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2015
EXPERT LEVEL
LivePerson Customer Success OfferingAdd Digital Engagement Experts to Your Team for Maximum Effectiveness
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EXPERT LEVEL LivePerson Customer Success Offering
© 2015 LivePerson, Inc.
LivePerson’s Customer Success program is well known for its outstanding work in helping businesses maximize the value of their LivePerson digital engagement infrastructure. New in 2015, customers can choose from four levels of Customer Success Offerings in addition to the standard Technical
Support Policy. The new offerings provide greater value for your organization, with new benefits and the opportunity to
tailor them to your specific needs.
LivePerson’s Expert Customer Success Offering is designed for enterprise customers with a significant LivePerson
deployment. With a combination of personalized and proactive customer value management, you will be have the
resources you need to get the most out of your LivePerson investment.
LivePerson’s Customer Success program helps organizations optimize their digital engagement investment in several different ways:
WHAT’S NEW IN 2015• Four levels of service to
meet your unique needs
• Faster technical support SLAs
• Improved training and webinar content
• Enhanced reporting tools and value deliverables
• Built-in Expansion Packs
• Experienced team members on select plans (see page 4 of Data Sheet for details):
» Technical Account Manager
» Operations Excellence Manager
» Enterprise Service Director
Produces regular reports and touchpoints 1 2 3
Subscribers to the Strategic Customer Success Offering are armed with the most extensive information, analysis, and recommendations to derive
maximum benefit.
Provides enhanced technical
and deployment support
Gives expert strategic
and operational advice
Scorecard 3.0
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EXPERT LEVEL LivePerson Customer Success Off ering
© 2015 LivePerson, Inc.
BUILT ON FOUR PILLARSLivePerson’s Customer
Success organization
leverages industry-leading
digital engagement experts
to help customers successfully
deploy and manage
LivePerson products and
services. The team is built
around four Pillars
of Excellence:
1. Account Management
Customer Value
managers form a
collaborative partnership
with customers. Drawing
upon a deep knowledge
of LivePerson products
and services, they help
develop short- and
long-term strategies
to grow and evolve
digital engagement
for organizations,
while improving
results delivered.
2. Customer Value
The Customer Success
team provides results-
driven value management
to help you maximize
your results. They work
with customers to establish
Key Performance Indicators
(KPIs) and create an
optimized program to
meet and exceed these
goals. A regular cadence
of reports, health checks,
analysis, and recommend-
ations not only keeps
customers well informed
but provides them with
strategic insight based on
current and prior trends.
Benefi tsSubscribers to the Expert Customer Success Off ering enjoy these benefi ts:
An Entire Team at Your ServiceYour Customer Success team includes:
A Customer Value Manager is responsible for helping you realize the maximum
benefi t of your LivePerson investment throughout the life of your LivePerson
relationship. The Customer Value Manager is the primary point of contact for
account-level activities and ensures that the proper cadence of reviews and strategic
assessments take place.
A Technical Account Manager provides a personalized support experience through
an in-depth understanding of your business. The Technical Account Manager serves
as the primary focal point for all technical escalations and works to ensure that the
support team meets your business needs.
An Implementation Manager works with your team to design, coordinate, and
manage LivePerson deployment projects.
A Deployment Engineer builds new digital engagement experiences for your
customers and serves as the technical point of contact for all technical assets of
your LivePerson deployment.
An Operations Excellence Manager focuses on the operational aspects of your
program by leveraging years of domain expertise and best practices to maximize
the yield from your digital engagement labor.
Enhanced Technical SupportYour Technical Account Manager is the focal point for enhanced levels of technical
support that you enjoy as a subscriber to the Expert Customer Success Off ering. He
or she handles all escalations and builds a strong relationship with your team to deliver
a personalized support experience based on a thorough knowledge of your business
and its needs. Deliverables include:
• Enhanced SLA timelines for initial response, status update, and resolution
• Direct dial to Tier 2 support
• Escalations handled by assigned Technical Account Manager
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EXPERT LEVEL LivePerson Customer Success Offering
© 2015 LivePerson, Inc.
Program ManagementYour Customer Value Manager serves as your primary point of contact for all
account-level initiatives and coordinates the delivery of all Customer Success services.
He or she develops a deep knowledge of your business and work with you to:
• Build processes and controls that help drive standards, efficiency, and
effectiveness in the overall management of your account
• Help develop short- and long-term strategies to grow and evolve digital
engagement and improve results delivered
• Continually keep you updated on our products, roadmap, new releases, and
new features and functionality that will help you maximize the value of your
LivePerson investment
Value ManagementYour Expert Customer Success Offering provides results-driven value management, and
your Customer Value Manager leverages the extensive experience of the team to:
• Assist with setting Key Performance Indicator (KPI) and Return on
Investment (ROI) goals
• Create an optimized program to meet and exceed these goals
• Establish a regular cadence of reports, analyses, and live meetings to monitor
progress; these include:
» Twice monthly Customer Health Scorecard and Value Summary
» Monthly Customer Health Scorecard
» A semi-annual quarterly onsite visit
» A semi-annual industry KPI analysis
• Provide analysis and recommendations for optimized operations
Enhanced Analytics, Reporting, and TrainingEnhanced scorecards and other reports with additional information and analytics
are included with the new Customer Success Offerings. These help you to further
optimize your success in digital engagement. Training content and webinars have
been improved, enabling you to get your new team members up and running
more effectively.
Expansion PacksThe Expert Customer Success Offering includes two Intermediate Expansion Packs,
which provide organizations with the opportunity to expand their LivePerson
footprints by either implementing new product or deploying a new line of business, all
at no additional cost or need for an additional contract or SOW. As part of this process,
you have access to an Implementation Manager to help you roll out these expansions.
3. Strategic Consulting
Our Global Professional
Services team brings a
wealth of experience and
insight to the strategic
planning of customers’ digital
engagement infrastructure.
Our comprehensive consulting
services provide domain
expertise and leverage insight
into business needs gleaned
from our work with each
customer in the Customer
Success Offerings.
4. Expansion
Implementation and
deployment experts leverage
extensive experience with
hundreds of LivePerson
deployments and expansions
to successfully launch your
initial digital engagement
infrastructure and make all
subsequent roll-outs seamless
and optimal. Expansion Packs
included with select levels of
LivePerson’s Customer Success
Offerings enable optimally
timed expansions without
executing a new contract.
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EXPERT LEVEL LivePerson Customer Success Off ering
© 2015 LivePerson, Inc.
About LivePersonLivePerson, Inc. (NASDAQ: LPSN) off ers a cloud-based platform that enables businesses to proactively connect in real-time with their customers via chat, voice, and content delivery at the right time, through the right channel, including websites, social media, and mobile devices. This “intelligent engagement” is driven by real-time behavioral analytics, producing connections based on a true understanding of business objectives and customer needs. LivePerson is headquartered in New York City with offi ces in Atlanta, San Francisco, Amsterdam, Berlin, London, Milan, Paris, Tel Aviv, Tokyo and Melbourne.
ContactLivePerson, Inc.475 Tenth Ave5th FloorNew York, NY 10018T: 212.991.1794F: [email protected]
FOR MORE INFORMATIONPlease visit
customersuccess.liveperson.com
or contact your LivePerson
representative.
Fundamentals Premier Expert Strategic
24/7 Business Critical Support (English Only) X X X X
Phone Support X X X X
Web Support X X X X
Chat Support X X X X
Enhanced Support SLA’s X X X
Direct to Tier 2 Support X X
Customer Value Manager X X X X
Implementation Manager X X X X
Operations Excellence Manager X X X X
Deployment Engineer X X X X
Technical Account Manager X X
Enterprise Service Director X
Customer Account Plan Twice Monthly Twice Monthly Twice Monthly Weekly
Customer Health Scorecard Review Twice Monthly Twice Monthly Twice Monthly Weekly
Industry KPI Analysis Annually Annually Semi-Annually Semi-Annually
On-Site Visit Annually Annually Semi-Annual Quarterly
Product Release ReviewWeb- Based Web-Based
By Invitation Webinar
Personalized and Tailored
Updates
Product Roadmap ReviewWeb- Based Web-Based
By Invitation Webinar
Personalized with Product
Management
Expansion Packs One BasicDeployment
Two Intermediate Deployments
Two Intermediate Deployments
Two Advanced Deployments
Agent & Transcript Analysis Quarterly Quarterly Monthly Monthly
On-Site Operations Monitoring and Diagnostics
Semi-Annually Semi-Annually
Target Analysis Quarterly Quarterly Monthly Monthly
Missed Opportunity Analysis Quarterly Quarterly Monthly Monthly
Agent Eff ectiveness Quarterly Quarterly Monthly Monthly
Segmentation Management
Plugin/Taglet Creation
Confi guration / Change Management
X X X X
Customer Health Scorecard (with a LP Analyst) 2x Per Month 2x Per Month 2x Per Month Weekly Review
Optimization Tools X X X
A/B Testing X X
Industry Benchmarks X
Onsite Review Annually
Self-Service Training X X X X
Remote Calendar Trainings (Webinars) X X X X
Passes to LivePerson Magnet School 4
Technical Support
Customer Value Management
Customer Value Deliverables
Expansion & Growth
Operational Excellence
Deployment Engineering Deliverables
Analytics & Reporting
Education & Training
LivePerson Customer Success Off erings