LivePerson Solution Brief
LivePerson
Insights
A Deep Understanding of Customer
Needs to Improve Your Bottom Line
2014
LIVEPERSON INSIGHTS LIVEPERSON SOLUTIONS BRIEF
Deploying
LivePerson Insights
Since it is a part of the
cloud-based LiveEngage
platform, organizations
that are chatting with
customers simply need
LivePerson Insights is a powerful text and sentiment analytics tool that enables organizations to collect,
listen to, and act on the Voice of the Customer and the Voice of the Agent. Digital engagement interactions
are analyzed using Big Data techniques Natural Language Processing (NLP), which identifies key concepts
and ranks each clause in a conversation according to an 11-point sentiment scale. This analysis can be
customized according to the questions you want to answer, using built-in industry and classification
templates. LivePerson Insights can also integrate other structured and unstructured data into its analysis, to
provide a consolidated view of customer sentiment from multiple sources.
to activate LivePerson
Insights in order to analyze
those conversations.
A dedicated team of
LivePerson Insights
specialists is available
through the LivePerson
Customer Success
organization. They can help
Why LivePerson Insights?
If your organization uses live chat, you probably look to structured measurements such as customer
satisfaction scores, conversion rates, and average time to resolution to monitor how well the channel is
doing. You likely supplement these metrics with some analysis of live chat conversations: for agent coaching,
to gauge customer feedback, and/or to understand why visitors get stuck at a certain point in the online
buying process.
These efforts bring value to your organization, but they are incomplete for these reasons:
you configure the solution,
set up the appropriate
reports, and import any
external data you would
like to include in the
analysis. With a variety of
• Structured data only tells you so much about how customers feel about your company and
your products.
• Manual analysis of conversations is time-consuming, only covers a small percentage of total
conversations, and may be prone to subjective interpretation.
built-in templates, it is easy
LivePerson Insights combines structured and unstructured data to get a full picture of the Voice of the
to customize LivePerson
Customer and the Voice of the Agent. Part of the cloud-based LiveEngage platform, LivePerson Insights is
Insights for your business
a turnkey Customer Experience Management solution that can be up and running in a few days. And the
and its objectives.
solution is intuitive and easy to use—even for non-experts. Team members across multiple departments can
easily access and extract actionable insights—from live chat conversations a variety of other data sources
that you can import into the platform. This ultimately translates into a richer customer experience, products
that better meet customers’ needs, and higher revenue and profits.
Tag Parts of
Speech & Entities
Understand Clauses
& Relationships
Noun
Verb
Adverb
Noun
Adjective
Adverb
Adjective
“The fabric was too sheer and the delivery was really slow.”
1
Extract Facts
Verb
2
Sheer fabric
Slow delivery
NOT
Slow fabric
Sheer delivery
More than one topic can be expressed in a single sentence, and a visitor’s sentiment level may differ from topic to topic.
LivePerson’s Natural Language Processing (NLP) technology analyzes each clause to ensure that all aspects of customer feeback
are captured accurately.
© 2014 LivePerson, Inc.
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LIVEPERSON INSIGHTS LIVEPERSON SOLUTIONS BRIEF
Who can benefit from LivePerson Insights
LivePerson Insights can provide actionable information to address the central questions asked by a variety of
people in your organization such as:
1.
A Tail-Wagging
Customer Experience
A major pet supply retailer
than just a cost center?
2.
wanted to better understand
what online and in-store
Call center operations: How do I improve
3.
Product management: How can we develop
products that are aligned with customer needs?
customer satisfaction and prove that we are more
4.
Customer Experience/Voice of the Customer:
Sales and marketing: How can we use customer
How do I create targeted programs and
feedback to continuously improve our campaign
understand the customer lifecycle?
effectiveness?
customers were thinking, but
What are the features and benefits of LivePerson Insights?
existing customer feedback
LivePerson Insights gives you access to various features through an easy-to-use interface. From a
was captured in multiple,
disparate data sources. The
company used LivePerson
functionality standpoint, these include:
1.
Insights to consolidate and
Insights provides the most robust sentiment scale on the market, scoring every idea separately rather than
analyze structured and
unstructured data from
live chat conversations, Net
simply providing one general score.
2.
your organization get to the “Aha!” moment more quickly.
product reviews.
3.
The results were
wide ranging:
quality: Customers
considered a number of
private label products to
be low in quality and even
dangerous. Feedback was
passed to brand managers
and product manufacturers
for immediate action.
Easy insight extraction: You can display analysis in a variety of graphical formats, including word clouds,
heat maps, dashboards, dual-axis reporting, comparative reporting, and more. This variety of designs helps
Promoter surveys, and online
Insights into product
Eleven-point sentiment scale: There is a difference between “a good meal” (+1) and “the best meal I’ve ever
had” (+5). And different phrases in a sentence can reflect different topics and sentiment level. LivePerson
Event and theme detection: You identify and categorize themes in your customer feedback and link those
themes with customer sentiment. Algorithm-based linguistic variables help every piece of feedback to be
connected to the right theme and sentiment level.
4.
Root cause analysis: With a click of a mouse, you can find out what is driving volume and sentiment. This
helps you identify causes of problems, recognize emerging trends, and take action in a timely manner.
5.
Built-in alerts: You can configure LivePerson Insights to alert you when something changes in a statistically
significant way. And contextual alerts help you stay on top of compliance and liabilities, such as “I fell in the
store and am going to sue.”
6.
Customizable analysis: You can customize the sentiment scale according to your business and industry (e.g.,
Great Value might be your private label brand rather than an expression of sentiment). Non-specialists can
manage such rules exceptions easily with an intuitive interface.
Identifying website
improvements: Thirtynine percent of abandoned
shopping carts resulted
from website issues, the
most common being with
PayPal requests. The IT team
was tasked with finding a
resolution.
Helping in-store customer
service: A significant
percentage of detractors who
contacted online support felt
they did not receive sufficient
help from store associates,
but some stores performed
better than others. Specific
concerns were passed along
to each store.
LivePerson Insights also has technology integration points that enhance the analysis customers get when
using it; these include:
1.
-1
APIs and connectors: Pre-built integrations with
Microsoft Excel, BaazarVoice, Radian6, Lithium,
+2
Salesforce.com, Facebook, and Twitter allow for
quick and easy processes for reporting and data
import.
2.
is designed to work with structured and
unstructured data from any system or application
and integrate with any business intelligence (BI)
I have wonderful antivirus protection.
-3
+1
It is very frustrating to use the right user ID and password,
and it still fails.
That sounds affordable.
-3
Technology agnostic: LivePerson Insights
My DSL service keeps being interrupted.
+3
-2
I can reauthorize after PC Tune UP runs every time, but it
is a hassle!
You are phenomenal. If a little old lady can follow your
instructions, then that is proof of how good you are.
But my Internet is down now because of a problem with
the password.
tool. This eliminate the need to “rip and replace”
anything when you start doing analysis through
the LiveEngage platform.
With LivePerson Insights, sentiment is scored for each word in
a document, and across all documents in the dataset.
© 2014 LivePerson, Inc.
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LIVEPERSON INSIGHTS LIVEPERSON SOLUTIONS BRIEF
What about my other customer feedback data?
For many organizations, feedback from CSAT surveys, live chat conversations, CRM notes, online comments,
“Picture Perfect”
Digital Engagement
at Snapfish by HP
Consumer photo service
Snapfish by HP deployed
LivePerson Insights in 2012 to
get a comprehensive view of
the customer experience by
analyzing conversations from
the company’s customer
service, sales support, and
VIP deployments of the
LiveEngage platform. This
information is shared with
the entire company through a
weekly Voice of the Customer
report, categorizing the top
10 reasons that customers
contact the customer
advocacy team.
Information gleaned using
LivePerson Insights has
helped Snapfish with the
following initiatives:
and social media posts resides in a variety of systems that do not talk to each other. These silos not only
make pulling data more difficult, but also make it very difficult to get a big picture view of what your
customers are thinking.
With LivePerson Insights, you can import structured and unstructured data from a variety of text-based
sources into the LiveEngage platform for comprehensive analysis. The algorithms in LivePerson Insights
are powerful enough to examine, categorize, and make sense of all your data. This creates a single source
of information that informs the entire organization—from product management to customer service, from
sales and marketing to business operations.
Internal
Emails
Collect, Transform, Deliver,
and Implement
Product Management
Surveys
Chat
Operations
Online Feedback
Call Center
Customer Care
Voice Recording
Web Analytics
Customer Data Warehouse
LivePerson Insights
External
Sales and Marketing
Human Resources
Twitter
Facebook
Identifying
needed website
improvements
Coaching agents
on how to provide
the best customer
experience
Focusing its search
engine marketing
efforts
Executives
Social Media
Blog Posts
Product Reviews
Forums & Communities
Collect all sources in one place
Listen in any language
Support enterprise scalability
and security
Create actionable customer
experience insights
Customer Experience
Structured and unstructured data from a variety of sources can be imported into LivePerson Insights. This data can be analyzed
alongside live chat conversation data and structured visitor data generated by the LiveEngage platform. The result is a
comprehensive view of customer sentiment with actionable data that is useful to many teams in your organization.
Recognizing market
opportunities for
new products and
services
The company saw tangible
results as soon as the
first round of website
improvements identified by
LivePerson Insights went
live. Customer inquiries for
order-related issues went
down by 60 percent, and
order modification requests
decreased by 40 percent.
© 2014 LivePerson, Inc.
4
LIVEPERSON INSIGHTS LIVEPERSON SOLUTIONS BRIEF
How can LivePerson Insights help my business?
LivePerson Insights can bring tangible results to functions across your organization. For the Customer
“Quickening” the
Customer Experience
at Intuit
Financial software giant Intuit
opted in 2011 to combine the
disparate live chat programs
for different business units
into a centralized service
internally known as the
Chat Center for Excellence.
The newly combined team
used LivePerson Insights
Voice of the Agent analysis
to identify which behaviors
and language enable agents
to maximize conversion
rates while also achieving
the highest customer
satisfaction.
Service department, the solution helps with a number of priorities:
1.Containing costs: Identify website changes that increase self service
2.Addressing issues early: Receive real-time alerts of changes in sentiment
3.Improving CSAT: Understand links between customer feedback and internal processes
4.Increasing revenue: Assist sales teams by identifying cross sell/upsell opportunities
5.Becoming a value center: Provide intelligence to help product teams meet customer needs
For Sales and Marketing professionals, LivePerson Insights addresses these fundamental needs:
1.Maximizing lead gen: Use automated alerts to notify sales reps of high-value visitors
2.Creating effective campaigns: Tailor your messaging to the most profitable prospects
3.Listen to the Voice of the Customer: Identify drivers of dissatisfaction and make changes to
address them
4.Making sense of feedback overload: Consolidate your customer feedback data, including social
media, in one place
As a result of this analysis,
the management team was
able to provide agents with
coaching on:
Page links to pass to
visitors to increase
conversion rates
Which phrasing is
most likely to result in
conversion
What internal
resources best
address common
customer questions
The results were impressive.
Some product lines saw a 20
percent increase in customer
satisfaction rates, and the
time to resolution for customer
problems was reduced
significantly.
About LivePerson
LivePerson, Inc. (NASDAQ: LPSN) offers a cloud-based platform that enables businesses to proactively
connect in real-time with their customers via chat, voice, and content delivery at the right time, through
the right channel, including websites, social media, and mobile devices. This “intelligent engagement” is
driven by real-time behavioral analytics, producing connections based on a true understanding of business
objectives and customer needs. LivePerson is headquartered in New York City with offices in San Francisco,
Atlanta, Tel Aviv, London, Amsterdam, and Melbourne.
Contact
LivePerson, Inc.
T: 212.991.1794
475 Tenth Ave
F: 212.609.4233
5th Floor
[email protected]
New York, NY 10018
www.liveperson.com
© 2014 LivePerson, Inc.
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