LivePerson, Inc. , a provider of real-time engagement solutions that increase conversions and improve the customer experience, 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.
The LP Insights solution and text analytics 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.”
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.