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LivePerson, Inc. CEO Discusses Q2 2012 Results - Earnings Call Transcript

Stocks in this article: LPSN

We now have some great used cases coming from customers who are using our new products. As many of you experienced firsthand, our customers, some at Aspire went global this year, as we hosted events in the U.K., Australia and New York. Nearly 500 customers gathered across several continents to witness of some of the world’s leading brands are utilizing LivePerson’s technology to more meaningfully engage their customers online. It was exciting to see some examples of customers leveraging more than one LivePerson product to successfully drive their overall engagement strategies.

At Aspire, Petco shared a case study of how using multiple LivePerson products in tandem can create a holistic customer engagement strategy. Petco has been an LP chat customer since 2010 and then when on to the Play LP Marketer and recently implemented LP Insights. After launching their new P.A.L.S. customer awards program, they wanted to drive adoption while deflecting more costly interaction. They deployed LP Marketer to engage customers with targeted messaging to sole tape the P.A.L.S. log in process. And this helped Petco deflect expensive time consuming voice calls and improve overall customer experience. When Petco implemented the voice to the customer capabilities of LP Insights, they were able to identify problems in the P.A.L.S. log in process that was preventing conversion and then use LivePerson Marketer to optimize the process and help customers locate their P.A.L.S. account number. Petco is a great example of how our customers can use multiple products to improve the overall online experience.

Home Depot also presented at our New York Aspire event. And Home Depot talked about how important it was for them to ride an interconnected brand experience for their customers both on and offline. With about 45% to 50% of their in-store purchases starting with the visit to, its vital for them to connect the online and offline customer experience, and they are utilizing LivePerson products to make that connection. A great example was a highly segmented awareness campaign, which Home Depot ran around their installation services by using the geo-location data we capture on a visitor, they were able to target consumers in 11 specific markets using LP Marketer and further narrowed the segment with product offerings that had a higher propensity for installation, which increased conversion rates. With over 300,000 FKUs on, the ability to run highly targeted campaign provide significant value.

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