LivePerson’s hosted platforms power intelligent messaging on mobile apps,
mobile and desktop web browsers, SMS, social media and third-party consumer
messaging platforms. Our business-to-business services are all managed from
a single user interface. By supplying a complete, unified consumer view, our
solutions enable businesses to deliver a relevant, timely, personalized, and
seamless consumer experience for heads of digital and customer care, as well
as e-commerce, marketing, and contact center executives. In addition to product
offerings, LivePerson provides professional services and value-added business
consulting to support complete deployment and optimization of our enterprise
solutions.
LiveEngage. LiveEngage, LivePerson’s enterprise-class, cloud-based platform,
enables businesses and consumers to connect through conversational interfaces,
such as in-app and mobile messaging, while leveraging bots and AI to increase
efficiency. The platform, which was designed for heads of digital and customer
care, as well as e-commerce, marketing, and contact center executives, combines
sophisticated mobile and online engagement technology with robust business intelligence
and big data to produce compelling, measurable results by intelligently engaging
consumers based on a real-time understanding of consumer needs. Rich, contextually
aware targeting, actionable insights and personalized experiences, empower businesses
to get the most out of their existing online, mobile and social platforms. Potential
benefits of LiveEngage include increased agent efficiency, decreased customer
care costs, improved customer experiences, higher conversion rates and increased
customer lifetime value.
LiveEngage was designed to securely deploy messaging, coupled with bots and
AI, at scale for brands with tens of millions of customers and many thousands
of customer care agents. LiveEngage powers conversations across each of a brand’s
primary digital channels, including mobile apps, mobile and desktop web browsers,
SMS, social media and third-party consumer messaging platforms. The robust,
cloud-based suite of rich mobile messaging and real-time chat offerings, features
intelligent routing and capacity mapping, customer sentiment, real-time analytics
and reporting, content delivery, PCI compliance, cobrowsing and a sophisticated
proactive targeting engine. The platform seamlessly integrates with third-party
bots, enabling brands to manage both AI-based agents and human agents from a
single console. A specific messaging software development kit is available to
completely customize and incorporate into any brand’s app. The LiveEngage
messaging API also provides the option to bring messaging from any third party
apps, such as Facebook or text messages, directly into the LiveEngage platform.
LiveEngage enables the combination of real time on-site data and off-site behavioral
data, with a broad set of historical and operational data. Proprietary analytics
utilize this data to target end users with compelling engagement options at
any step in the conversion funnel and throughout the customer lifecycle. LiveEngage
enables customers to maximize online revenue opportunities, improve conversion
rates and reduce shopping cart abandonment by proactively engaging the right
visitor, using the right channel, at the right time. Our solution identifies
segments of website visitors who demonstrate the highest propensity to convert,
and engages them in real-time with relevant content and offers, helping to generate
incremental sales. LiveEngage also reduces costs in the contact center relative
to voice, by identifying consumers who may be struggling with their self-help
experience, and proactively connecting them to a live consumer care specialist
via messaging, who can manage several conversations at once. This comprehensive
solution blends a proven value-based methodology with an active rules-based
engagement engine and deep domain expertise to increase first contact resolution,
improve consumer satisfaction, and reduce attrition rates.
Professional Services. The mission of our Professional Services team is to help
customers optimize the performance of our products in order to drive incremental
value through their online sales and/or service channel(s). This talented group
utilizes their deep domain expertise and years of hands-on experience to provide
customers with detailed analyses and measurements of their LivePerson deployment
that drive strategies and decisions on how to optimize mobile and online messaging,
real-time chat, and bot and AI integration. Deliverables of the team include
scorecards that measure and chart performance trends, analyses and recommendations
for web design and process improvement, transcript reviews to discover both
voice of the consumer insight and agent improvement opportunities, custom training
of call center agents and management, conversational design, and ongoing management
of messaging programs to ensure alignment with current business practices and
objectives. The team’s value-added methodology and approach to guiding
customers towards messaging channel and human/bot agent optimization is an important
component of the LivePerson offering, and gives our customers a competitive
advantage in the digital world.
Consumer Offering. Our consumer services offering is an online marketplace that
connects independent service providers (Experts) who provide information and
knowledge for a fee via mobile and online messaging with individual consumers
(Users). Users seek assistance and advice in various categories including personal
counseling and coaching, computers and programming, education and tutoring,
spirituality and religion, and other topics.