What is LivePerson?
LivePerson is a New York-based American technology company that is best known for developing world-famous messaging platform LiveEngage. LiveEngage is a powerful web-based digital engagement software. It is an amazing online helpdesk service that has revolutionized the way that customers can reach out to brands. LivePerson’s LiveEngage does this simply by erasing long the queues associated with calling for customer support and replacing them with more effective SMS exchanges.
In short, LiveEngage effectively transformed these wait-oriented engagements and stripped them down to the most basic — and convenient — messaging-based conversations. The gap between brands and customers faded as making inquiries and placing orders became comparable to simply chatting away with friends and family. Brands were empowered too as satisfying the needs of their customers (and potential customers) were done in real time whether via websites, via smartphones, and via social networks. The best part is that this messaging and bots platform cut customer care costs by almost 50% and shot up customer satisfaction through the roof.
LivePerson was founded 23 years ago in 1995 by American businessman Robert LoCascio, who was 27 years old at the time. In May 2018, LivePerson declared its profits to be at $58.2 million for the first quarter of 2018. This indicated a 14% increase from the same month is 2017. LivePerson signed 98 contracts just in the first three months of 2018. This was a 32% increase compared to the 74 contracts obtained by LivePerson in the first quarter of 2017.
In the last 15 years since it was established, LivePerson has put up offices in Georgia; Mannheim and even offices in other countries like Australia; France; Germany; Israel; Italy; Japan; Netherlands; and the United Kingdom.
LivePerson’s LiveEngage now boasts of 18,000 satisfied clients in all parts of the world. This number is continuously expanding with small businesses and also large corporations satisfied with LiveEngage’s capability to tackle their massive customer service demands. These include Citibank, Hewlett-Packard, HSBC, Microsoft, Qwest Communications, Overstock.com, T-Mobile, The Home Depo, United Way, Verizon, Virgin Atlantic, and thousands more.
LivePerson’s LiveEngage platform is more than an easy to use and fun to use digital helpdesk with an attractive streamlined interface for customers.
LiveEngage has bridged the gap between customers and brands. It has become easier for customers to place orders and make inquiries about your product or service. At the same time, it makes it easier for you to get to know your market base and thus make improvements towards this direction.
Real-time engagements and mobility
Questions about products can occur to a customer at all hours of the day. This is especially true for large companies whose products have a worldwide distribution. Customers will appreciate brands that allow for engagement 24/7. Inversely, customers get frustrated by office-hours-only customer support and having to wait half a day for their concerns to be addressed.
This is the age of instant messaging and customers want to ask their questions as soon as they have thought of it. Fortunately, LiveEngage is readily available on the web, in Windows, on your Android, and on Mac. So customers can have super fast engagements with answers provided as soon as they ask their questions.
As for you, this also means that orders can pour in 24/7 and a lot of times questions will be about delivery and payment system.
Minimum Customer Support Personnel
LivePerson has always said rather cheekily that they believe your voice should be saved. That is why LiveEngage utilizes chat instead of calls between the brands and their customers.
LivePerson took this idea of savings one notch higher by reducing costs associated with traditional helpdesks. In short, fewer agents assist more customers at the same time! LivePerson also found that the average handle time of live chats on mobile devices is merely a third of that on desktop engagements.
People can’t get enough of live chat. It’s very convenient and you can express sentiments much easier. LivePerson has made communication between the brand and customer more relaxed, pretty much the same as how they would with their friends and family.
Personalized customer experience
Customers respond to brands having a unique interface. It makes them feel special.
Thus LivePerson’s high level of customization is a plus. After all, there’s no way to find a one-size-fits-all solution to customer support. LiveEngage is the first to bring to the table an open platform with AI and at the same time multiple choices for a built-in automation. You can use this automation interface, or integrate it with other third-party bots, or create your own version.
After you have done the necessary research on your target market, LivePerson can help integrate your helpdesk into platforms where you can easily be available to them.
At the same time, LiveEngage itself can help collect necessary information about your customers so you can serve them more efficiently.
In all, you can engage customers onsite and even offsite using more than just his device and not just by determining if he has visited your website before. There’s geolocation, referral site, affiliate tracking, and Google AdWords campaign and Google analytics segment.
Efficient tools for reports and analysis
LivePerson automatically provides you with customer data that will help with product manufacturing, distribution, and services.
It all starts with LivePerson one of a kind measurement system called the Meaningful Connection Score. This calculates how your end users and customers feel about your service or your product.
And, no, they don’t have to take a time-consuming survey. Instead, it’s based on real-time text recognition patterns that calculate how your customers feel — right after they hit send. This tells you how to handle each unique customer. It’s all the power you need to level up your brand’s customer support and sales.
In short, the Meaningful Connection Score will help you organize and analyze customer information and compile them into actionable insights through flexible and easy to use analytics and reporting tools.
LiveEngage allows you to engage customers beyond those who speak English via the LiveEngage Embedded Engagement Window. So far, there are 36 different languages in play including additional local Chinese, English and Portuguese dialects.
LivePerson is the go-to online helpdesk provider for many in the banking, healthcare, insurance, and telecom industry.
One of the most fundamental needs of these particular companies is the assurance that their clients’ information remains secure. Thus, LiveEngage runs regular vulnerability tests and active monitoring. Just imagine a platform that can isolate and conceal private data during transit.
The only recurring concern about LivePerson’s LiveEngage is that it is quite pricey.
However, seeing that it is a powerful software that will cause permanent sleeplessness caused by booming online sales and profit opportunities, this should not really be a deal-breaker.
One user also complained about the not very pleasant notification sound and new message sound.
LivePerson is the market leader in the crowded field of real-time customer engagement. After two decades, it has efficiently enabled thousands of brands to proactively connect with customers primarily via live chat but also using voice, and content delivery at the right time, and also utilizing the customer’s preferred channel.
At the heart of LivePerson is empowered agents provided with complete information and tools that will, in turn, enable them to deliver the highest quality of customer support.
Every time an agent engages a customer, LiveEngage provides that agent with a broad range of information to make him quickly aware of how the conversation will go. For example, an agent will immediately be informed what product on the website a customer is viewing.
GPS-enabled applications also inform the agent of the location of the customer they’re chatting with, providing all the cultural nuances and product availability that goes with this information.
Mobile canned responses
Agents can always start with an automatic greeting. And if a customer’s requests or inquiries are pretty basic, agents can choose from a mobile-optimized list of canned responses. This will keep the engagements brief and to the point. Hyperlinks are always avoided.
Identifies on-the-go customers
Agents can prioritize mobile users because their needs are often more urgent and they have more limited time. Thus they expect a quicker response.
For the infrequent moments that the agent cannot immediately address a customer’s needs, he can create a timetable to point to when he can respond. This will, of course, be based on when pertinent information will be available to the agent. He will then alert himself or his team when such a response needs to be delivered. Talk about promises NOT meant to be broken.
Assigning agents according to capabilities
Most platforms automatically assign agents to the next customer as soon as he is free. However, LiveEngage has a Smart Capacity feature, which screens the texts before sending the conversations.
Thus LiveEngage can automatically prioritize customers whose issues can be addressed quickly thereby maximizing the agent’s time.
Super-fast engagements via geo-distributed connections that automatically pair a customer with the closest data center.
How many times has a customer been cut in the middle of a conversation with customer service, forcing him to redial and start from the beginning? LiveEngage minimizes customer frustration by automatically reconnecting customers to their current chat session in cases when their mobile connection is lost.
Customers have the option of sharing their live mobile screens with their chat agent to make him better understand his concerns.
At the same time, agents can “point” out where in their common screen a customer should tap, swipe, or flick.
Daily productivity metrics
Agents can have daily summaries of their completed engagements so they can keep track of their performance and productivity.
Real-time Mobile and Web Messaging
Customers can choose where and when they want their engagements to happen.
Quick and Easy to Deploy
LiveEngage’s “plug-and-play” installation means full integration with your existing LivePerson solution. LivePerson can also easily integrate with Facebook messenger, Twitter, and other social media sites and other mobile platforms. This means that the almost a billion Facebook messenger users automatically become part of your market.
If your company is on Facebook, LiveEngage can easily let you add a “chat now” button so you can easily engage the visitors to your FB page.
Databanking and Analytics
LivePerson enables its brands to acquire a wide range of complete information about their customers, such as the pages they’ve been interested in and where they’re from. Brands also get an automatic transcription (and translation) of each customer engagement.
This is translated into behavioral analytics, that can help brands answer their customers’ concerns.
In-Depth Reporting Ability
LiveEngage not only provides data and organizes analytics, but it also makes available pre-designed and customizable dashboards that contain everything a brand needs to measure the success of a certain campaign and their business.
LiveEngage can provide managers with operational metrics such as customer engagements, and track conversion rates and revenue by account or agent. This translates into concrete data that informs you if you have return-on-investment from your live chat service.
One of the secrets for LivePerson’s staying power as a market leader in the chat services industry is its dependable multi-tiered security system. There is layer after layer of embedded protection for your brand’s data. LivePerson also complies with SAS70 Type II certification, Sarbanes-Oxely (SOX), Safe Harbor rules and the newly minted European Union privacy regulations.
LivePerson’s LiveEngage boasts of a messaging platform designed to meet all the accessibility standards for people with disabilities. This is something that will also speak well of your brand.
LiveEngage also has an internal chat system; two-way audio function; and can even provide customers with emailed copies of their chat transcripts.
LiveEngage does not publish its pricing on its website. Interested users need to contact the support team to request a quote for their custom plan.
LiveEngage popular integrations include:
- ABC (Apple)
- GMB (Google)
- Microsoft Dynamics 365
- Monthly payment
- 24/7 (Live Rep)