Overstock.com Enhances Customer Experience Using Proactive Chat from LivePerson
New York, NY, December 14, 2004 --(PR.com)-- LivePerson, Inc. (Nasdaq: LPSN), a leading provider of communications solutions for online sales, marketing and customer service, announced today that Overstock.com® (Nasdaq: OSTK), the popular online discount retailer, has adopted Timpani Sales and Marketing to enhance web-based interactions with customers. Early results have been promising. Using Timpani's proactive, permission-based chat technology, Overstock.com has experienced increases in average order size and conversion rates through this channel.
Leveraging Timpani's real-time analytics and intelligent business rules engine, Overstock.com proactively engages website visitors, initiates online interactions and supplies live assistance at critical stages during a shopper's browsing and buying process. Exit survey data revealed customers are pleased with the added level of service the technology provides; of the 88% of respondents who rated their chat experience as "good to excellent," nearly 60% chose "excellent." As one user wrote, "I am so glad you have this service. I would have been unable to purchase today without the help I received."
"We never stop searching for ways to better serve our customers," said Tad Martin, Vice President of Merchandising and Operations at Overstock.com. "Adding permission-based chat has expanded our communication channels with customers and enables us to offer the best medium of interaction for each individual customer. Additionally, the return on investment we've experienced has surpassed our expectations, thanks in large part to the hard work of LivePerson's professional service team."
Enhanced service and customer satisfaction has translated into increased sales for the retailer. As a result of offering live chat on targeted pages throughout its website, Overstock.com has increased average order size and improved conversion rates.
"As one of the top 10 internet retailers in the country, the public recognizes Overstock.com as the online destination for values and customer service," said Robert LoCascio, LivePerson CEO. "We're pleased that Timpani contributes to their success and applaud their commitment to customers, technology and innovation."
About LivePerson
LivePerson is a leading provider of communications solutions for online sales, marketing and customer service. LivePerson's Timpani platform enables online businesses to identify and engage the right customer with the right communication channel at the right time, thereby enhancing the online experience. Chat, marketing and selling tools, a self-service knowledgebase and email management are combined with industry-leading channel matching technology, rules-based intelligence, routing and reporting, to offer clients the opportunity to increase sales, lower customer service costs and enhance the customer experience. The company's roster of more than 3,000 customers, including EarthLink, Microsoft, Hewlett Packard, Qwest, Verizon and AT&T, have long reported significant savings, increased sales and high customer satisfaction using LivePerson's technologies. LivePerson is headquartered in New York City.
Overstock.com® is the registered trademark of Overstock.com, Inc.
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LivePerson Contact
Michael Matkin
Ricochet Public Relations
(212) 905-6194
mmatkin@ricochetpr.com
Source: LivePerson
Leveraging Timpani's real-time analytics and intelligent business rules engine, Overstock.com proactively engages website visitors, initiates online interactions and supplies live assistance at critical stages during a shopper's browsing and buying process. Exit survey data revealed customers are pleased with the added level of service the technology provides; of the 88% of respondents who rated their chat experience as "good to excellent," nearly 60% chose "excellent." As one user wrote, "I am so glad you have this service. I would have been unable to purchase today without the help I received."
"We never stop searching for ways to better serve our customers," said Tad Martin, Vice President of Merchandising and Operations at Overstock.com. "Adding permission-based chat has expanded our communication channels with customers and enables us to offer the best medium of interaction for each individual customer. Additionally, the return on investment we've experienced has surpassed our expectations, thanks in large part to the hard work of LivePerson's professional service team."
Enhanced service and customer satisfaction has translated into increased sales for the retailer. As a result of offering live chat on targeted pages throughout its website, Overstock.com has increased average order size and improved conversion rates.
"As one of the top 10 internet retailers in the country, the public recognizes Overstock.com as the online destination for values and customer service," said Robert LoCascio, LivePerson CEO. "We're pleased that Timpani contributes to their success and applaud their commitment to customers, technology and innovation."
About LivePerson
LivePerson is a leading provider of communications solutions for online sales, marketing and customer service. LivePerson's Timpani platform enables online businesses to identify and engage the right customer with the right communication channel at the right time, thereby enhancing the online experience. Chat, marketing and selling tools, a self-service knowledgebase and email management are combined with industry-leading channel matching technology, rules-based intelligence, routing and reporting, to offer clients the opportunity to increase sales, lower customer service costs and enhance the customer experience. The company's roster of more than 3,000 customers, including EarthLink, Microsoft, Hewlett Packard, Qwest, Verizon and AT&T, have long reported significant savings, increased sales and high customer satisfaction using LivePerson's technologies. LivePerson is headquartered in New York City.
Overstock.com® is the registered trademark of Overstock.com, Inc.
###
LivePerson Contact
Michael Matkin
Ricochet Public Relations
(212) 905-6194
mmatkin@ricochetpr.com
Source: LivePerson