ADVANCED INSIGHTS

Transform consumer and agent data into information you can use.

LivePerson's Advanced Insights is a powerful text and sentiment analytics tool that enables your brand to collect, listen to, and act on key KPIs around consumers and agents. Our specialists can help you configure the solution, set up appropriate reports, and import any external data you want to include in the analysis.

Do more with data

Turn customer service into a value center

Your customer service department benefits in a number of ways. Learn where you can increase self service, how to incorporate customer feedback into internal processes, and what the upsell and cross-sell opportunities are.

Alert sales and marketing of opportunities

Automated alerts tell your sales reps when high-value visitors are on your site, and tailored messaging targets your most profitable prospects. LiveEngage Insights also identifies dissatisfied customers and what changes you should make to turn their sentiment around.

Incorporate customer feedback

Import structured and unstructured data from a variety of text-based sources for comprehensive analysis. Its algorithms are powerful enough to examine, categorize, and make sense of all
your data.

See The Facts

    Customer relations

  • What at the customers chatting about?
  • Which chat topics are not converting well?
  • Why are customers abandoning their cart?

    Product performance

  • What are consumers saying about your product?
  • What can you do to improve your products?
  • Are consumers mentioning your price? What are they saying about it?

    Web optimization

  • Who is on your website?
  • What are they doing on your site?
  • What questions come up the most often?

    Agent training

  • Who are the top and bottom performing agents?
  • What behaviors are causing a poor customer experience?

Client success

  • Financial software giant Intuit opted to combine business units into a centralized service internally known as the Chat Center for Excellence. The newly combined team used LivePerson Insights to identify what behaviors and language enable agents to maximize conversion rates while also achieving the highest customer satisfaction. They were able to coach agents on how to increase conversion rates, what phrasing to use in conversion, and where to find the best resources to address common questions.

    Results: Some product lines saw a 20% increase in customer satisfaction rates, and time to resolution for customer problems was reduced significantly.
  • Consumer photo service Snapfish set up LivePerson Insights 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. Through this, they identified needed improvements to their website, coached agents to support an enhanced customer experience, and increased their search engine marketing efforts.

    Results: Customer inquiries for order-related issues went down by 60%, and order modification requests decreased by 40%.
  • Results: Some product lines saw a 20% increase in customer satisfaction rates, and time to resolution for customer problems was reduced significantly.
    Results: Customer inquiries for order-related issues went down by 60%, and order modification requests decreased by 40%.