Press Release
LivePerson and Medallia Announce Partnership to Make Experience Management Conversational
Managing customer and employee feedback is critical to maintaining their trust and satisfaction, and the LivePerson-Medallia partnership makes this process seamless. Brands can now automatically trigger
The LivePerson-Medallia partnership brings together two customer experience pioneers to help brands engage customers when and where it matters. The partnership will empower brands to:
- Trigger
Medallia feedback directly within conversations in LivePerson's Conversational Cloud - Gain a holistic view of full, cross-channel customer journeys
- Proactively message customers in real time based on their feedback, plus route them to the best agent or bot for the job
- Use different triggers to hand over conversations to live agents, including sentiment or likelihood to recommend
- Leverage post-conversation analytics for future development, including brand strategy, product strategy, and customer service training
- View feedback details and agent interaction reporting in both
Medallia and LivePerson's Conversational Cloud
"As a client of both LivePerson and
Hundreds of the world's largest brands build and run AI-powered automations on LivePerson's Conversational Cloud to make it easy for their billions of consumers to ask questions and make purchases in the messaging channels they prefer. Brands using the Conversational Cloud have seen results including up to 20% increases in average order value and customer satisfaction scores, up to 10x online sales conversions versus traditional web sites, and 50% lower labor costs and agent attrition.
"Conversational commerce has forever changed the relationship between brands and consumers, but until now, brands have never had the ability to deploy sophisticated customer experience management tools directly inside the messaging channels we all know and love," said
"Customers and employees leave daily signals about how they feel when engaging with businesses, and being able to capture as many of these signals as possible is critical to making revenue-impacting business decisions. The combination of LivePerson and
For more information, visit liveperson.com and medallia.com.
Media Contacts:
LivePerson
mtague@liveperson.com
About
LivePerson makes life easier for people and brands everywhere through trusted conversational AI. Our 18,000 customers, including leading brands like HSBC, Orange, GM Financial, and The Home Depot, use our conversational solutions to orchestrate humans and AI at scale and create a convenient, deeply personal relationship — a conversational relationship — with their millions of consumers. LivePerson has been named to
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