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

Personalization, Segmentation and ROI

Pete Prestipino — Mon, 21 Sep 2009 17:20:00 GMT

It's not difficult to make a case for testing segmentation and personalization. You'd have to have be pretty thick-headed not to see the benefits. Most merchants however don't engage in the opportunity that is present. Sometime you need a nudge in the right direction and the best way to do that is often to show results. While there are many personalization solution providers on the market, let's look at one particular vendor in Amadesa and the positive results that pet specialty retailer Petco had using their segmentation and A/B testing software.

Petco (which offers consumers more than 11,000 different products and attracts more than a million unique visitors each month) is using Amadesa’s Segmentation and A/B Testing solution to boost overall site revenue, revenue per visit and opt-in email subscriptions. The results were impressive; email subscriptions improved by more than 400 percent and Petco achieved over 18 times return on investment by using Amadesa's segmentation and A/B testing software. PETCO also uses Amadesa’s software to improve the performance of its search engine marketing campaigns by targeting underperforming keywords. Segmenting visitors according to referring keyword, referring engine and other online factors enables PETCO to run targeted A/B tests within customer segments to determine which offers, copy and other content elements best increase customer engagement.

“Our efforts with Amadesa have produced great results. Revenue per visit and email opt-ins, two of our key performance indicators, have both increased significantly since we began this partnership,” said Carol Ott, Director of Finance Reporting & Web Analytics for PETCO. “We’ve worked with Amadesa for almost a year now, and they’ve been extremely responsive. They are committed to our success and seek out and apply our feedback regularly.”

Stay up to date on the latest Internet trends:
Request a professional subscription to Website Magazine,
the most popular print publication on Web success.

'Net Features : petco

Petco Explores Customer Sentiment with LivePerson's LP Insights

Personalization, Segmentation and ROI