Survey Reveals that Consumers Want an Optimised Shopping Experience across Multiple Channels this Christmas

  Survey Reveals that Consumers Want an Optimised Shopping Experience across
                       Multiple Channels this Christmas

  PR Newswire

  LONDON, Nov. 1, 2012

-- An effective engagement strategy across online, social and mobile channels
is critical during the busy shopping season, according to LivePerson's
consumer survey

LONDON, Nov. 1,2012 /PRNewswire/ -- LivePerson, Inc. (NASDAQ: LPSN), a
leading provider of real-time intelligent engagement solutions, today
announced the results of its 2012 Christmas Holiday E-Commerce Survey. The
survey, which shows that 63% of respondents are planning to do the majority of
their Christmas shopping online, also reveals that there is a strong
preference among shoppers for using live chat over other engagement channels.

(Logo: http://photos.prnewswire.com/prnh/20110105/NY24753LOGO-a )

The survey focused on the shopping habits of 500 respondents and their
attitudes and preferences regarding online tools and channels such as live
chat, social media and mobile devices. All respondents were over the age of 18
and shopped online at least twice in the past three months.

Major findings of the survey include:

- Live chat dominates other communication channels. Respondents indicated they
strongly preferred live chat as the customer service channel of choice during
the Christmas shopping season. 45% of respondents indicated live chat was
their preferred support channel, with email and freephone numbers tied for
second place (27%). Further, 94% of respondents who have previously used live
chat said they are likely to use live chat again to get help while shopping
this Christmas shopping season.

-Consumers are showing significant use of social platforms to interact with
brands. About 40% of respondents using social media for the shopping season
stated that they will use Twitter and Facebook to interact with companies,
whether it's to Tweet a question or post a comment on a company's Fan-page.

-Consumers desire a better mobile experience, and would like to use live chat
in the mobile channel.  One in every two respondents (50%) said it is
important to them for a company to have a mobile app or a mobile-optimised
website. Moreover, a significant number of respondents (40%) said they would
likely use live chat on their mobile device to get assistance if it were
available. 

-Tablets are a go-to shopping device. A majority of respondents (65%) expect
to use the tablet device as one of two primary devices they use for Christmas
shopping, the other being the desktop or laptop computer.

"In order to provide the most compelling online shopping experience possible,
it's essential that businesses understand how consumers are interacting with
brands online during the Christmas shopping season," said Frank Dittmar, SVP
International, LivePerson. "By intelligently connecting with online visitors,
at the right time and through their preferred channel, businesses can exceed
consumer expectations this Christmas, enabling them to drive more conversions
and greater customer loyalty as a result."

An infographic highlighting key findings from LivePerson's Holiday E-Commerce
Survey can be found here. For a full summary of survey results, visit the
LivePerson Connected Customer blog . For more information on LivePerson, visit
www.liveperson.com/uk

About LivePerson LivePerson, Inc. (Nasdaq: LPSN) offers a cloud-based platform
that enables businesses to proactively connect in real-time with their
customers via chat, voice and content delivery, at the right time, through the
right channel, including websites, social media, and mobile devices. This
"intelligent engagement" is driven by real-time behavioural analytics,
producing connections based on a true understanding of business objectives and
customer needs.

More than 8,500 companies rely on LivePerson's platform to increase
conversions and improve customer experience, including Hewlett-Packard, IBM,
Microsoft, Verizon, Sky, Walt Disney, PNC, QVC and Orbitz.

LivePerson received the CODiE award for Best Content Management Solution in
2012 and for Best Ecommerce Solution in 2011, and has been named a Company of
the Year by Frost and Sullivan in 2011. LivePerson is headquartered in New
York City with offices in San Francisco, Tel Aviv, Atlanta, London and
Melbourne, Australia.

For more information please visit http://www.liveperson.com .

Safe Harbour 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 are made
pursuant to thesafeharbour 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 progresses, 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
and annual results; the adverse effect that the global recession may have on
our business; competition in the real-time sales, marketing, customer service
and online engagement solutions market; our ability to retain existing clients
and attract new clients; risks related to new regulatory or other legal
requirements that could materially impact our business; responding to rapid
technological change and changing client preferences; our ability to retain
key personnel and attract new personnel; risks related to the operational
integration of acquisitions; technology systems beyond our control and
technology-related defects that could disrupt the LivePerson services; privacy
concerns relating to the Internet that could result in new legislation or
negative public perception; risks related to the regulation or possible
misappropriation of personal information; legal liability and/or negative
publicity for the services provided to consumers via our technology platforms;
risks related to protecting our intellectual property rights or potential
infringement of the intellectual property rights of third parties. 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 risk factors that could cause actual results to
differ from those discussed in forward-looking statements.

Contact:

Erin Kang ekang@liveperson.com +1-212-609-4256

Website: http://www.liveperson.com
 
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