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LivePerson Helps Millions of T-Mobile Customers Message for Service
Nov 9, 2016
T-Mobile is one of the first companies in the world to offer customer service via in-app messaging

NEW YORK, Nov. 9, 2016 /PRNewswire/ -- LivePerson, Inc. (Nasdaq: LPSN), a leading provider of cloud mobile and online business messaging solutions, today announced that T-Mobile has launched LivePerson's mobile messaging as a customer service option for Un-carrier customers. The new messaging service is available in the T-Mobile app and powered by LivePerson's flagship software platform, LiveEngage.

"T-Mobile is recognized for having exceptional Customer Care, and LivePerson has been a great partner in building and exploring creative solutions to better support our customers," said Nick Drake, T-Mobile senior vice president, digital. "We've set out to be more mobile, more personal, and more Un-carrier in how our customers connect with our frontline and Care teams, and that is exactly what we are doing. Our customer satisfaction rates continue to rise, and we are just getting started."

The service, which went live in June, allows T-Mobile customers to press a "Message Us" button inside the T-Mobile app and be connected to the company's award-winning Customer Care team for a messaging experience that is similar to the mobile messaging apps that consumers already use today. Like conversations in popular mobile messengers and unlike traditional, session-based chats, consumers can message back and forth over time with a specific and consistent Care Specialist when it is convenient for them.

"We have the privilege of working with some of the most innovative companies in the world on their digital customer care initiatives, and T-Mobile has been one of the earliest to recognize the power and potential of mobile messaging between consumers and brands," said LivePerson founder and CEO Rob LoCascio. "LiveEngage is the first enterprise messaging platform to provide the scale, security, and reliability for a company like T-Mobile. We're excited to announce our work with T-Mobile in helping them transform their Customer Care through digital."

The LiveEngage platform powers the customer experience

LiveEngage lets customers interact with T-Mobile's Customer Care team in the same way they message friends and family, on their own terms and in their own time with push notifications and alerts when the Care team responds. The experience is embedded into T-Mobile's app using LiveEngage's mobile APIs. Conversations incorporate all past history, so a customer or Care team member can scroll back in time for historical reference thus eliminating the need to describe the same issue to multiple Care Agents.

T-Mobile has currently implemented messaging across its iOS app and through the T-Mobile website, with an Android solution coming soon. With LivePerson's asynchronous web capability, conversations sync across mobile devices and T-Mobile's support website. This means customers can switch between devices and continue the same thread with Customer Care seamlessly.

LivePerson Logo. (PRNewsFoto/LivePerson, Inc.)

About LivePerson
LivePerson is a leading provider of mobile and online messaging business solutions, enabling a meaningful connection between brands and consumers. LiveEngage, the Company's enterprise-class, cloud-based platform, empowers consumers to stop wasting time on hold with 1-800 numbers, and instead message their favorite brands, just as they do with friends and family. More than 18,000 businesses, including Adobe, Citibank, EE, IBM, Orbitz, PNC, and The Home Depot rely on the unparalleled intelligence, security, and scalability of LiveEngage to reduce costs, increase lifetime value, and create stronger, more intuitive relationships with consumers.

Safe Harbor Provision

Statements in this press release regarding LivePerson that are not historical facts are forward-looking statements and are subject to risks and uncertainties that could cause actual future events or results to differ materially from such statements.  Any such forward-looking statements, including but not limited to financial guidance, are made pursuant to the safe harbor provisions of the Private Securities Litigation Reform Act of 1995.  It is routine for our internal projections and expectations to change as the quarter and year progress, and therefore it should be clearly understood that the internal projections and beliefs upon which we base our expectations may change.  Although these expectations may change, we are under no obligation to inform you if they do.  Actual events or results may differ materially from those contained in the projections or forward-looking statements.  Some of the factors that could cause actual results to differ materially from the forward-looking statements contained herein include, without limitation: potential fluctuations in our quarterly revenue and operating results; competition in the markets for digital engagement technology, and web and mobile based consumer-facing services, and online consumer services; our ability to retain existing clients and attract new clients; potential adverse impact due to foreign currency exchange rate fluctuations; privacy concerns relating to the Internet that could result in new legislation or negative public perception; risks related to new regulatory or other legal requirements that could materially impact our business; our ability to effectively operate on mobile devices; responding to rapid technological change and changing client preferences; additional regulatory requirements, tax liabilities, currency exchange rate fluctuations and other risks as we expand internationally and/or as we expand into direct-to-consumer services; impairments to goodwill that result in significant charges to earnings; the adverse effect that the global economic downturn may have on our business and results of operations; our ability to retain key personnel, attract new personnel and to manage staff attrition; risks related to the ability to successfully integrate past or potential future acquisitions; our ability to expand our operations internationally; failures or security breaches in our services, those of our third party providers, or in the websites of our customers; risks related to the regulation or possible misappropriation of personal information belonging to our customers' Internet users; potential failure to meeting service level commitments to certain customers; technology systems beyond our control and technology-related defects that could disrupt the LivePerson services; risks related to protecting our intellectual property rights or potential infringement of the intellectual property rights of third parties; legal liability and/or negative publicity for the services provided to consumers via our technology platforms; risks related to technological or other defects disrupting our services; errors, failures or "bugs" in our products may be difficult to correct; increased allowances for doubtful accounts as a result of an increasing amount of receivables due from customers with greater credit risk; payment-related risks; delays in our implementation cycles; risks associated with the recent volatility in the capital markets; our ability to secure additional financing to execute our business strategy; risks associated with our current or any future stock repurchase programs, including whether such programs will enhance long-term stockholder value, and whether such stock repurchases could increase the volatility of the price of our common stock and diminish our cash reserves; our ability to license necessary third party software for use in our products and services, and our ability to successfully integrate third party software; changes in accounting principles generally accepted in the United States; our ability to maintain our reputation; risks related to our recognition of revenue from subscriptions; our lengthy sales cycles; risks related to our operations in Israel, and the civil and political unrest in that region; natural catastrophic events and interruption to our business by man-made problems; the high volatility of our stock price; and risks related to our common stock being traded on more than one securities exchange. This list is intended to identify only certain of the principal factors that could cause actual results to differ from those discussed in the forward-looking statements.  Readers are referred to the reports and documents filed from time to time by us with the Securities and Exchange Commission for a discussion of these and other important factors that could cause actual results to differ from those discussed in forward-looking statements.

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