Actionable Voice of the Customer Intelligence: Analyze ... · Actionable Voice of the Customer...
Transcript of Actionable Voice of the Customer Intelligence: Analyze ... · Actionable Voice of the Customer...
LP Insights
2011 LivePerson, Inc.© 1
Actionable Voice of the Customer Intelligence: Analyze Deeper, Act Faster & Continuously Measure Improvements
Recognizing the need for our customers to take advantage of the insights hidden in their customer conversations, LivePerson has
introduced a powerful set of new business intelligence tools which represent a quantum leap over existing transcript analysis and
reporting processes.
LP Insights is designed to translate both your ‘Voice of the Customer’ and ‘Voice of the Agent’ data sources into actionable insights
that power your customer experience management initiatives. LP Insights monitors, measures, and makes sense of customers’
words, behavior, reasons for contact, buying patterns, and sentiments to deliver turn-key intelligence to your desktop.
The LP Insights platform is built to quickly identify key trends in your operational performance, such as:
Business Insights
Gain a deep understanding of your customers’ perspectives on your products, service levels and position in the market.
• Glean key insights into customers’ buying preferences and quality of on-boarding processes
• Monitor and analyze customer observations about product use, packaging and pricing to improve merchandising strategy and execution
• Improve self-service sales and support by data mining customer conversations and survey input to identify process and user interface improvements
• Gain a deep view of support processes, including full analysis of service to sales up-sell opportunities
• Measure feedback from a variety of sources throughout the customer lifecycle
• Immediately view reasons for customer churn
• Improve business effectiveness and ensure compliance by automating QA processes
Quickly see satisfaction trends, frequency of types of customer commentary and distribution trends. Drill down to see customer sentiment scores
on specific topics.
LP Insights
2011 LivePerson, Inc.© 2
Program Insights
Dive deeper into your chat programs to identify new opportunities
for increased conversions, program optimization, and cost reduction
through improvements in processes and policies.
Root Cause Analysis:
• Categorize contacts by type and volume
• Correlate key metrics to contact types (CSAT, FCR, AHT, etc.)
• Use cluster data analysis to uncover themes
Trend Identification:
• Quickly spot emerging trends
• Analyze identified trends and issues over time to measure the impact of process improvements
• Automate deep-dive analysis to determine if your latest findings are a one-time event or the beginning of a new trend
• Determine the effectiveness of scripts and pre-configured content; measure the outcome of adjustments, or perform A/B test to analyze multiple options to drive program improvements
Agent Insights
Fully understand what happens in chat agents’ customer
conversations where leads, sales, low FCR rates, or high CSAT ratings
are measured. Gain a true “Voice of the Agent” perspective to
analyze results alongside your “Voice of the Customer” analysis.
• Stack rank agents based on performance against key metrics
• Use text mining to identify phrases and content used by top performing agents
• Apply performance metrics to coach agents on how to better engage visitors
• Identify the impact of the use of scripts and canned responses to improve coaching initiatives
• Correlate transcripts and chat agent survey results with conversational text mining to better understand agent classification methodology and validate operational assumptions
Cluster your customer conversations into similar categories, and use a
our Root Cause Dashboard to quickly uncover the events that are
driving business performance.
Use a variety of graphical displays to view category output, allowing you
to quickly see total volume, and preview the comments within
each category.
LP Insights
2011 LivePerson, Inc.© 3
How it Works
Provide Context: Our turn-key solution
automatically collects and transforms
your chat transcripts and, through
correlation with structured data (CSAT,
FCR scoring, conversions, etc.), places
them into meaningful context with
your customer operations data. Output
from your analytic models is delivered
through our Insights Portal – a web-
based dashboard which allows you to
clearly visualize data patterns – leading
to actionable insights previously hidden
from view.
Hear the Social Voice: Augment your
view with the addition of both internal
and external text sources. Take advantage
of our built-in data connectors to
Lithium, NM Incite’s Buzz Metrics, and
Radian6, as well as direct API connections
to Facebook and Twitter, to create a
“listening” platform that enables a
deeper understanding of how your
customers perceive your brand. Compare
these external insights to your internal
conversations to immediately see where
and how social media is truly influencing
your bottom-line.
Reveal Insights: LivePerson can provide
you with Insights Summary Reporting
to help point your business in the right
direction, or, we can train your analytics
team how to use our tool. In either case,
you make the decision on how and where
you focus resources to analyze your data
in the most effective way.
Extract actionable intelligence from your
customer interactions using LivePerson
Insights. Using our powerful new features,
leverage the valuable information
your customers and agents are sharing
to identify trends, develop product,
process or program improvements and
continuously measure results. Monitor,
measure and make sense of your
customer feedback from both
internal and external sources with
LP Insights!