LP Insights

2011 LivePerson, Inc.© 1

Actionable Voice of the Customer Intelligence: Analyze Deeper, Act Faster & Continuously Measure Improvements

Recognizing the need for our customers to take advantage of the insights hidden in their customer conversations, LivePerson has

introduced a powerful set of new business intelligence tools which represent a quantum leap over existing transcript analysis and

reporting processes.

LP Insights is designed to translate both your ‘Voice of the Customer’ and ‘Voice of the Agent’ data sources into actionable insights

that power your customer experience management initiatives. LP Insights monitors, measures, and makes sense of customers’

words, behavior, reasons for contact, buying patterns, and sentiments to deliver turn-key intelligence to your desktop.

The LP Insights platform is built to quickly identify key trends in your operational performance, such as:

Business Insights

Gain a deep understanding of your customers’ perspectives on your products, service levels and position in the market.

• Glean key insights into customers’ buying preferences and quality of on-boarding processes

• Monitor and analyze customer observations about product use, packaging and pricing to improve merchandising strategy and execution

• Improve self-service sales and support by data mining customer conversations and survey input to identify process and user interface improvements

• Gain a deep view of support processes, including full analysis of service to sales up-sell opportunities

• Measure feedback from a variety of sources throughout the customer lifecycle

• Immediately view reasons for customer churn

• Improve business effectiveness and ensure compliance by automating QA processes

Quickly see satisfaction trends, frequency of types of customer commentary and distribution trends. Drill down to see customer sentiment scores

on specific topics.

LP Insights

2011 LivePerson, Inc.© 2

Program Insights

Dive deeper into your chat programs to identify new opportunities

for increased conversions, program optimization, and cost reduction

through improvements in processes and policies.

Root Cause Analysis:

• Categorize contacts by type and volume

• Correlate key metrics to contact types (CSAT, FCR, AHT, etc.)

• Use cluster data analysis to uncover themes

Trend Identification:

• Quickly spot emerging trends

• Analyze identified trends and issues over time to measure the impact of process improvements

• Automate deep-dive analysis to determine if your latest findings are a one-time event or the beginning of a new trend

• Determine the effectiveness of scripts and pre-configured content; measure the outcome of adjustments, or perform A/B test to analyze multiple options to drive program improvements

Agent Insights

Fully understand what happens in chat agents’ customer

conversations where leads, sales, low FCR rates, or high CSAT ratings

are measured. Gain a true “Voice of the Agent” perspective to

analyze results alongside your “Voice of the Customer” analysis.

• Stack rank agents based on performance against key metrics

• Use text mining to identify phrases and content used by top performing agents

• Apply performance metrics to coach agents on how to better engage visitors

• Identify the impact of the use of scripts and canned responses to improve coaching initiatives

• Correlate transcripts and chat agent survey results with conversational text mining to better understand agent classification methodology and validate operational assumptions

Cluster your customer conversations into similar categories, and use a

our Root Cause Dashboard to quickly uncover the events that are

driving business performance.

Use a variety of graphical displays to view category output, allowing you

to quickly see total volume, and preview the comments within

each category.

LP Insights

2011 LivePerson, Inc.© 3

How it Works

Provide Context: Our turn-key solution

automatically collects and transforms

your chat transcripts and, through

correlation with structured data (CSAT,

FCR scoring, conversions, etc.), places

them into meaningful context with

your customer operations data. Output

from your analytic models is delivered

through our Insights Portal – a web-

based dashboard which allows you to

clearly visualize data patterns – leading

to actionable insights previously hidden

from view.

Hear the Social Voice: Augment your

view with the addition of both internal

and external text sources. Take advantage

of our built-in data connectors to

Lithium, NM Incite’s Buzz Metrics, and

Radian6, as well as direct API connections

to Facebook and Twitter, to create a

“listening” platform that enables a

deeper understanding of how your

customers perceive your brand. Compare

these external insights to your internal

conversations to immediately see where

and how social media is truly influencing

your bottom-line.

Reveal Insights: LivePerson can provide

you with Insights Summary Reporting

to help point your business in the right

direction, or, we can train your analytics

team how to use our tool. In either case,

you make the decision on how and where

you focus resources to analyze your data

in the most effective way.

Extract actionable intelligence from your

customer interactions using LivePerson

Insights. Using our powerful new features,

leverage the valuable information

your customers and agents are sharing

to identify trends, develop product,

process or program improvements and

continuously measure results. Monitor,

measure and make sense of your

customer feedback from both

internal and external sources with

LP Insights!