Petco Explores Customer Sentiment with LivePerson's LP Insights

Administrator — Mon, 23 Jul 2012 14:36:00 GMT

Real-time engagement and analytics solutions are certainly all the rage these days among enterprise marketers, but who are these platforms really designed for and how do they work? With so many variations on engagement-focused software solutions (some are focused on conversion others on gathering data), an example is always welcome.

Leading pet specialty retailer Petco is using LivePerson’s LP Insights to gain intelligence on customer sentiment and using it influence their customer service online and in-store. The recently launched LP Insights from LivePerson (NASDAQ: LPSN) provides a text analytics solution (making sense of words and behaviors) that turns “voice of customer” data into insights that can influence a range of management initiatives across an enterprise. For example, Petco can analyze chat transcript data as well as survey results, analytics, emails, call transcripts and social media to help their enterprise enhance products, processes and policies.

“By using LP Insights, we were able to 'connect the dots' between multiple sources of customer data and discover key areas for improvement," said Erin Smith, Petco's Director of Customer Care. "The LP Insights tool has revealed critical trends that we didn't even expect to find, helping us ensure we're providing products and services of the highest quality for our customers. Whether it's in one channel or another, your customers are speaking, and it's our job to hear what they're saying. LP Insights helps us to do that."

In addition to using LivePerson’s LP Insights platform to gather business insights, enterprises can also use it to gather information from their chat programs directly, data from individual agents, as well as to create a social media listening platform to explore how customers perceive their brand and how social media is influencing their success.

"One of the main challenges companies face today is the ability to gain a 360-degree view of customer sentiment," said Rob LoCascio, CEO and Founder, LivePerson. "Early adopters of LP Insights, which include several leading brands, are discovering valuable opportunities to make immediate improvements in their product, service, and conversion strategies. LP Insights enables our customers to use the power of intelligence to make more meaningful connections with their customers."

Dashboard view of LivePerson's LP Insights

Five Jaw Dropping Google Analytics Improvements

Pete Prestipino — Mon, 26 Oct 2009 19:41:00 GMT

Google last week unveiled a stunning number of improvements to its Analytics service. I've been a hardcore GA user for a few years now, but I firmly believe that the many new features released make the platform much more enterprise-ready. Let's take a closer look at the enhancements now:

- Engagement Goals: GA users can now set thresholds for Time on Site and Pages per Visit, and define up to 20 goals per profile.

- Expanded Mobile Reporting: Now tracks traffic to mobile websites from all web-enabled devices (whether or not the device runs Javascript). Users will need to add a code snippet to their mobile websites (coming soon).

- Advanced Table Filtering: Filter rows in a table based on different metric conditions. For example, you will now be able to sort thousands of keywords to identify those with a high bounce rate.

- Multiple Custom Variables: GA users can now define and track visitors according to visitor attributes (member vs. non-member), session attributes (logged-in or not), and by page-level attributes.

- Analytics Intelligence: GA is providing automatic alerts of significant changes in the data patterns of your site metrics and dimensions over daily, weekly and monthly periods.

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'Net Features : engagement, analytics

Petco Explores Customer Sentiment with LivePerson's LP Insights

Five Jaw Dropping Google Analytics Improvements