LivePerson Expands Real-Time CRM
Updated · Jun 28, 2001
Online communications enabler, LivePerson, Inc., has released LivePerson Exchange — a suite of four major customer relationship management (CRM) components that build upon LivePerson Corporate.
“We spent several months listening to customers and incorporating their suggestions into our new product release,” said Robert LoCascio, CEO of LivePerson. “The LivePerson Exchange release completes the integration of HumanClick and LivePerson, and sets a global standard for real-time customer interaction on the Internet.”
Using an application service provider model, LivePerson Exchange will be comprised of:
LivePerson Corporate Chat — The operator installed software includes key new features such as the ability to collect information regarding customers’ needs prior to each chat using a fully customizable pre-chat survey. The customizable end-of-call and operator surveys enable administrators to monitor the quality and content of chats, as well as the overall customer experience. Administrators will have access to an online reporting module to measure operator performance and the value created with chat.
LivePerson E-mail — Incoming e-mails are routed to the appropriate department using intelligent e-mail routing technology in a secure environment. Auto Responders alert customers that their inquiry has been received, and a response is on the way. To shorten response time, operators may utilize standardized response forms, access the FAQ knowledge base to find answers to questions, and view previous e-mails from customers. All client interactions are stored in a secure, closed loop system. Sales and customer service representatives can receive instant notification of leads through wireless alert capabilities, whether they’re in the office or on the road.
LivePerson FAQ and Document Management — In the new release of the FAQ product, customers have access to 24/7 self-help by typing in questions or searching through pre-established categories. Responses to questions are based on text and advanced theme-based searches.
Headquartered in New York City, LivePerson provides technology that facilitates real-time sales and customer service for companies doing business on the Internet.