Customer Service Gains a M.O.M’s Touch

Bob Woods

Updated · Apr 24, 2002

For e-tailers, understanding the movement of ‘Net surfers through a Web site is as important as the lengths brick-and-mortar retailers go through to entice their customers to buy more products and/or stay longer in their stores.

To help those e-tailers, LivePerson Inc. , which develops online real-time communications services, said it will launch a customer interactive product called M.O.M (Monitoring Online Movement). The advanced real-time support, marketing and sales product enables retail companies to better service, understand and sell to customers through IM-like live chat and advanced marketing features.

Web sites with M.O.M can alert a service representative when a customer arrives at the “front door.” As the person progresses through the M.O.M-enabled site, the application automatically analyzes page visits and purchase patterns, and even permits a company representative to even “look” inside a customer’s shopping cart.

Using this information, a support rep can proactively speak with a customer in real-time via IM to sell additional products and services. The information generated on each customer can also be used to deploy an automated online marketing campaign with measurable results, company officials said.

M.O.M is a SSL encrypted product developed to work as a stand-alone application or integrated customer service solution with all major platforms.

“Our M.O.M product is an intelligent support, sales, and marketing tool that enables retailers to mine information while sharing it across departments with ease. The results are more efficient and targeted marketing and sales campaigns that decrease costs and increase revenue,” says Robert LoCascio, CEO of LivePerson.

The M.O.M launch is being supported via a marketing campaign that features real life moms who depict the focus of the M.O.M campaign — loyalty, trust and reliability.

M.O.M will launch May 12, LivePerson added.

Bob Woods is the managing editor of InstantMessagingPlanet.

Reprinted from InstantMessagingPlanet.

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