NEW YORK, Dec. 10, 2015 /PRNewswire/ -- LivePerson, Inc. (NASDAQ: LPSN), a leading provider of digital engagement solutions, announced today that during Cyber Week, the seven-day period including Thanksgiving, Black Friday, and Cyber Monday, it hosted approximately 7 million interactions on its platform. Mobile-based interactions more than doubled year over year.
The Company monitored approximately 700 million visitors across its customers' sites, and reported a higher percentage of consumers taking advantage of digital assistance through messaging. Conversely, voice interactions declined on LivePerson's platform. These findings demonstrate the consumer's increasing preference to shop and connect with brands through online and mobile engagement versus voice calling.
In an eTail Holiday Readiness Report sponsored by LivePerson, 42% of retail executives surveyed said their biggest customer service pain point was managing the increased volume of customer inquiries. And when asked which support option would provide the best customer experience, 74% of executives believe that live chat or messaging would be the best channel.
"This holiday season, LivePerson customers experienced record-breaking demand for online and mobile messaging on their digital channels. It's no surprise that a growing number of consumers prefer to connect with brands through messaging — they avoid hold times, and get help in a timely manner, while staying in their channel of choice," said Robert LoCascio, Founder and CEO of LivePerson. "Our 18,000 customers rely on us during these critical high peak seasons to deliver secure, reliable, and meaningful connections to millions of consumers, and we are proud to be their partner of choice."
According to Adobe Systems, online sales from Thanksgiving through Cyber Monday increased 15% year over year to $11 billion, and accounted for almost a third of all online sales during the month of November. Despite holiday purchasing patterns creating a full Cyber Week of shopping, Cyber Monday still broke new records as the largest online sales day in history, with sales reaching $3 billion.
LivePerson's cloud-based platform and in-app solutions empower over 18,000 businesses to intelligently engage with customers across multiple channels, via mobile messaging, live chat and personalized content.
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.
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SOURCE LivePerson, Inc.