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Petco Explores Customer Sentiment with LP Insights

Posted on 7.22.2012

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


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