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The Connected Customer

Connected customers are customers that love your brand. They buy from you again and again; they spend more on your website; and they serve as brand advocates within their networks. The connected customer is eager to engage across multiple channels and devices. In the online marketplace, the connected customer provides the straightest path to success, paying dividends across the entire customer lifecycle.

Only 26% would keep actual voice-calling capabilities, and 40% of respondents would keep text messaging.

Thursday, Jan 19, 2017

From DMing on social media, text messaging, and Snapchatting to traditional phone calls and emailing, the ways to connect with others are growing. But which method is preferred? LivePerson research has revealed that consumers rank text messaging as #1.

Our consumer survey shows only 2% of millennials prefer to use Twitter for customer service.

Wednesday, Jan 11, 2017

People are constantly connected through social media. For years, brands have tried to join this cultural shift by using social platforms as another vehicle for customer service. But LivePerson research on the topic reveals that brands are ineffective in these spaces, as consumers prefer messaging to social media when they need to resolve an issue.

Thursday, Dec 15, 2016

They go by many names — chatbots, artificial intelligence (AI), and intelligent assistance (IA). No matter what you call them, we’re way past the point of just talking about bots; you should already be incorporating them into your consumer engagement strategy.

Friday, Dec 9, 2016

Leading brands understand the importance of providing top-quality customer service. A bad experience is often as much of a deal breaker as an inferior product. The most successful brands make deep investments in their customer relationships, and, in turn, their customers remain loyal.

Our consumer survey from Black Friday 2016 shows that 6.5% shopped at the Thanksgiving table.

Thursday, Dec 1, 2016

The Thanksgiving holiday was the most interactive shopping weekend in history, with more and more people turning to the conveniences of mobile purchasing. Black Friday sales broke records as the first billion-dollar mobile shopping day the U.S.

Wednesday, Nov 30, 2016

Our mission to create meaningful connections is the core of our platform, LiveEngage, which facilitates and strengthens relationships between brands and consumers. Recent work to spread this mission includes several consumer surveys, empowering enterprise brands with Google’s new click-to-message AdWords extension, and our continued research around bots.  

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