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TheStreet Open House

News UK Implements LivePerson To Provide Enhanced Digital Customer Service On The New Sun+ Platform

LONDON, Oct. 1, 2013 /PRNewswire/ --  LivePerson Inc, (NASDAQ: LPSN) a leading provider of digital engagement solutions, today announced that News UK part of News Corp. the global media services and information company, has implemented its web and mobile live chat solutions on their digital platform Times+, which includes access to The Times , Sunday Times , as well as exclusive features and content. News UK has also implemented LivePerson's digital engagement solutions to provide an exceptional experience in their new Sun+ digital entertainment package.

(Logo: http://photos.prnewswire.com/prnh/20110105/NY24753LOGO-a)

Sun+ is a new digital entertainment package that gives subscribers 'anywhere' access to the latest news, sport and exclusive content online, and from all devices. News UK had previously relied on freeware tools to offer live chat services but with the planned launch of Sun+ digital entertainment package, and the lessons learned from previous customer service expectations through the delivery of the Times+, News UK identified the need for a best-of-breed service that enabled them to provide personalised, one-to-one customer engagement for immediate resolution of issues, whether online or via mobile.

Web and mobile live chat will be a critical addition to the Times+ customer service portfolio, allowing users to engage via their channel of choice. This will enable agents to provide real-time web support to individual customer enquiries for better first contact resolution and efficiency, rather than mass e-mail and web announcements. For the Sun+ digital entertainment package, the company will provide digital support via email and live chat across web and mobile so customers can receive help in their preferred channel, providing a more efficient and convenient level of service, and to ensure the user remains immersed in the digital experience.

The launch of Sun+ digital entertainment package marks a step forward in the evolution of digital subscriptions. News UK will use the intelligence gathered through live chat to further innovate and develop Sun+ to ensure the services are meeting customers' requirements. Live chat will enable agents to proactively engage visitors based on behaviour characteristics that indicate a need for assistance during their online experience, and will allow for a more optimal use of resources.

Due to the success and customer feedback during the first two months, the number of customer service agents employed to manage enquiries has since doubled, and will now support additional brands.  

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