News UK implements LivePerson to provide enhanced digital customer service on
the new Sun+ platform
LONDON, Oct. 1, 2013
- Publishing giant implements innovative customer engagement technology to
meet the needs of a new audience of digital entertainment consumers
LONDON, Oct. 1, 2013 /PRNewswire/ -- LivePerson Inc , (NASDAQ: LPSN) a leading
provider of digital engagement solutions, today announced that News UK part of
News Corp. the global media services and information company, has implemented
its web and mobile live chat solutions on their digital platform Times+, which
includes access to The Times , Sunday Times , as well as exclusive features
and content . News UK has also implemented LivePerson's digital engagement
solutions to provide an exceptional experience in their new Sun+ digital
(Logo: http://photos.prnewswire.com/prnh/20110105/NY24753LOGO-a )
Sun+ is a new digital entertainment package that gives subscribers 'anywhere'
access to the latest news, sport and exclusive content online, and from all
devices. News UK had previously relied on freeware tools to offer live chat
services but with the planned launch of Sun+ digital entertainment package,
and the lessons learned from previous customer service expectations through
the delivery of the Times+, News UK identified the need for a best-of-breed
service that enabled them to provide personalised, one-to-one customer
engagement for immediate resolution of issues, whether online or via mobile.
Web and mobile live chat will be a critical addition to the Times+ customer
service portfolio, allowing users to engage via their channel of choice. This
will enable agents to provide real-time web support to individual customer
enquiries for better first contact resolution and efficiency, rather than mass
e-mail and web announcements. For the Sun+ digital entertainment package, the
company will provide digital support via email and live chat across web and
mobile so customers can receive help in their preferred channel, providing a
more efficient and convenient level of service, and to ensure the user remains
immersed in the digital experience.
The launch of Sun+ digital entertainment package marks a step forward in the
evolution of digital subscriptions. News UK will use the intelligence gathered
through live chat to further innovate and develop Sun+ to ensure the services
are meeting customers' requirements. Live chat will enable agents to
proactively engage visitors based on behaviour characteristics that indicate a
need for assistance during their online experience, and will allow for a more
optimal use of resources.
Due to the success and customer feedback during the first two months, the
number of customer service agents employed to manage enquiries has since
doubled, and will now support additional brands.
To access Sun+, readers of the print edition will have the option to collect
tokens to be used as currency or payment can be made on the website using
debit or credit card.
Beverley Mcintyre, Head of Customer Operations, News UK comments: "At News UK
we are specifically focused on growing our digital portfolio and making sure
we deliver the best possible digital experience to our customers. The launch
and success of Times+ has given us insight into the growing importance of
personalised customer engagement that minimises the time our users spend
seeking an answer to their query. With the launch of the Sun+ digital
entertainment package, we wanted to ensure we had the best live chat service
that would meet our users' requirements but enable us to focus on innovation
rather than developments in chat services. After a market review we chose
LivePerson for their expertise in this field, and chose to implement the
services across Times+ and Sun+. LivePerson's intelligent platform allows us
to better understand customer needs and intent, so we can deliver rich, and
personalised assistance, improving the overall digital experience for our
Alan Banks, VP of EMEA, LivePerson comments: "News UK is a clear leader when
it comes to digital offerings in the publishing space, and they continue to
expand their innovative services with the launch of Sun+, and further
enhancements to Times+. LivePerson is proud to partner with News UK to help
deliver the kind of innovative and meaningful experience that consumers demand
in today's competitive digital environment. Our platform helps brands engage
their customers the moment they need help, in their channel of choice, and we
believe this will drive higher customer satisfaction as well as greater value
to the business."
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
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 has been named a Market Share Leader by Frost and Sullivan in 2012.
LivePerson is headquartered in New York City with offices in San Francisco,
Atlanta, Santa Monica, Tel Aviv, London and Melbourne.
For more information, please visit www.liveperson.com . To view other press
releases about LivePerson, please visit pr.liveperson.com.
Twitter: @LivePerson Facebook: http://www.facebook.com/LivePersonInc
Press contact Erin KangLivePerson Communications +1 (212) 609-4256
Zoe Bevis / Helen ShafeOctopus Communications for LivePerson +44 (00) 845 3700
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