Consumer hold times evaporate as LivePerson sees massive shift from phones to messaging in the COVID era
NEW YORK, June 24, 2020 /PRNewswire/ -- Faced with social distancing requirements and extreme hold times caused by the COVID-19 pandemic, brands worldwide have quickly shifted resources and accelerated plans to connect with their customers through messaging, and consumers are responding. LivePerson, Inc. (Nasdaq: LPSN), a global leader in conversational solutions, is powering these experiences for financial services, retail, telco, travel, and other businesses as well as state and local governments.
Messaging channels — including SMS, Apple Business Chat, WhatsApp, Facebook Messenger, and more — allow consumers to begin conversations when and where it's convenient for them, pausing when needed and seamlessly picking up where they left off, just as they would when texting friends or family. By layering in automation and AI, brands and government agencies can instantly respond to messages, swiftly answer questions and resolve customer intentions, and route more complex issues to agents. These benefits of automation and AI-powered messaging became increasingly important as in-person and phone call capacity decreased due to the pandemic.
The COVID-19 pandemic has dramatically accelerated consumer interest in messaging, with conversation volume on LivePerson's industry-leading Conversational Cloud platform increasing by approximately 40% since shelter-in-place and social distancing requirements were enacted. More specific stats for verticals include: telco volume rose 30%, consumer/retail volume climbed 50%, and financial services volume jumped 60%.
To meet demand, protect their customers and workforces, and provide more seamless service, more and more brands and government agencies are making conversational experiences a vital part of their operations:
LivePerson's conversational solutions garnered several recognitions in the first half of 2020, including:
To learn more about LivePerson's conversational solutions, visit www.liveperson.com.
About LivePerson, Inc.
Contact: Mike Tague, email@example.com
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SOURCE LivePerson, Inc.