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What Is LivePerson?

LivePerson is a real-time customer support and marketing intelligence solution for online businesses. It can be integrated into any web site to facilitate communications with your visitors.

LivePerson’s suite of applications include:

LivePerson Pro includes a powerful instant messaging solution which will help you increase your online sales, provide superior customer service to your web visitors and customers, and reduce your operating costs dramatically.

LivePerson Contact Center integrates email management, phone support through click-to-talk (LiveCall), and a dynamic FAQ/knowledgebase solution with the core features included in Liveperson Pro.

Contact Center ensures that your customers receive rapid and reliable responses to their questions by supporting multiple channels (chat, email or phone).

In addition, customers receive a unified response to their inquiries regardless of which channel they used or how many agents were involved in the interaction.

How Can LivePerson Benefit Small-To-Midsized Businesses?

LivePerson’s web site visitor engagement solution helps you increase your revenue and reduce your cost of operation, giving small-to-midsized businesses that extra cushion to survive and succeed in a competitive online landscape.

With online consumers being impatient, demanding, and even distrustful, live chat support minimizes these obstacles by enabling your agents to answer questions and solve problems at a faster pace than is possible with a traditional phone-in call center.

eCommerce retailers can lower their shopping cart abandonment rates and increase their sales by integrating live chat into their online web presence. The estimated value of merchandise left in abandoned virtual carts can run thousands of dollars per month, even for small-to-midsized online businesses.

Major causes of shopping cart abandonment include perceived security concerns and higher than expected shipping/handling costs.

But they also occur because retailers fail to offer their visitors a way to have their questions and concerns answered promptly while shopping.

In addition, the real-time marketing and analytics data that Liveperson chat support gives you is vital in managing your traffic-building campaigns profitably.

You'll learn how visitors found your website, what advertising campaigns lured them, what keyword phrases they used, how long and what pages they have been browsing, and even what product offers and sales copy works best on your web site.

Product Highlights

LIVEPERSON PRO

• Increases conversion rates – Not only can your visitors instantly reach you while they are browsing your website, you can also reach out to them and offer personalized online assistance using Liveperson proactive Live Engage capability.
  
  LivePerson Pro identifies where a visitor came from and the specific keyword phrases that brought them to your site. This information helps you quickly identify your best prospects while they are still browsing on your site.
  
  In addition, you can dramatically increase your sales by reducing shopping cart abandonment and initiating contact with visitors before they leave your site.
  
  Research shows that visitors who chat are three times more likely to make a purchase and their average order is 35% higher than non-chatters.
• Improves customer satisfaction – Live chat delivers superior customer service to your visitors which sets you apart from your online competition.
  
  This improved customer satisfaction level can generate more sales and invaluable word-of-mouth referrals. Visitors who chat are twice as likely to return to a chat-enabled website.
  
  What’s more, 85-90% of these visitors will most likely rate their experience with your website as good to superb.
• Lowers operation costs & increases agent productivity – Live chat provides a more cost-effective communications platform than the telephone.
  
  That's because one operator can support concurrent chat sessions while phone support can only handle one at a time. Also, chatters are more likely to get right to their questions as opposed to exchanging greetings, etc. which is common on the phone. Further, your visitor's questions and responses tend to be more laser focused and stay on topic since they are typing as opposed to talking.
  
  Liveperson's canned answers are a giant time-saver for your support operators. These are pre-written responses to common questions you have received in the past. They are easy to insert into your message and they can be edited to make them unique to a visitor's question before they are submitted.
  
  LivePerson’s unified agent desktop contributes to efficient multi-tasking and increased productivity.

LIVEPERSON CONTACT CENTER

• Increase online sales – Using the combined might of Live Chat, email, LiveCall phone support, and a self-service FAQ/knowledgebase, you can proactively capture your best prospects, using the right communication channel at the right time.
• Improves agent productivity and lowers customer interaction costs – With a unified response solution in LivePerson Contact Center, you can eliminate time-consuming switching between software programs or computers.
  
  Liveperson Contact Center’s integrated interface enables you to solve your customer's issues faster and more efficiently.
  
  Ultimately, this reduces service-related calls and inbound emails which can significantly lower your support costs.
• Enhances the overall customer experience – Seamless transition through chat to phone to email channels provides a smooth customer experience where your customer chooses the contact method they prefer.
  
  In addition, regardless of what method a customer uses to communicate, your agents will always have easy access to your customer's history of interactions with your business… from product inquiries to post-sale support.
• Increases customer satisfaction and loyalty – Customers will never again slip through the cracks. Contact Center’s automated tracking system ensures customer requests are meticulously answered.
  
  Prompt, well-informed responses promote increased customer satisfaction and loyalty to your business or brand.

Key Features

LIVEPERSON PRO

• Real-Time Site Monitoring – Real-Time intelligence allows you to pinpoint and respond to patterns and trends in visitor behavior and search engine traffic.
  
  LiveKeywords supplies detailed data on both paid and organic search results. You can fine-tune your strategies and maximize your return-on-investment (ROI) on your marketing and advertising campaigns.
• Productivity Tools – Co-browsing, canned answers, push-page and joint form-filling are automated tools that will help you make the customer and sales agent interaction more efficient and increase overall productivity of all concerned.
• Traffic & Conversion Reports – LiveAnalytics is an integrated reporting tool that delivers in-depth insight into which traffic sources lead to completed sales.
  
  These conversions are tracked across multiple channels, including email or telephone, which is a feature that is rare in web analytics software.
  
  The unique reports enable you to measure the true ROI of your online advertising and target your marketing budget in the most profitable areas.
• Quick & Easy Implementation – LivePerson code is easy to install in your web pages. Even non-technical users can quickly set it up without a hitch.

LIVEPERSON CONTACT CENTER

• Built-In Ticket System – Contact Center’s powerful ticket system stores all customer interactions... from sales inquiries to customer support issues.
  
  Tickets are always updated with current status (open or closed) and follow-up tasks. Issues requiring additional assistance can be easily delivered and escalated between departments.
• Unified Customer Communications History – A full 360-degree view of the customer and their interaction history keeps your agents well-informed and able to deliver efficient, accurate service.
  
  From call logs, chat transcripts, email inquiries, and FAQ/knowledgebase visits, agents have access to complete customer communications history.
• Contact Management – With the capability to easily capture and add customer information, Contact Center enables you to provide your customers with better and faster service. Contact Center links all customer interactions and tickets within one operator console.
• Integration with Third Party Systems – Liveperson Contact Center can also be integrated with third party systems like billing, CRM, SFA, customer database, and ecommerce platforms.

LivePerson Pro Highlights

Live Chat – Live Chat provides your visitors immediate assistance. Customers can request help whenever they need it. Your agents can instantly dispense product information or answer support-related questions while visitors are still on your site.

In addition, Liveperson's LiveEngage feature enables agents to proactively invite your visitors to chat. This is especially effective in preventing visitors from abandoning your web site too quickly.

Moreover, agents can chat with more than one visitor concurrently. Agents can use pre-written, canned answers to reply to routine questions.

By delivering live help to visitors when they need it most, Live Chat enables agents to:

• Capture visitors who most likely would have remained anonymous browsers.
  
  Furthermore, visitors who might be hesitating on product pages or ready to abandon their shopping cart can be saved and converted to a sale by inviting them to chat with a product or customer support specialist.
• You can also increase your average order amount by cross-selling or up-selling complementary products and accessories as well as extended warranties.
  
  Your agents have additional Liveperson tools available to help lead your visitors through your site to the exact products or information they are seeking.
• Live Chat significantly shortens the sales cycle by studying visitors and pushing them to relevant product information and answering their questions instantly.

Co-Browsing – Website agents can accompany or guide visitors through your site, giving them useful information, including the ability to highlight important sales copy or product descriptions.

Agents must get your visitor's permission to start a co-browse session.

Co-Browse features include:

• Full Co-Browse – This functionality is available on all pages of your website that has the LivePerson monitor code installed. Agents can see exactly what your visitor sees as they navigate through your site.
• Page Markup – Agents can highlight text to emphasize specific content on your web pages. This directs visitors to specific information they might have otherwise missed or ignored.  This ensures that important information is seen and reviewed.
• Co-Navigation – Agents can lead your visitors through pages with up and down scrolling functionality. These pages can include forms.

Joint Form-Fill – Agents can help visitors fill out complex online forms. While Joint Form-Fill enables agents to fill out routine fields, the system maintains security. It hides sensitive fields such as credit card numbers from the agent.

Joint Form-Fill helps reduce abandonment due to a customer’s hesitation in completing confusing or complex forms. This process also pinpoints areas of your web site that need to be improved.

Operator Console – The LivePerson operator console lets agents see who is browsing your site in real-time, including what pages they are on and what they are clicking.

In addition, agents can get expanded information about each visitor, including their geographic location, chat history, connection type, IP address, and history of visits to your site, among many other useful pieces of information.

By monitoring a visitor’s activity on your site, you can make a quick assessment as to whether a visitor is in the mood to buy. You can then engage that visitor by inviting them to chat. This is especially helpful if a visitor is about to abandon an order in your shopping cart.

Furthermore, the Operator Console identifies where a visitor came from and, if from a search engine, what keyword phrase they used to find your site.

Campaign Viewer/LiveKeywords – This module provides real-time intelligence about all of your marketing campaigns.

From the minute a visitor arrives on your site, Campaign Viewer provides in-depth details about that visitor. This data is grouped by campaign.

Campaign Viewer displays the following information for every visitor:

Campaign Medium – This is the type of campaign that brought the visitor to your site. Campaigns that can be tracked include Google AdWords and other PPC search engines, email marketing, affiliate programs, and more.

Campaign Source – This identifies where the visitor came from. For example, with pay-per-click (PPC) campaigns like Google Adwords, it would show the URL of the referring site.

This is important because Google has many partner sites where your ads could appear. This will enable you to easily judge the quality of traffic you are receiving and make adjustments in your Adwords account accordingly.

Search Keywords – This identifies the keyword phrase visitors used to find your site. For PPC campaigns, it also identifies the textual ad that triggered the click.

Creative – This is the version of the ad that the visitor clicked on to get to your site.

Name – This identifies the specific promotion that led the visitor to your site (i.e. free shipping, 20% off first-time purchases).

Campaign Viewer/LiveKeywords enables online marketers to quickly assess which visitors are your best prospects. You can also identify which campaigns are driving visitors to your site. This real-time feedback will help you optimize your ad campaigns quickly.

Knowing the keyword phrases used provides valuable clues to what your visitors are looking for. This also opens up cross-sell or up-sell opportunities to boost your average order size.

Live Analytics – This module provides a complete view of your site’s traffic and marketing campaigns. More importantly, it bridges the gap between your marketing efforts and actual visitor activity.

This accumulated data tells you which campaigns are the most successful so you can spend your ad dollars more efficiently.

Conversion Tracking Reports measure the true return-on-investment (ROI) of a company’s online marketing and sales initiatives. It accomplishes this by tracking sales and revenue uplift that might have resulted from live chat and phone interaction.

Moreover, the conversion reports capture all sales, including those made outside of the online checkout process. These include orders placed by live chat or phone.

LivePerson Contact Center Integrated Contact Channels

Email Management – LivePerson Contact Center’s Email Management module improves response time by as much as 50% by eliminating manual email processing.

Email Management was built to manage email inquiries for customer service, sales, and technical support help desks. It helps you route, track, and deliver messages.

The email management system fully integrates with LivePerson's canned answers, templates, and FAQ/Knowledgebase.

Solid tracking systems ensure a customer’s message is never lost and always responded to in a timely manner.

Email Management is a Win-Win. Your customers are happy with the prompt response they receive and you can significantly lower your operating costs at the same time.

Click-to-Talk (LiveCall) – Visitors can request customer or sales support to call them by clicking on the click-to-talk button (found on the same graphic as Live Chat).

The visitor provides the phone number where they want to be reached in the LiveCall module. LivePerson then routes the call request to the appropriate department in the company, based on the page where visitor is on your site.

For example, visitors on a product page would be routed to a sales specialist. Similarly, a visitor on the shipping options page would be routed to customer support. In all cases, a representative from the appropriate department will phone them.

Not only does LiveCall provide immediate assistance, it provides relevant assistance.

In addition, the LiveCall agent has access to the customer's complete interaction history. This gets the agent quickly up to speed on prior issues that may be relevant.

LiveCall is also fully integrated with Live Chat and Email Management. Therefore, transferring customers between departments or personnel is seamless. Transferring from one channel to another is also smooth (i.e. web to voice).
 
FAQ/Knowledgebase – This self-service help desk portal can lower service costs by 35% by allowing customers to find their own answers.

Visitors can find immediate answers using a powerful combination of dynamic FAQ's, category browsing and search technology.

The knowledgebase can provide both product and customer service information.

If a visitor can’t find their answer in the FAQ/Knowledgebase, they can quickly and easily ask for help by any of LivePerson’s integrated communication channels (phone, email, live chat) .

You can also use the knowledgebase while handling live chat or email inquiries. Links and articles from the FAQ/Knowledgebase can be inserted into emails or chat sessions.

Finally, the topics visitors browse and search for in the knowledgebase can be monitored in real-time. This insight can be used to improve the knowledgebase and better serve your customers in Live Chat.

Comparison of LivePerson Pro & LivePerson Contact Center

Live Chat and Web Analytics are the core features in LivePerson Pro.

LivePerson Contact Center's expanded feature set includes other communications channels such as email and phone support. Furthermore, Contact Center provides a help desk portal with its dynamic FAQ/Knowledgebase.

All modules of Pro and Contact Center are seamlessly integrated. Both customers and agents can move smoothly from live chat to phone to email. Customer information can also be easily transferred and collected from all communications channels.

Below is a side-by-side comparison of LivePerson Pro and LivePerson Contact Center product features.

 

Tagging Unlimited Sites You Own

LivePerson puts no limits on the number of sites you can tag. This means that you can share resources and data among all the sites you own or control.

You will definitely want to install Liveperson's web analytics code on every site you own, even if you don't intend to offer Live Chat on every site. You will gain invaluable, real-time analytics information that is not available elsewhere.

There are also a few reasons why you might want to install the Liveperson code on sites you control but don't own.

First of all, a webmaster may want to monitor visitor click paths on client sites in order to improve the navigation structure and usability.

Second, pay per click account managers might want to monitor a client's ad campaign stats, visitor activity and conversions in real time to make money-saving adjustments fast.

Third, you may want to offer customer support services to other businesses. It is a needed service, especially for smaller web sites that can not justify their own full time support personnel.

LivePerson provides real-time tracking, including your visitor’s location on your site.

LivePerson Best Practices

With LiveEngage, you can invite your visitors to chat. However, knowing who, when, and how to engage visitors takes some practice. Not all visitors will welcome or accept your invitation. In fact, it might just make them leave your site and never return.

Through more than 5,000 installations, LivePerson has established a clear, solid Best Practices guide to help users meet their goals—whether it is increased sales revenue or improved customer support.

Some key behaviors that LivePerson's Best Practices guide provides:

• Time-Based Chat Auto Invite: This sends a chat invite automatically to visitors who have been browsing on your site for an amount of time you set.
• Search Engine Query Auto Invite: This sends a chat invite to visitors who find your site through a search engine.
• Return Customer Auto Invite: This automatically invites repeat visitors.
• Geographic Location Auto Invite: You can also program LivePerson to invite visitors from specific countries for a chat.

Live chat invitations based on browsing behavior can help you keep visitors on your site and help you lead them to the products and services they are seeking.

Advantages & Disadvantages of LivePerson

LivePerson is the most full-featured chat support platform on the market. It has all the features you need to provide your web visitors and customers outstanding customer support and sales assistance.

While Liveperson's huge feature set is the greatest advantage to me, it could possibly be considered a disadvantage to some. Sure, it can be challenging to learn how to use all of the features to their full potential.

However, setting up LivePerson is actually quite simple. My advice is to master one feature at a time, starting with Live Chat, and work your way through the other advanced features. Clear instructions are included in the PDF manuals and there are an abundance of online video training tutorials on the Liveperson site.

You will be multi-tasking with LivePerson before you know it. But remember, each agent does not have to learn the entire Liveperson system. They only have to master the skills (tasks) they are assigned, such as Live Chat. Each operator can be assigned skills and permissions by an administrator.

LivePerson’s Monitoring Capabilities is one of its major advantages for me. LivePerson offers every monitoring and tracking feature out there.

Not only can you watch visitors as they move through your site but you also know where they came from and how they found you. Making a connection between the keyword phrases your visitor used to find your site and what products they put in your shopping cart (which LivePerson will show you as well) is priceless real-time marketing intelligence.

I suppose you could initially consider LivePerson's pricing structure a disadvantage until you compare its feature set to the competition and the huge potential Liveperson provides you to increase your sales, optimize your advertising campaigns and lower your operating costs.

When you consider these important factors, Liveperson becomes a steal that you can not afford to be without, especially with the discount savings of up to 40% that I can offer you below.

My Personal Recommendation On Liveperson

As a Google Adwords account manager, I am as impressed with the real-time marketing intelligence possibilities with Liveperson as I am with the customer service aspect, which is substantial indeed.

In fact, I am so impressed with Liveperson I featured many ways you can use it to boost your own sales and conversion rates in my brand new Ultimate Website Conversion Course.

A key component in increasing your conversions rates is learning exactly what your market wants so you can provide it to them.

I devoted an entire module, Listen To What They Ask, on how to do this easily with Liveperson.

If you don't know what your market wants, everything else you do is meaningless.

Check Out The Ultimate Website Conversion Course!

Standard Liveperson Pricing (Not Yours)

Liveperson is priced on the basis of concurrent operators. You will only pay for the maximum number of employees that will be logged into the software at the same time.

You can (and should) train many support and sales personnel how to use Liveperson and have them rotate duty as required throughout the day.

For example, let's say Sally handles live chat on your site in the mornings and Jill takes over in the afternoons. That's just one concurrent seat.

Even if you have Norma covering your chat requests in the evening, you are still only paying for one concurrent seat.

Remember, each operator can handle many chats at a time so this is much more efficient than phone support. The cost savings for you will be substantial.

Of course, the number of Liveperson seats you will require will depend on your business goals and site traffic. I recommend that you at least start with one Liveperson Pro seat so you can see for yourself how you can provide a superior level of support in less time.

That's not to mention the real-time marketing intelligence you'll gain with Liveperson's vast array of analytics tools. That alone is worth the price of admission.

The standard monthly subscription fee for Liveperson Pro is $99 per seat.

Contact Center, which includes all of the Pro features and more, is $150 per month.

That's certainly reasonable when you factor in the considerable increased sales and cost savings you will receive as a direct result.

But I can help you do better. Much better.

I have negotiated a group discount that I can pass along to you to today.

Discover how you can save up to 40% on Liveperson below.

 

Thanks to my marketing partnership with Liveperson, you can enjoy the following substantial discounts.

For each seat of Liveperson Pro, you'll pay only $79 per month. That's a 20% savings.

If you can pay annually, your price drops like a rock to just $713 per year per seat, a whopping 40% discount. Do the math. That's an average of just $59.42 per month or a measly $2 a day.

Yes, just $2 a day and you can have Liveperson Chat and analytics on every site you own or control, with no chat or traffic volume limitations.

That's like getting a new, fully loaded Cadillac for the price of a used Chevy.

If you would like to use the additional communications channels offered by Contact Center, you'll pay only $120 per month per seat. Again that's a 20% discount.

Prepay annually and you'll save an additional 10% off of Contact Center.

However, Liveperson has imposed some restrictions on this offer as follows:

If you qualify, you can sign up for a free, no obligation Liveperson Pro trial evaluation before making a final decision about the term and service level that suits you best.

Sign Up Today For A Free Trial and
Reap The Benefits Of 20-40% Discounts On Liveperson Pro Or Contact Center

 

Once you reach our partner page, feel free to chat with a Liveperson representative to confirm that you are eligible for this discount offer for 5 Star Publishing customers and subscribers. Plus, you can discuss your business needs and get advice on implementing Liveperson on your sites.

Liveperson support reps should be familiar with the details of this offer. If not, please provide them with the pricing outlined above.

If you have any problems, please email me at: support@5starpublishing.com before proceeding with your free trial so you are assured of receiving your qualifying discounts.

I am certain you will be very pleased with the services provided by Liveperson.

To your online marketing success,

P. S. Don't forget to check out the Ultimate Website Conversion Course

* Liveperson, Liveperson Pro and Liveperson Contact Center are trademarks of Liveperson, Inc.

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