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Cover Story: 30 Smartest Companies to watch 2018


ciobulletin liveperson robert locascio founder ceo

LivePerson: The World’s #1 AI-powered Messaging Platform for Brands

Consumer expectations are fast chaining with times and brands need to recognize this trend. As more and more messaging proliferates customer service, more brands need to start integrating conversational designs to cater to the consumer’s needs. Messaging channels are on the rise as more people are choosing to go for the conversational platforms that are text-based as opposed to voice and e-mail in the past. It’s being said that nearly 70% of all consumer inquiries can be automated which makes scaling easy without having to hire an army of agents. LivePerson as a veteran in conversational commerce has been working with brands all over the world for more than 20 years now. It has been helping companies use conversational platforms to give a better and personalized experience to their customers for all its years since inception.

Robert LoCascio founded LivePerson in 1995 with the vision of making life easier by transforming how people communicate with brands. The company has been in the industry for more than 20 years now and has been innovating digital connections between brands and consumers for all this time. They serve their clients that are spread out across various verticals - Retail, Telcos, Travel, Finserv, Travel, Insurance, Education and Automotive. 30 smartest companies to watch 2018

The company is based out of New York City. With a global team of 1,000 plus experts located at  13 offices all over the world, LivePerson is changing how people get to communicate with their favorite brands. It has allowed brands to connect all over the world to millions of their consumers conversationally. Through its text-based approach, they have approached communication at its best form- just like we do with family and friends. The company uses human and artificial intelligence (AI) to scale brand-to-consumer conversations through its LiveEngage platform. All the conversations that are managed for the world’s largest brands on this platform are powered by AI. Now, consumers can get help and make purchases without having to go to a website or call a number or wait on hold!

LiveEngage for Virgin Atlantic

LivePerson’s LiveEngage platform is a simple way for businesses to sell their products and answer to customer queries through the world’s most popular messaging channels. The platform has massive integrations with the most trending messaging channels like the Facebook Messenger, WhatsApp, Apple Business Chat, Google RCS, SMS, and Line. “LiveEngage gives agents, bots, and managers the toolset needed to ensure the seamless management of messaging operations.”

Businesses are seeing 3x number of conversions when they introduce native chat and messaging capability on their websites. One such important customer success story for LivePerson who has achieved exactly this is Virgin Atlantic. Being one of the biggest airlines of the world, Virgin Atlantic is always looking for ways to truly value their customers. And so, in June 2018, they launched a new SMS messaging service powered by LivePerson’s LineEnagage platform. This messaging service provided the Virgin Atlantic travelers an instant and effortless way to connect with the airline directly through their mobile device. The LiveEngage platform allowed the customers to shift their calls with the airline over to SMS conversations easily. This made the communication simpler and much more efficient as the customers could now interact with the brand at their convenience anytime and anywhere.

As a result of introducing this new service, the airline saw their customer satisfaction (CSAT) grow by 95% within 6 weeks. The agents were 100% satisfied by the move to messaging.

Looking ahead, Virgin Atlantic plans to use LivePerson’s expertise further to integrate WhatsApp and in-app messaging through its mobile app which will enhance the personalized experience that will set it apart from other airlines.

Great times ahead

LivePerson is one of the few companies that went public before the dot-com crash happened. Many companies fell then but LivePerson survived it. It has come a long way since its early years and has grown to be recognized as a leader in intelligent engagement solutions which counts HSBC, Adobe, L‘Oreal, IBM and PNC as its biggest clients among its 18,000 plus client portfolio.

Undoubtedly, LivePerson is the leader in this space who is driving today’s new era of messaging, conversational design, and the integration of bots/AI into the customer care of the world’s largest brands. And as commerce trends lean more and more towards conversational platforms, we only see growth for LivePerson.

Awards and Accolades

  • This year, LivePerson was awarded Best of Show and Best Emerging Technology at CompTIA ChannelCon. The award highlighted LivePerson’s effort in making its conversational commerce capabilities accessible to SMBs.
  • In 2017, LivePerson was the finalist for SIIA Business Technology CODiE Award Finalist for Best Customer Service Solution.
  • In 2016, LivePerson won the SIIA CODiE Award for Best Sales and Marketing Mobile Application. The company was also recognized as a finalist in Best Customer Service Solution and Best Marketing Intelligence Solution categories.
  • In 2015, LivePerson was given the CODiE Award for the Best Customer Success Management Solution in 2015.
  • Previously it was also recognized and given CODiE Award for Best Content Management Solution in 2012 and Best E-commerce Solution in 2011.
  • LivePerson team was named the Fall 2013 “Best in Show” by TSIA
  • LivePerson was recognized as the Rising Star in 2012 by CRM.

Backcountry Testimonial

The specialty retailer, Backcountry, which is known for its selling clothing and outdoor recreation gear, is one of the greatest beneficiaries of LivePerson’s work. By using LivePerson’s LiveEngage platform the retailer was able to see incredible results:

  • As much as 37.5% rise in AOV
  • The minimum customer satisfaction went up to 80%
  • It experienced a 50% average improvement in average order
  • Over 30% increase in agent utilization

We’re hearing from our customers that this is an experience that they’re not finding anywhere else in e-commerce. We’re seeing more loyalty, higher lifetime value and just a deeper relationship with our customers.” – Jill Layfield, Former CEO of Backcountry

CEO Extraordinaire

Robert LoCascio, Founder and CEO of LivePerson

As the founder and CEO of LivePerson, he has been at the helm of the company since its inception. This makes him one of the longest-serving founding CEOs in the industry. His interests extend beyond LivePerson. He is among the founding members of the NYC Entrepreneurs Council of Partnership for New York City.

Mr. LoCascio started the Dream Big Foundation in 2001. Its first program was FeedingNYC, which gives underprivileged families a chance of having a Thanksgiving dinner. The program has donated 40,000 meals till date. The Foundation’s second program, The Dream Big Entrepreneurship Initiative was launched in 2014. The program is meant to fund, mentor, coach, and empower local entrepreneurs in underserved communities.

He has a BBA in Business and English Literature from Loyola University Maryland.

Our AI-powered platform makes it easy for consumers to buy products and get answers to questions in messaging channels they already use every day.

Our customer use conversational commerce on a variety of digital messaging channels including SMS, Facebook Messenger, Apple Business Chat and WhatsApp along with messaging on your brand’s website or mobile app.

Our mission is to make it easier by transforming how people communicate with brands.

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