NEW YORK, NY - September 18, 2003 - LivePerson, Inc. (NASDAQ: LPSN), a provider of technology facilitating real-time online customer interaction, today announced that Dow Corning Corp, a global leader in silicone-based technology and innovation, has fully deployed LivePerson Service Edition on their product and customer support pages. Using Service Edition, Dow Corning is able to provide registered customers with real-time support online from trained technical representatives and maintain a high level of customer satisfaction. 97% of the customers that complete a post-chat survey rate their service as Excellent or Very Good.
Dow Corning technical representatives provide customers with information about Dow Corning® branded products, including Dow Corning Electronics Solutions, Molykote and related FDA-approved silicone materials. As Dow Corning's client base began to use the Internet to research products, Dow Corning wanted to offer them a way to contact technical representatives online without sacrificing the speed and quality of the service typically provide by phone.
Using LivePerson, Dow Corning can service all online customers quickly and efficiently. Customers receive immediate answers to their questions and can receive support materials via webpages and product brochures "pushed" to their browser. LivePerson also enables Dow Corning to provide their customers with support in multiple languages. Dow Corning currently offers service in English and has plans to add additional language capabilities in the future.
"Since launching LivePerson Service Edition on our website, we have seen our customer service ratings dramatically increase. Once customers log on to our website, they can immediately connect with a trained technician who can quickly and easily point them to certain webpages or product manuals," says Don Piering, Global E-Commerce & Marketing Communications Manager at Dow Corning. "We have successfully differentiated ourselves in our market by becoming the only chemical company to offer real-time support to online customers."
"Companies with complex products, such as Dow Corning, must provide a high level of technical support to their customers. Through LivePerson, they are able to offer one-to-one support without the high cost of telephone support or the delay of email," said Robert LoCascio, CEO of LivePerson. "LivePerson enables companies to track and report on all individual customer interactions through one interface, increasing productivity and customer satisfaction."
LivePerson offers ASP (Application Service Provider) solutions that eliminate the significant infrastructure investment typically associated with one-to-one customer facing solutions. LivePerson's complete product portfolio includes LivePerson Sales Edition, LivePerson Service Edition, LivePerson Service Edition - Platinum Series and LivePerson Pro for small businesses.
LivePerson (www.liveperson.com) is an Application Service Provider (ASP) of technology facilitating real-time sales, customer service and marketing solutions for companies doing business on the Internet. The LivePerson service enables online businesses to communicate with Internet users in real time, thereby enhancing the online experience. LivePerson allows clients to increase revenue and productivity while decreasing the overall cost of customer support. The company serves EarthLink, QVC, eBay, Ameritrade, American Airlines Credit Union and over 3,000 other clients. LivePerson is headquartered in New York City, with R&D facilities in Tel Aviv, Israel.
About Dow Corning Corporation
Dow Corning (www.dowcorning.com) provides performance-enhancing solutions to serve the diverse needs of more than 25,000 customers worldwide. A global leader in silicon-based technology and innovation, offering more than 7,000 products and services, Dow Corning is equally owned by The Dow Chemical Company and Corning Incorporated. More than half of Dow Corning's sales are outside the United States.
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