NEW YORK, NY - April 11, 2006 - Tool King (www.toolking.com), a premier online distributor of do-it-yourself, professional and commercial tools, today announced that it has deployed Timpani Contact Center from LivePerson, Inc. (NASDAQ: LPSN) to provide highly responsive online service to customers using live chat, inbound email management and knowledgebase solutions.
A fourth-quarter 2005 study conducted by The E-Tailing Group indicates an overall decline in the level of customer service provided by online retailers from the previous year. In response to these trends, Tool King plans to distinguish itself from its competitors through a better CRM model that incorporates online interaction management solutions provided by LivePerson.
Tool King Adopts Timpani Contact Center to Manage All Online Interactions * Live Chat allows customers to engage in instant, real-time conversations with a Tool King Representative. Customers can ask product related, or transaction related questions from anywhere on Tool King. Managing Partner, Don Cohen explains, "The live chat feature adds many advantages of traditional buying -- customers can research products and ask last-minute questions before purchasing, as they might in our brick-and-mortar store." * An E-mail Management System routes incoming messages to the appropriate department, tracks incidents and automatically generates instant and relevant responses to customer inquiries. Items that require further escalation are routed to the agent queue for ticketing, follow-up and resolution. The system also threads customer responses together and is audited by a Customer Support Manager. "This assures accountability; e-mails from customers cannot get 'lost,' misrouted or overlooked -- someone is responsible for every message that comes into us," commented Cohen. * A Dynamic Knowledgebase contains answers to frequently asked questions, offering customers convenient access to relevant information. This valuable repository of information automatically updates based on visitor searches and behavior, and new answers are continuously added in response to customer inquiries. Significant Benefits to Tool King Customers
The new system has had both direct and collateral advantages to Tool King's customers. Customers can now receive instant answers to questions online without having to call customer service. "Timpani Contact Center has reduced demand on our call-center, allowing us to offer more effective customer support with significantly reduced wait time," said Cohen. In addition to deploying LivePerson's hosted technology, Tool King has developed better strategies for dealing with customer support issues and has hired additional staff to support their Customer Service Department. Tool King expects these efforts to reduce shopping cart abandonment, increase customer loyalty and help customers make important buying decisions.
About Tool King
Since 1978, Tool King has made a name for itself by offering lower prices on tools and machinery, while providing a better level of service than the competition. Launched in 2001, www.toolking.com continues to offers these advantages, and provides innovative features that help customers choose the best product for their needs, and get more use out of their tools. Internet Retailer has recognized Tool King as a Top 50 website and a Top 5 Home Improvement Website. For More Information, contact Don Cohen at 303-963-4515 or visit http://www.toolking.com/
LivePerson is a provider of online conversion solutions. Our hosted software enables companies to identify and proactively engage online visitors-increasing sales, satisfaction and loyalty while reducing service costs. Combining web-interaction technology (chat, email and a self-service knowledgebase) with a deep understanding of consumer behavior and industry best practices, LivePerson's Timpani™ platform engages the right customer, at the right time, with the right communications channel. This Engagement Marketing platform creates more relevant, compelling and personalized experiences-converting traffic into revenues, and facilitating real-time sales and customer service. More than 4,000 companies including EarthLink, Hewlett-Packard, Microsoft, Qwest and Verizon rely on LivePerson to help maximize the return on their marketing and e-commerce investments. LivePerson is headquartered in New York City.
SOURCE: LivePerson, Inc.
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