LivePerson Customer Success Offering

Transcription

1 STRATEGIC LEVEL LivePerson Customer Success Offering Add Digital Engagement Experts to Your Team for Maximum Effectiveness 2015

2 LivePerson s Customer Success program is well known for its outstanding work in helping businesses maximize the value of their LivePerson digital engagement infrastructure. New in 2015, customers can choose from four levels of Customer Success services in addition to the standard Technical Support Policy. The new offerings provide greater value for your organization, with new benefits and the opportunity to tailor them to your specific needs. LivePerson s Strategic Customer Success Offering is designed for large enterprises with a business-critical LivePerson digital engagement infrastructure. An extensive team of technical, tactical, and strategic experts provides optimal levels of personalized and proactive customer value management to help organizations achieve their sales, service, and customer loyalty goals. LivePerson s Customer Success program helps organizations optimize their digital engagement investment in several different ways: Produces regular reports and touchpoints Provides enhanced technical and deployment support Gives expert strategic and operational advice Subscribers to the Strategic Customer Success Offering are armed with the most extensive information, analysis, and recommendations to derive maximum benefit. Scorecard 3.0 WHAT S NEW IN 2015 Four levels of service to meet your unique needs Faster technical support SLAs Improved training and webinar content Enhanced reporting tools and value deliverables Built-in Expansion Packs Experienced team members on select plans (see page 4 of Data Sheet for details):» Technical Account Manager» Operations Excellence Manager» Enterprise Service Director 1

3 Benefits Subscribers to the Strategic Customer Success Offering enjoy these benefits: An Entire Team at Your Service Your Customer Success team includes: A Manager is responsible for helping you realize the maximum benefit of your LivePerson investment throughout the life of your LivePerson relationship. The Manager is the primary point of contact for account-level activities and ensures that the proper cadence of reviews and strategic assessments take place. A Technical Account Manager provides a personalized support experience through an in-depth understanding of your business. The Technical Account Manager serves as the primary focal point for all technical escalations and works to ensure that the support team meets your business needs. An Implementation Manager works with your team to design, coordinate, and manage LivePerson deployment projects. A Deployment Engineer builds new digital engagement experiences for your customers and serves as the technical point of contact for all technical assets of your LivePerson deployment. An Operations Excellence Manager focuses on the operational aspects of your program by leveraging years of domain expertise and best practices to maximize the yield from your digital engagement labor. An Enterprise Service Director drives executive-level steering committee meetings, quarterly ROI meetings, and other business-critical touchpoints for your organization. The Enterprise Service Director possesses an intimate understanding of your business and advocates on your behalf to LivePerson s product management, engineering, and executive teams for critical product enhancements and issue resolution. Enhanced Technical Support Your Technical Account Manager is the focal point for enhanced levels of technical support that you enjoy as a subscriber to the Strategic Customer Success Offering. He or she handles all escalations and builds a strong relationship with your team to deliver a personalized support experience based on a thorough knowledge of your business and its needs. Deliverables include: Enhanced SLA timelines for initial response, status update, and resolution Direct dial to Tier 2 support Escalations handled by assigned Technical Account Manager BUILT ON FOUR PILLARS LivePerson s Customer Success organization leverages industry-leading digital engagement experts to help customers successfully deploy and manage LivePerson products and services. The team is built around four Pillars of Excellence: 1. Account managers form a collaborative partnership with customers. Drawing upon a deep knowledge of LivePerson products and services, they help develop short- and long-term strategies to grow and evolve digital engagement for organizations, while improving results delivered. 2. The Customer Success team provides resultsdriven value management to help you maximize your results. They work with customers to establish Key Performance Indicators (KPIs) and create an optimized program to meet and exceed these goals. A regular cadence of reports, health checks, analysis, and recommendations not only keeps customers well informed but provides them with strategic insight based on current and prior trends. 2

4 Program Your Manager serves as your primary point of contact for all account-level initiatives and coordinates the delivery of all Customer Success services. He or she develops a deep knowledge of your business and work with you to: Build processes and controls that help drive standards, efficiency, and effectiveness in the overall management of your account Help develop short- and long-term strategies to grow and evolve digital engagement and improve results delivered Continually keep you updated on our products, road map, new releases, and new features and functionality that will help you maximize the value of your LivePerson investment Value Your Strategic Customer Success Offering provides results-driven value management, and your Manager leverages the extensive experience of the team to: Assist with setting Key Performance Indicator (KPI) and Return on Investment (ROI) goals Create an optimized program to meet and exceed these goals Establish a regular cadence of reports, analyses, and live meetings to monitor progress; these include:» A weekly scorecard and value summary» Bi-weekly reviews of A/B testing and optimization tools» A quarterly on-site visit» A semi-annual industry KPI analysis Provide analysis and recommendations for optimized operations Enhanced Analytics, Reporting, and Training Enhanced scorecards and other reports with additional information and analytics are included with the new Customer Success Offerings. These help you to further optimize your success in digital engagement. Training content and webinars have been improved, enabling you to get your new team members up and running more effectively. 3. Strategic Consulting Our Global Professional Services team brings a wealth of experience and insight to the strategic planning of customers digital engagement infrastructure. Our comprehensive consulting services provide domain expertise and leverage insight into business needs gleaned from our work with each customer in the Customer Success Offerings. 4. Expansion Implementation and deployment experts leverage extensive experience with hundreds of LivePerson deployments and expansions to successfully launch your initial digital engagement infrastructure and make all subsequent roll-outs seamless and optimal. Expansion Packs included with select levels of LivePerson s Customer Success Offerings enable optimally timed expansions without executing a new contract. Expansion Packs The Strategic Customer Success Offering includes two Advanced Level Expansion Packs, which provide organizations with the opportunity to expand their LivePerson footprints by either implementing new product or deploying a new line of business, all at no additional cost or need for an additional contract or SOW. As part of this process, you have access to an Implementation Manager and a Deployment Engineer to help you roll out these expansions. 3

5 LivePerson Customer Success Offerings Technical Support 24/7 Business Critical Support (English Only) Fundamentals Premier Expert Strategic Phone Support Web Support Chat Support FOR MORE INFORMATION Please visit customersuccess.liveperson.com or contact your LivePerson representative. Deliverables Expansion & Growth Operational Excellence Deployment Engineering Deliverables Analytics & Reporting Education & Training Enhanced Support SLA s X X X Direct to Tier 2 Support X X Manager Implementation Manager Operations Excellence Manager Deployment Engineer Technical Account Manager Enterprise Service Director X Customer Account Plan Twice Monthly Twice Monthly Twice Monthly Weekly Customer Health Scorecard Review Twice Monthly Twice Monthly Twice Monthly Weekly Industry KPI Analysis Annually Annually Semi-Annually Semi-Annually On-Site Visit Annually Annually Semi-Annual Quarterly Product Release Review Product Roadmap Review Expansion Packs Agent & Transcript Analysis On-Site Operations Monitoring and Diagnostics Web- Based Web- Based One Basic Deployment Web-Based Web-Based Two Intermediate X By Invitation Webinar By Invitation Webinar Two Intermediate X Personalized and Tailored Updates Personalized with Product Two Advanced Quarterly Quarterly Monthly Monthly Semi-Annually Semi-Annually Target Analysis Quarterly Quarterly Monthly Monthly Missed Opportunity Analysis Quarterly Quarterly Monthly Monthly Agent Effectiveness Quarterly Quarterly Monthly Monthly Segmentation Plugin/Taglet Creation Configuration / Change Customer Health Scorecard (with a LP Analyst) 2x Per Month 2x Per Month 2x Per Month Weekly Review Optimization Tools X X X A/B Testing X X Industry Benchmarks X Onsite Review Annually Self-Service Training Remote Calendar Trainings (Webinars) Passes to LivePerson Magnet School 4 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 Atlanta, San Francisco, Amsterdam, Berlin, London, Milan, Paris, Tel Aviv, Tokyo and Melbourne. Contact LivePerson, Inc. 475 Tenth Ave 5th Floor New York, NY T: F: info@liveperson.com 4