Timpani online communications platform for their consumer websites www.KitchenAid.com and www.ShopKitchenAid.com. The implementation has resulted in measurable improvements in agent productivity, response times and customer satisfaction.

KitchenAid, long known for both high quality appliances and excellent customer service, employed Timpani to extend their online service channels to include live chat. In the first two months of operation, Timpani Chat accounted for more than 20% of the company’s online interactions with consumers. In exit surveys, KitchenAid customers have reported a high degree of satisfaction with the live chat channel: 94% rated the chat service as “Above Average to Exceptional.” Customer comments have been equally positive. As one user stated, “My experience with KitchenAid customer service has been excellent, and today’s chat interaction shows you go the extra mile for your customers. Thanks again!”

“Our business goals for live chat were to improve customer service and create an innovative online experience for our customers,” said Bruce Roberson, Director, Consumer Sales and Services, KitchenAid Portable Appliance Division. “Timpani Chat gives us an unprecedented ability to connect with our customers and provide instant resolution, which is reflected in the flood of positive feedback we’ve received.”

KitchenAid lauded the speed in implementing the hosted Timpani platform, the ease with which their agents were able to master the system, and the excellence of LivePerson’s round-the-clock customer support. Based on the effectiveness of Timpani Chat in the KitchenAid Portable Appliance Division, the company is exploring online communications solutions for its other divisions.

“KitchenAid is an established leader in world-class customer service, and we expected their customers to embrace live chat as a service channel,” said Robert LoCascio, LivePerson CEO. “The fact that chat became a popular method of customer communication within a few short months of implementation is a testament to the company’s knowledge and understanding of their customer base.”

About LivePerson
LivePerson is a leading provider of communications solutions for online sales, marketing and customer service. LivePerson`s Timpani platform enables online businesses to identify and engage the right customer with the right communication channel at the right time, thereby enhancing the online experience. Chat, marketing and selling tools, a self-service knowledgebase and email management are combined with industry-leading channel matching technology, rules-based intelligence, routing and reporting, to offer clients the opportunity to increase sales, lower customer service costs and enhance the customer experience. The company`s roster of more than 3,000 customers, including EarthLink, Microsoft, Hewlett Packard, Qwest, Verizon and AT&T;, have long reported significant savings, increased sales and high customer satisfaction using LivePerson`s technologies. LivePerson is headquartered in New York City.

About KitchenAid
Since the introduction of its classic stand mixer in 1919 and first dishwasher in 1949, KitchenAid has built on the legendary performance of these icons to create a complete line of beautifully designed products for the kitchen and home. From countertop appliances to cookware and cutlery, ranges to refrigerators, and washing machines to wine cellars, KitchenAid is committed to enabling professional quality results, in and out of the kitchen.

LivePerson Contact
Michael Matkin
Ricochet Public Relations
(212) 905-6194
mmatkin@ricochetpr.com

KitchenAid Contact
Kim Roman
Saatchi & Saatchi
(212) 463-2386
kroman@saatchiny.com

Topics:

Consumer behaviour, Customer experience, customer satisfaction, KitchenAid, LivePerson

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