essential level liveperson customer success offering › sites › default › files › ...•...
TRANSCRIPT
2014
ESSENTIAL LEVEL
LivePerson Customer Success OfferingAdd Digital Engagement Experts to Your Team for Maximum Effectiveness
1
ESSENTIAL LEVEL LivePerson Customer Success Offering
© 2014 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 2014, 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 Essential Customer Success Offering offers a combination of proactive customer value management and
rich self-service training and knowledge management capabilities. With experienced LivePerson professionals assigned
to your team, you 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 2014
• 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
for select plans
• New roles and team
structure, including new
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 Essential Customer Success Offering are armed with the information, analysis, and
recommendations needed to derive maximum benefit.
Provides enhanced technical
and deployment support
Gives expert strategic
and operational advice
Scorecard 3.0
2
ESSENTIAL LEVEL LivePerson Customer Success Offering
© 2014 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 Success
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.
BenefitsSubscribers to the Essential Customer Success Offering enjoy these benefits:
A Customer Value Manager A Customer Value Manager is responsible for helping you succeed and realize
the maximum benefit 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.
Technical SupportThe Essential Customer Success Offering offers 24×7 business critical support and support
by phone, Web, and live chat, with the aggressive SLA timelines of LivePerson’s standard
technical support contract.
Account 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 Essential 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
• Help 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:
» Monthly Customer Health Scorecard and Value Summary
» Self-service Customer Health Scorecard
• Provide analysis and recommendations for optimized operations
3
ESSENTIAL LEVEL LivePerson Customer Success Offering
© 2014 LivePerson, Inc.
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.
For More Information Please visit customersuccess.liveperson.com or contact your LivePerson representative.
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.
4
ESSENTIAL LEVEL LivePerson Customer Success Offering
© 2014 LivePerson, Inc.
About LivePersonLivePerson, Inc. (NASDAQ: LPSN)
offers 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 offices in San Francisco,
Atlanta, Tel Aviv, Amsterdam,
London, and Melbourne.
Contact LivePerson, Inc.
475 Tenth Ave
5th Floor
New York, NY 10018
T: 212.991.1794
F: 212.609.4233
www.liveperson.com
Essential 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
Technical Account Manager
X X
Customer Value Manager X X X X
Implementation Manager X X X
Operations Excellence Manager
X X X
Deployment Engineer X X X
Enterprise Service Director X
Customer Value Summary Monthly Twice Monthly Twice Monthly Weekly
Customer Health Scorecard Review Monthly Twice Monthly Twice Monthly Weekly
Industry KPI Analysis Annually Semi-Annually Semi-Annually
On-Site Visit Annually Semi-Annual Quarterly
Product Release Review
Web- Based Web-BasedBy Invitation
Webinar
Personalized
and Tailored
Updates
Product Roadmap Review
Web-BasedBy Invitation
Webinar
Personalized
with Product
Management
Expansion Packs Two Intermediate
Deployments
Two Intermediate
Deployments
Two Advanced
Deployments
Agent & Transcript Analysis
Quarterly Monthly Monthly
On-Site Operations Monitoring and Diagnostics
Semi-Annually Semi-Annually
Target Analysis Quarterly Monthly Monthly
Missed Opportunity Analysis
Quarterly Monthly Monthly
Agent Effectiveness Quarterly Monthly Monthly
Segmentation Management
Plugin/Taglet Creation
Configuration / Change Management
20 60 120
Customer Health Scorecard
Self-ServiceMonthly Review
Monthly Review
Bi-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 Hours
Analytics & Reporting
Education & Training
LivePerson Customer Success Offerings