Business Insights Chat Program Insights - LivePerson

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LP INSIGHTS

LP Insights

Transform the Voice of Your Customers into Actionable Insights 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 organizations. LP 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, LP 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.

Business Insights

Chat Program Insights

Through LP 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, program optimization, and cost reduction through improvements in processes and policies.

• Gain deep insight into customer buying preferences and

• Root cause analysis: Correlate key metrics such as CSAT,

conversion drivers

• Find out what customers are saying when they don’t convert • Learn what your customers are saying about your

• Understand what they like and don’t like about your products

FCR, and AHT to contact types, and use cluster data analysis to uncover themes

• Trend identification: Quickly spot trends, analyze issues

competition and pricing

• Find out the policies and processes that are driving



over time, measure effectiveness of scripts and pre- configured content, perform A/B testing to maximize program production

additional cost and negative customer sentiment

Internal Emails Surveys Chat Online Feedback

Collect Transform Deliver Implement

Product Management

Operations

Call Center Voice Recording

Customer Care

Web Analytics Customer Data Warehouse

Sales & Marketing

External

LP INSIGHTS Human Resources

Twitter Facebook Social Media

Collect all sources in one place

Blog Posts

Listen in any language

Product Reviews

Support enterprise scalability and security

Forums & Communities

Executives Customer Experience

Create actionable customer experience insights

LP Insights collects your chat transcripts along with a broad range of structured and unstructured data from both internal and external sources. All data is transformed into a common language, allowing related data to be logically combined, thereby revealing truly meaningful and actionable insights that reflect a 360-degree view of the enterprise, and empower a wide range of management initiatives. © 2012 LivePerson, Inc.

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LP INSIGHTS

LP Insights

Output from your analytic models is delivered through the LP Insights portal—a web-based dashboard which allows you to clearly visualize data patterns, leading to actionable insights previously hidden from view.

Chat Agent Optimization

Hear the Social Voice

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 analyze 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 your 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.

• • • •

Identify phrases and content used by top performing agents Find out what phrases drive negative customer experiences Stack-rank agents based on performance against key metrics Understand what makes interactions productive and pinpoint how to improve agent performance

About LivePerson LivePerson, Inc. (NASDAQ: LPSN) offers a 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.

Contacts A variety of interactive displays allow you to quickly preview volume and sentiment measurements as well as navigate to individual comments within each category. © 2012 LivePerson, Inc.

LivePerson, Inc. 475 Tenth Avenue 5th Floor New York, NY 10018

T: 212.991.1794 F: 212.609.4233 [email protected] www.liveperson.com

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Business Insights Chat Program Insights - LivePerson

LP INSIGHTS LP Insights Transform the Voice of Your Customers into Actionable Insights Today’s online businesses have no shortage of customer data: ...

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