LivePerson Intelligent Engagement Generates 299% ROI for ShopNBC

Independent Study Reflects Significant Incremental Value from Implementation of Live Chat on Retailer's Web Channel

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Mar 03, 2010, 12:28 ET

NEW YORK, March 3, /PRNewswire-FirstCall/ -- LivePerson, Inc. (Nasdaq: LPSN), a provider of online engagement solutions that facilitate real-time assistance and expert advice, today announced key findings of a commissioned study, conducted by Forrester Consulting on behalf of LivePerson, illustrating the incremental value and benefits of a LivePerson intelligent engagement solution deployed at ShopNBC.com, the online companion of the ShopNBC television channel.

The study examines the total economic impact and potential return on investment (ROI) online retailers may realize by deploying a LivePerson pay-for-performance solution. The LivePerson pay-for-performance delivery model provides a turnkey customer acquisition channel, wherein LivePerson provides operations and program management, and outsourced agent labor via its network of outsourced call center partners. For the ShopNBC deployment, LivePerson partnered with 24-7 INtouch, a leading multi-channel contact center outsourcer, for agent labor and service delivery. Low setup costs combined with the pay-per-order model were the primary contributors to ShopNBC's 3-year risk-adjusted ROI of 299% and a payback period of less than two months.

Forrester's Key Findings:

In conducting in-depth interviews with ShopNBC, Forrester found that the company achieved the following specific results with LivePerson's intelligent engagement solution:

Increased incremental conversion rates in the online channel. LivePerson enabled ShopNBC to achieve a 24% conversion rate on all chats, with 65% of all chat-assisted orders being incremental.
Increased average online order value. ShopNBC reported that online customers who chat spend on average 38% more money than customers who do not chat.
Reduced cancel and return rate. ShopNBC observed that customers who chat are less likely to cancel an order or return their received goods. A drop of 12.2% in the cancel and return rate was reported.
Increased number of online orders for "returning" customers. ShopNBC customers who had previously completed chat-assisted orders placed a higher number of orders when they returned to the site.

"This new study illustrates, yet again, the incremental value our intelligent engagement solutions deliver to customers," said Jim Dicso, Senior Vice President of Business Solutions Sales & Service for LivePerson. "Ensuring the right visitor is targeted at the right moment with the right agent is critical to live chat program success. The unique targeting capabilities of our platform combined with a proven customer acquisition methodology are what continue to enable customers to drive more value through the online channel."

Listen to a Principal Analyst from Forrester Research discuss the results of this study in a webcast replay. To download, please visit http://bit.ly/deuBZl.

To learn more about the LivePerson and 24-7 INtouch Pay-for-Performance Solutions, please download our white paper at http://bit.ly/d6SF2C.

About LivePerson

LivePerson (http://www.solutions.liveperson.com/) is a provider of online engagement solutions that facilitate real-time assistance and expert advice. Connecting businesses and experts with consumers seeking help on the Web, LivePerson's hosted software platform creates more relevant, compelling and personalized online experiences. Every month, LivePerson's intelligent platform helps millions of people succeed online. More than 8,000 companies, including EarthLink, Hewlett-Packard, Microsoft, Qwest, and Verizon, rely on LivePerson to maximize the impact of the online channel. LivePerson is headquartered in New York City.

About 24-7 INtouch

24-7 INtouch (www.24-7intouch.com) is a leading contact center outsourcing company that delivers innovative and value-driven outsourcing solutions via voice, live chat and email, across all industry segments. Using the most advanced technology in the industry and Certified Sales and Customer Service Representatives, the multi-channel approach taken by 24-7 INtouch addresses both long and short term goals to reduce costs, increase incremental revenue and deliver lifetime customer loyalty. The company operates under two service delivery models, Shared and Dedicated, which cater to the specific needs of each client with scalable and customized solutions. The 24-7 INtouch team is aligned to act as brand specialists, representing their client's brand, culture and employees in each business partnership.

About ShopNBC

ShopNBC is a multi-channel electronic retailer operating with a premium lifestyle brand. The shopping network reaches 73 million homes in the United States via cable and satellite television: DISH Network channels 134 and 228; DIRECTV channel 316. Programming is also streamed live on the web at http://www.ShopNBC.TV. Its companion Internet site, http://www.ShopNBC.com, is recognized as a top e-commerce site. ShopNBC is owned and operated by ValueVision Media (Nasdaq: VVTV). With a premium blend of unique products, exciting on-air presentations, celebrity guests and more, ShopNBC is poised to delight and surprise customers with an unforgettable shopping experience that encompasses both high quality and a strong commitment to value.

SOURCE LivePerson, Inc.