San Diego County Credit Union Launches LivePerson Mobile Chat to Engage with Customers Wherever They Are
LivePerson’s “plug and play” mobile engagement solution enables leading financial institution to support its growing volume of mobile customers
NEW YORK, March 26, 2013 /PRNewswire/ — LivePerson, Inc. (NASDAQ: LPSN), a leading provider of real-time engagement solutions, today announced that San Diego County Credit Union (SDCCU) has successfully implemented LivePerson’s mobile chat solution to engage with its growing volume of mobile customers in real time, wherever they are.
As the 10th largest credit union in the United States and as an innovator in the financial services industry, SDCCU first launched mobile banking in 2009, with a full rollout of mobile services in 2011. Since launching mobile banking services, their volume of mobile traffic has grown tremendously, and SDCCU wanted to provide the same reliable, real-time support to their mobile customers as they do with their desktop-based customers. SDCCU decided to deploy mobile live chat to provide immediate, personal assistance to their mobile customers whenever they need help, wherever they may be.
“San Diego County Credit Union is committed to providing a better banking experience for its customers, and with the level of mobile traffic we’re seeing, we thought it was critical to ensure that we’re able to deliver the same high level of personalized service expected from SDCCU, in the mobile channel,” said Teresa Halleck, President and CEO of San Diego County Credit Union. “LivePerson’s mobile chat solution enables us to provide optimized assistance to our mobile customers, creating a satisfying and efficient banking experience, no matter where our customers are or how they choose to do business with us.”
Halleck also added, “Technology and innovation have played an important role in enhancing our service levels, shaping our customers’ experiences, and creating deeper connections with our customers. LivePerson and their mobile solution have enabled SDCCU to consistently exceed customer expectations and offer services that even many of the big banks don’t.”
Used by businesses of all sizes and across a broad range of industries, LivePerson’s mobile chat solutions provide seamless integration with native iOS applications as well as iOS- and Android-optimized mobile sites. Implementation is “plug and play”, and LivePerson’s mobile solution is integrated within a client’s existing LivePerson chat infrastructure. Agents can identify and prioritize on-the-go customers, who often have more urgent needs and expect faster response times.
Additional features of LivePerson mobile chat include:
- Smart Reconnect(TM). Automatically reconnects customers to their current chat session whenever cellular service drops off or the connection is lost.
- Screen Sharing. Customers can share their live mobile screens with their chat agent, at their discretion.
- Visual Cues. Agents can “point” to locations on the screen, showing customers where to tap, swipe, or flick.
- Customer Information. Agents can see a broad range of information such as the type of mobile device being used, the carrier, the product being viewed, etc., to further optimize the mobile chat experience.
- Location Mapping. With GPS-enabled apps, agents can view a map, indicating the exact location of the customers they’re chatting with.
- View-Based Navigation. Agents can display a button in the chat window to easily guide users to a particular product or page.
- Change/Hide Chat Button. Chat button can automatically change or be hidden when agents are not available.
“As more consumers shift towards mobile-based interactions, it’s becoming increasingly important for businesses to meaningfully connect with consumers via their mobile device of choice,” said Ethan Alexander, Head of Mobile, LivePerson. “We’re proud to work with forward-thinking institutions like San Diego County Credit Union, and help provide the kind of experience that today’s consumer demands.”
For more information on LivePerson’s mobile chat solution or to view a demo video, please click here.
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.
More than 8,500 companies rely on LivePerson’s platform to increase conversions and improve customer experience, including Hewlett-Packard, IBM, Microsoft, Verizon, Sky, Walt Disney, PNC, QVC and Orbitz.
LivePerson received the CODiE award for Best Content Management Solution in 2012, and has been named a Market Share Leader by Frost and Sullivan in 2012. LivePerson is headquartered in New York City with offices in San Francisco, Atlanta, Santa Monica, Tel Aviv, London and Melbourne.
For more information, please visit www.liveperson.com. To view other press releases about LivePerson, please visit pr.liveperson.com.
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Statements in this press release regarding LivePerson that are not historical facts are forward-looking statements and are subject to risks and uncertainties that could cause actual future events or results to differ materially from such statements. Any such forward-looking statements, including but not limited to financial guidance, are made pursuant to the safe harbor provisions of the Private Securities Litigation Reform Act of 1995. It is routine for our internal projections and expectations to change as the quarter and year progresses, and therefore it should be clearly understood that the internal projections and beliefs upon which we base our expectations may change. Although these expectations may change, we are under no obligation to inform you if they do. Actual events or results may differ materially from those contained in the projections or forward-looking statements. Some of the factors that could cause actual results to differ materially from the forward-looking statements contained herein include, without limitation: potential fluctuations in our quarterly and annual results; potential fluctuations in litigation, transaction-related and other costs; costs associated with our international expansion; the adverse effect that the global economic downturn may have on our business and results of operations; competition in the online sales, marketing, customer service and online engagement solutions markets; our ability to retain existing clients and attract new clients; risks related to new regulatory or other legal requirements that could materially impact our business; impairments to goodwill that result in significant charges to earnings; volatility of the value of certain currencies in relation to the US dollar, particularly the currency of regions where we have operations; risks related to our international operations, particularly our operations in Israel, and the civil and political unrest in that region; responding to rapid technological change and changing client preferences; our ability to retain key personnel and attract new personnel; risks related to the ability to successfully integrate past or potential future acquisitions; technology systems beyond our control and technology-related defects that could disrupt the LivePerson services; increased allowances for doubtful accounts as a result of an increasing amount of receivables due from customers with greater credit risk; privacy concerns relating to the Internet that could result in new legislation or negative public perception; risks related to the regulation or possible misappropriation of personal information belonging to our customers’ Internet users; legal liability and/or negative publicity for the services provided to consumers via our technology platforms; risks related to protecting our intellectual property rights or potential infringement of the intellectual property rights of third parties; and risks related to our common stock being traded on more than one securities exchange, which may result in additional variations in the trading price of our common stock. This list is intended to identify only certain of the principal factors that could cause actual results to differ from those discussed in the forward-looking statements. Readers are referred to the reports and documents filed from time to time by us with the Securities and Exchange Commission for a discussion of these and other important risk factors that could cause actual results to differ from those discussed in forward-looking statements.
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SOURCE LivePerson, Inc.