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LivePerson's Timpani Helps the Stanley Works Improve Customer Service and Increase Agent Productivity
Feb 8, 2005
Leading Tool, Hardware and Security Provider Uses Multi-Channel Communications Platform to Reduce Incoming Email by 50%

NEW YORK, NY - February 8, 2005 - LivePerson (NASDAQ: LPSN), a leading provider of communications solutions for online sales, marketing and customer service, has announced that The Stanley Works (NYSE: SWK), one of the world's best known brands of tools, hardware, security and home improvement products, has implemented the Timpani online communications platform throughout four of their business units. These business units have deployed Timpani Email across their web properties to route, track, respond to and report on incoming customer inquiries. The websites employ the email management system in conjunction with Timpani Self-Service, LivePerson's knowledgebase solution, to deliver immediate answers to online visitors searching for information.

Using Timpani's email management and self-service tools, the company has experienced a 50% reduction in inbound email traffic, resulting in significant response-time improvements to individual email inquiries. Long recognized as an industry leader, The Stanley Works leverages LivePerson's multi-channel integration and unified account structure to deliver greater consistency, responsiveness and professionalism to customers and distributors.

"We wanted to adopt a proactive approach to customer service, and Timpani offered all of the advanced functions we were looking for: fully integrated communications channels, a single unified agent interface, the most straightforward pricing, and most importantly, 24-7 support," said David Morgan, Internet Marketing Manager for The Stanley Works. "The results have been remarkable. We established very aggressive goals to reduce our email volume while continuing to deliver superior service. Timpani has enabled us to exceed these goals."

By realizing the benefits of routing and sharing knowledge within the organization and across its web sites, the company expects to expand its use of Timpani to additional business units and geographic regions in the near future.

"The Stanley Works has a solid history of innovation and a reputation for excellence, and we're pleased to be a partner in their efforts to provide superior customer service," said Robert LoCascio, LivePerson CEO. "As an industry leader, they understand the long-term benefits of providing service and earning loyalty, and they understand how to leverage technology to achieve these goals."

About LivePerson

LivePerson is a leading provider of communications solutions for online sales, marketing and customer service. LivePerson's Timpani platform enables online businesses to identify and engage the right customer with the right communication channel at the right time, thereby enhancing the online experience. Chat, marketing and selling tools, a self-service knowledgebase and email management are combined with industry-leading channel matching technology, rules-based intelligence, routing and reporting, to offer clients the opportunity to increase sales, lower customer service costs and enhance the customer experience. The company's roster of more than 3,000 customers, including EarthLink, Microsoft, Hewlett-Packard, Qwest, Verizon and AT&T, have long reported significant savings, increased sales and high customer satisfaction using LivePerson's technologies. LivePerson is headquartered in New York City.

About The Stanley Works

The Stanley Works (NYSE: SWK) is a worldwide supplier of consumer products, industrial tools and security solutions for professional, industrial and consumer use. Consumer products include hand tools, mechanics tools, tool storage, hardware, and home decor items. Industrial tools include fastening systems, auto assembly tools, storage systems, professional laser measuring and leveling tools and hydraulic attachments. Security Solutions include the integration and supplying of security systems and access control solutions, including automatic door and locking systems for commercial applications.

The company's innovative Consumer and Industrial products help people utilize their skills, express their creativity and realize their visions on work sites around the globe. Brand names include Stanley®, Husky®, Goldblatt®, Bostitch®, Jensen®, Mac®, Proto®, La Bounty®, Vidmar®, CST®, David White® and ZAG®. Their Security Solutions brands include Stanley, Best®, Blick and Frisco Bay. Contact them at 1-800-STANLEY or at

SOURCE: LivePerson

CONTACT: Younjee Kim, +1-212-609-4222,

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