LivePerson Solutions Brief. Pay-for-Performance Managed Services for Chat

Transcription

1 LivePerson Solutions Brief Pay-for-Performance Managed Services for Chat October 2013

2 hello Achieve the Results You Need Quickly With Industry-leading Chat Operations Experts LivePerson s Pay-for-Performance managed services combine the cutting-edge technology of the LiveEngage platform with the industry s most experienced chat program managers, delivering the specific digital engagement results you need very quickly. Fees for the services are based on our achievement of agreed-upon performance goals, as spelled out in the Master Agreement that you develop with LivePerson. Why Use Managed Services for Your Chat Infrastructure? The cost per interaction with live chat is lower than with any other human-assisted channel, but getting the best return on your live chat investment requires highly optimized operations. Three factors typically stand in the way of maximum value: Cost, specifically the inability to achieve a desired outcome with in existing budget Quality of interactions, as it is a challenge to recruit and train chat agents to facilitate multiple customer conversations that meet internal expectations Scale, the inability to scale a chat program in a managed way, while controlling quality and cost Chat operations are different, and change in the industry is swift and ongoing. LivePerson s chat operations managers have developed best practices based on the experience of thousands of customers, including some of the biggest organizations in the world. Their expertise enables them to optimize every aspect of your chat infrastructure, from technology to processes to agent training LivePerson, Inc. 1

3 Who Can Benefit from Pay-for-Performance Managed Services? Pay-for-Performance services are ideal for organizations that have sufficient web volume to support an agent team of 15 or more, and have a clear idea of what they want to accomplish. Customers can choose Pay-for-Performance services for the initial rollout of the LiveEngage platform, and existing customers who are self-managing LiveEngage can transition to Pay-for-Performance services. e-commerce Sales For the e-commerce sales leader, live chat has the potential to reduce a company s cost per acquisition and to drive additional incremental sales by combining a well-tuned site visitor engagement strategy with agents proficient at online sales. LivePerson Pay-for-Performance services can deliver these results quickly without interrupting existing momentum. What Do You Want To Optimize? These following are some ROI areas that could be included in a Pay-for-Performance agreement. For each relevant category, LivePerson works with you to define goals and timelines for meeting them. 1. Reduction in fully-loaded cost per interaction 2. Reduction in cost per acquisition Marketing Leaders Marketing leaders value systems that help make customers into promoters. LiveEngage Pay-for-Performance services apply our internal best practices for world-class chat programs to recruit and train chat agents to have conversations with customers that exceed expectations.this results in improved brand perception, greater customer satisfaction, and in the case of several of our customers J.D. Power awards for excellence. Service Leaders For service leaders, the focus is on the cost of resolution. A timely solution to the initial problem, along with appropriate use of cross-sell and upsell opportunities, are big factors in customer satisfaction and key elements of the program. LivePerson Pay-for-Performance services can help agents enhance the quality of conversations, creating cross-sell and upsell opportunities that don t typically exist for a service center. 3. Reduction in cost per resolution 4. Increase in customer satisfaction or Net Promoter scores 5. Increase in cross-sell and upsell ac tivities What Does a Pay-for-Performance Engagement Look Like in Practice? When you engage LivePerson s Pay-for-Performance services, we work with you as an operational partner rather than a technology vendor. You don t even have to pay separately for the software infrastructure, as technology is included in the Pay-for-Performance pricing. LivePerson will work with your team to determine one or two key performance indicators (KPIs) on which Pay-for-Performance pricing will be based, along with specific goals and timelines. Once the Master Agreement is in place, the Pay-for-Performance team will focus intently on deploying the technology and processes necessary to meet these goals. Technology is included in the Pay-for- Performance pricing LivePerson, Inc. 2

4 Communicate, and Communicate Some More The following is an example of the cadence of communications in a Pay-for-Performance engagement: Daily Pay-for-Performance Campaign Manager receives reports on KPIs, makes adjustments on the fly Using the Scorecard capability in the LiveEngage Communications are key to any services platform and additional analytics only available to engagement, and are even more important in a Pay-for-Performance customers, your LivePerson dynamic channel like live chat. Your team will meet Pay-for-Performance campaign manager will weekly and perhaps even more frequently with monitor your KPIs and related metrics on a real-time the LivePerson Pay-for-Performance team, as well basis. By monitoring performance trends, the team as with LivePerson partners involved in can proactively work at the product and operational service delivery. levels to make adjustments on the fly, and see the results in virtual real time. What Results Can I Expect? Pay-for-Performance customers usually see Under normal circumstances, customers realize tangible positive movement in core KPIs within 60 at least a 10 percent reduction in fully-loaded days and are typically able to scale to an optimal cost-per-interaction, with many surpassing environment in six to nine months. this goal. 1-2 Times Per Week Calibration session hosted by LivePerson with client and service delivery partner Weekly Operational review between LivePerson and client Operational review between service delivery partner and client Quarterly Business review with management and stakeholders Improvement will be noted at every layer quality, agent output, customer comments, satisfaction scores, and ROI. For more information, visit or contact your LivePerson account team member. Improvement is noted at every layer quality, agent output, customer comments, satisfaction scores, and ROI pricing LivePerson, Inc. 3

5 The Pay-for-Performance Difference Channel Staffing Agent Training Operations Management Self-Managed Live Chat Pay-for-Performance Services LivePerson manages the targeting technology and staffing levels to maximize the client s desired result LivePerson adapts and delivers the client's training content for ongoing agent training LivePerson takes the lead to manage day-to-day operations, with collaboration from the client, to ensure that quality expectations are met and results align with expectations Strategy LivePerson works with the client Pricing About LivePerson Software pricing (cost-per-interaction) + needed services + self-management costs 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, and Melbourne. Contact to devise a strategy based on best practices Single fee to LivePerson based on achievement of agreed-upon goals LivePerson, Inc. T: Tenth Ave F: th Floor [email protected] New York, NY Customer Success Raising CSAT satisfaction by 20 points in one month A well-known telecommunications company had an self-managed live chat program. Customer satisfaction percentages hovered in the upper 50s, and the cost of the program was higher than expected. The company decided that Pay-for-Performance would be a good option to drive performance. Thirty days after launching Pay-for-Performance services, customer satisfaction for the Pay-for-Performance team was above 90 percent, while agent output increased almost threefold. Customer Success Reducing costs while getting J.D. Power s attention A long-term Pay-For-Performance client worked with LivePerson on a strategy focused on creating passionate promoters of the brand via chat conversations that would exceed visitors expectations. Through combined technology and operational training efforts, Net Promoter scores were raised by 10 to 20 percentage points over the course of a year. As a result of these improvements, the company won a J.D. Power award for excellence for its live chat channel LivePerson, Inc. 4