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2014
LivePerson Solution Brief
LivePerson InsightsA Deep Understanding of Customer Needs to Improve Your Bottom Line
© 2014 LivePerson, Inc. 2
LIVEPERSON INSIGHTS LIVEPERSON SOLUTIONS BRIEF
Why LivePerson Insights?
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.
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:
• 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.
LivePerson Insights combines structured and unstructured data to get a full picture of the Voice of the
Customer and the Voice of the Agent. Part of the cloud-based LiveEngage platform, LivePerson Insights is
a turnkey Customer Experience Management solution that can be up and running in a few days. And the
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.
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.
Deploying LivePerson Insights
Since it is a part of the
cloud-based LiveEngage
platform, organizations
that are chatting with
customers simply need
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
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
built-in templates, it is easy
to customize LivePerson
Insights for your business
and its objectives.
1 2
Noun NounAdverb AdverbVerb VerbAdjective Adjective
“The fabric was too sheer and the delivery was really slow.”
Sheer fabricSlow delivery
Slow fabricSheer deliveryNOTExtract Facts
Tag Parts ofSpeech & Entities
Understand Clauses& Relationships
© 2014 LivePerson, Inc. 3
LIVEPERSON INSIGHTS LIVEPERSON SOLUTIONS BRIEF
What are the features and benefits of LivePerson Insights?LivePerson Insights gives you access to various features through an easy-to-use interface. From a
functionality standpoint, these include:
1. 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
Insights provides the most robust sentiment scale on the market, scoring every idea separately rather than
simply providing one general score.
2. 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
your organization get to the “Aha!” moment more quickly.
3. 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.
Who can benefit from LivePerson InsightsLivePerson Insights can provide actionable information to address the central questions asked by a variety of
people in your organization such as:
1. Call center operations: How do I improve
customer satisfaction and prove that we are more
than just a cost center?
2. Sales and marketing: How can we use customer
feedback to continuously improve our campaign
effectiveness?
3. Product management: How can we develop
products that are aligned with customer needs?
4. Customer Experience/Voice of the Customer:
How do I create targeted programs and
understand the customer lifecycle?
LivePerson Insights also has technology integration points that enhance the analysis customers get when
using it; these include:
1. APIs and connectors: Pre-built integrations with
Microsoft Excel, BaazarVoice, Radian6, Lithium,
Salesforce.com, Facebook, and Twitter allow for
quick and easy processes for reporting and data
import.
2. Technology agnostic: LivePerson Insights
is designed to work with structured and
unstructured data from any system or application
and integrate with any business intelligence (BI)
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.
I have wonderful antivirus protection.
My DSL service keeps being interrupted.
It is very frustrating to use the right user ID and password,and it still fails.
That sounds affordable.
I can reauthorize after PC Tune UP runs every time, but itis a hassle!
You are phenomenal. If a little old lady can follow yourinstructions, then that is proof of how good you are.
But my Internet is down now because of a problem withthe password.
+2
-1
-3
+1
-3
+3
-2
A Tail-Wagging Customer ExperienceA major pet supply retailer
wanted to better understand
what online and in-store
customers were thinking, but
existing customer feedback
was captured in multiple,
disparate data sources. The
company used LivePerson
Insights to consolidate and
analyze structured and
unstructured data from
live chat conversations, Net
Promoter surveys, and online
product reviews.
The results werewide ranging:
Insights into product
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.
Identifying website
improvements: Thirty-nine 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.
© 2014 LivePerson, Inc. 4
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,
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.
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.
LivePerson Insights
Collect, Transform, Deliver,and Implement Product Management
Operations
Customer Care
Sales and Marketing
Human Resources
Executives
Customer Experience
Internal
ExternalTwitter
Social Media
Blog Posts
Product Reviews
Forums & Communities
Emails
Surveys
Chat
Online Feedback
Call Center
Voice Recording
Web Analytics
Customer Data Warehouse
Collect all sources in one place
Listen in any language
Support enterprise scalabilityand security
Create actionable customerexperience insights
“Picture Perfect” Digital Engagement at Snapfish by HPConsumer 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:
Identifying needed website improvements
Coaching agents on how to provide the best customer experience
Focusing its search engine marketing efforts
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. 5
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
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
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
New York, NY 10018
www.liveperson.com
“Quickening” the Customer Experience at IntuitFinancial 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.
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.
