Interactive Chat Solution From LivePerson Generates 305% ROI for One of the World's...

Interactive Chat Solution From LivePerson Generates 305% ROI for One of the
World's Largest Financial Institutions
Independent Research Firm's Analysis Reflects Incremental Value of
Third-Generation Chat Platform

NEW YORK, June 24 /PRNewswire-FirstCall/ -- LivePerson, Inc.
(Nasdaq: LPSN), a provider of online engagement solutions that facilitate
real-time assistance and expert advice, today announced key findings of a
commissioned study -- conducted by Forrester Consulting on behalf of
LivePerson -- illustrating the bottom-line benefits and return on investment
of LivePerson's chat technology deployed at one of the world's largest
financial institutions.
The Forrester Consulting study examined the total economic impact and
potential return on investment (ROI) enterprises may realize by deploying
LivePerson's chat technology to increase sales, reduce customer service costs
and increase customer satisfaction.
Forrester Consulting Study Key Findings
After conducting in-depth interviews with one of the largest U.S.-based
financial institutions, which employs LivePerson's third-generation chat
solution across seven lines of business, Forrester Consulting found that the
organization's most mature deployments for sales and service achieved:
-- Increased incremental online conversion rates and average order size
The chat-assisted application completion rate was 138% higher than self
service. In addition to saving and closing otherwise lost customers,
interactive chat increased the average dollar value of transactions.
-- 305% ROI from proactive sales chat with a payback period of 6 months
The three-year risk-adjusted ROI of proactive chat for sales-focused
activities was 305%.
-- Reduced customer service costs and increased customer satisfaction
Chat enabled the organization to deflect service inquiries from more
costly channels: 59% of chats would have otherwise resulted in a customer
service call; 9% in email; and 13% of chats would have otherwise resulted in a
branch visit. Customer service chats also had a high first-contact resolution
rate resulting in increased customer satisfaction.
-- 120% ROI from customer service chat with a payback period of 6 months
Forrester Consulting found that service-focused chat generated a
three-year risk-adjusted ROI of 120% with a payback period of 6 months.
Because the reference organization implemented chat for two distinct functions
(sales and customer service) and maintains separate cost and benefit data for
the two areas, this study analyzed sales- and service-focused chat separately.
"This independent study from Forrester Consulting reflects the value,
effectiveness and incremental revenue possible with LivePerson's
third-generation chat solution," said LivePerson CEO Robert LoCascio. "The
online channel represents a significant opportunity to generate incremental
revenue and improve the overall customer experience, and we're committed to
helping our customers maximize the business potential of the Web."
Live Webinar -- Wednesday, June 25
Join LivePerson and a Principal Analyst from featured guest Forrester
Consulting for a live webinar discussing the results of this study on
Wednesday, June 25 at 1:00pm Eastern. To register for the event, please visit
http://solutions.liveperson.com/events/2008_TEI/.
About LivePerson
LivePerson is a provider of online engagement solutions that facilitate
real-time assistance and expert advice. Connecting businesses and experts with
consumers seeking help on the Web, LivePerson's hosted software platform
creates more relevant, compelling and personalized online experiences. Every
month, LivePerson's intelligent platform helps millions of people succeed
online; more than 6,000 companies, including EarthLink, Hewlett-Packard,
Microsoft, Qwest, and Verizon, rely on LivePerson to maximize the impact of
the online channel. LivePerson is headquartered in New York City.
Statements in this press release that are not historical facts are
forward-looking statements and are made pursuant to the safe harbor provisions
of the Private Securities Litigation Reform Act of 1995. These statements
involve known and unknown risks and uncertainties that may cause LivePerson's
actual results, performance or achievements to be materially different from
any future results, performance or achievements expressed or implied by the
forward-looking statements contained herein. Risk factors related to the
subject matter of this press release include, without limitation, risks
related to future deployments; customer adoption, performance of deployments
in specific environments, competition in the real-time sales, marketing and
customer service solutions market; and other factors described in the reports
and documents filed by us from time to time with the Securities and Exchange
Commission and available at (www.sec.gov), to which readers are referred.
LivePerson undertakes no obligation to update any of the forward-looking
statements after the date of this press release
SOURCE LivePerson, Inc.

Younjee Kim of LivePerson, Inc., +1-212-609-4222, ykim@liveperson.com