LivePerson Teams Up With Leading UK Telco Provider, TalkTalk to Respond to Customer Demands for Digital Customer Service
LONDON, Feb. 26, 2015 – LivePerson, Inc. (NASDAQ: LPSN), a leading provider of digital engagement solutions, announced today that it is teaming up with TalkTalk to help the telecoms provider move from a traditional telephone-based customer service to a more advanced online engagement technology. Over the next 12 months, TalkTalk aims to quadruple the number of customer service enquiries it handles via online chat agents.
The move comes about after TalkTalk’s customer behaviour surveys showed their customers increasingly prefer to self-serve online – but also want to make sure help is on hand if they need it.
“Our customers don’t always want to have to pick up the phone or send an email when they need help online,” commented Sholto Mee, Head of Customer Services for TalkTalk. “They want fast help, in real-time, while they are on-site. We believe that digital customer service is the future, and we want our customers to be at the forefront of that revolution.”
Working with LivePerson, TalkTalk want to continue to reduce the number of telephone calls into their contact centre, which have halved over the last three years. Over the same period they’ve also seen customer engagement via their online ‘My Account’ service increase dramatically.
With more and more customers choosing to self-serve online, introducing what TalkTalk describes as ‘the human touch’ to online experiences is key.
“As the traditional ways of interacting with customers, like telephone hotlines, become obsolete, it’s vital that we invest in new technologies like LivePerson’s LiveEngage to maintain high levels of customer service in the brave new digital world,” explained Sholto.
TalkTalk’s investment in digital customer service comes off the back of its best ever results for mobile, TV and fibre sign-ups in the last quarter of 2014, with 50,000 people signing up to TalkTalk Mobile and 115,000 to TalkTalk TV.
To view TalkTalk’s video testimonial, please visit this link.
At TalkTalk we’re committed to making Britain better off. Since entering the market with free broadband in 2006, we have consistently provided the country’s best value-for-money TV, broadband, mobile and home phone.
We have helped drive down the average price of broadband dramatically, benefiting not only our 4 million customers, but allowing consumers today to pay nearly half of what they did then, whilst also getting more for their money. TalkTalk continues to offer Britain’s lowest priced packages and is the only UK broadband provider that offers totally unlimited broadband for all packages.
More and more customers are choosing to take superfast fibre broadband and mobile from us. Our Plus TV package – our first quad-play package – now comes with an inclusive TalkTalk Mobile SIM.
Having launched our popular TV service in 2012 we reached 1.3 million TV customers in December 2014. This rapid growth makes YouView from TalkTalk Britain’s fastest growing TV service, having added more TV customers over each of the last six quarters than BT, Sky and Virgin Media combined.
We also continue to lead in industry innovation, particularly in keeping our customers safe online. We led the way for the industry with the launch of HomeSafe™, our free ground breaking whole home security and safety service, now active in more than 1.2 million homes. In May 2014 we came together in a world first with our competitors to launch Internet Matters, a not-for-profit organisation to help parents protect their children online.
Supporting charities and social initiatives using technology for good has always been important to us and we are co-founding partners of Go ON UK. We’ve been running the TalkTalk Digital Heroes Awards for seven years and have helped over 78 unique charitable causes that benefit their local community through technology.
LivePerson, 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.
For more information, please visit www.liveperson.com. To view other global press releases about LivePerson, please visit pr.liveperson.com.