Timpani Contact Center® Providing Live Chat, Email and Self-Service Knowledgebase
NEW YORK, Dec. 20 -- LivePerson, Inc. (NASDAQ:LPSN), a provider of online conversion solutions, today announced that Newegg.com®, (www.newegg.com), a leading online computer, consumer electronics, and communications product superstore, has bolstered its customer service capabilities in anticipation of the holiday season with the implementation of Timpani Contact Center® with live chat, email and self- service knowledgebase.
Initial results from the implementation have been extremely positive, with 85 percent of survey respondents indicating they were satisfied or very satisfied with the service. Newegg.com currently offers online customer service 15 hours each day and will soon extend LivePerson's service to 24/7.
"LivePerson's platform is a natural fit for our customer base," said Craig Hayes, vice president of customer support for Newegg.com. "Our shoppers are made up of IT professionals, students, gamers and others that use text messaging and chat in their daily routines. Timpani Contact Center® allows us to provide service on their schedules through their preferred mode of communication."
"LivePerson's service is a logical extension of our customer philosophy," said Kerrigan Hodnett, customer service manager for Newegg.com. "People that shop at Newegg.com are focused on the products they need and would rather not interrupt their shopping experience to wait for answers. Live chat allows us to provide them with the information they need while they're online -- saving them time and increasing our efficiency."
"Newegg.com has built an outstanding reputation in a very competitive industry by providing world-class customer service to the multi-channel consumer," said LivePerson CEO Robert LoCascio. "They recognize that online shoppers move quickly between channels like chat, email and self-service and have responded by offering choices based on their customers' preferences and schedules."
Newegg.com is an online e-commerce company that has created a powerful channel for manufacturers of computer hardware and software, consumer electronics and communications products to reach the do-it-yourselfers, hard core gamers, students, small to medium-sized businesses, IT professionals, resellers and consumers that desire a comprehensive digital lifestyle. At the Newegg.com website, consumers can find the latest technology parts and products, along with product information, pictures, how-to's, customer product reviews and opportunities to interact with other members of the technology and game enthusiast community.
Founded in 2001, Newegg.com has more than 6 million registered customers. Newegg.com headquarters are in City of Industry, Calif. For more information visit www.newegg.com/ or email firstname.lastname@example.org
LivePerson is a provider of online conversion solutions. Our hosted software enables companies to identify and proactively engage online visitors- increasing sales, satisfaction and loyalty while reducing service costs. Combining web-interaction technology (chat, email and a self-service knowledgebase) with a deep understanding of consumer behavior and industry best practices, LivePerson's Timpani(TM) platform engages the right customer, at the right time, with the right communications channel. This Engagement Marketing platform creates more relevant, compelling and personalized experiences-converting traffic into revenues, and facilitating real-time sales and customer service. More than 5,000 companies including EarthLink, Hewlett- Packard, Microsoft, Qwest and Verizon, rely on LivePerson to help maximize the return on their marketing and e-commerce investments. LivePerson is headquartered in New York City.
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Source: LivePerson, Inc.
Web site: http://www.liveperson.com/