Grainger Offers Customers Innovative LiveChat With Photo Powered By LivePerson

Grainger Offers Customers Innovative LiveChat With Photo Powered By LivePerson

Grainger Customers Now Can Send a Product Photo to Customer Service Reps
Anytime, Anywhere During Chats Through its iPhone App

PR Newswire

CHICAGO, Oct. 24, 2013

CHICAGO, Oct. 24, 2013 /PRNewswire/ -- Grainger (NYSE: GWW), the leading broad
line supplier of maintenance, repair and operating (MRO) products serving
businesses and institutions, recently launched a new feature for its iPhone
application (app), LiveChat with Photo. Through technology provided by
LivePerson (NASDAQ: LPSN), a leading provider of intelligent engagement
solutions, customers now can send a photo of a product to a Grainger Customer
Service Representative during a live chat.

"Grainger is focused on industry-leading service, which includes getting our
customers the products they need, when they need them," said Geoffrey
Robertson, Vice President of eCommerce Strategy and Planning for Grainger.
"We offer more than one million products, so LiveChat with Photo helps answer
customer product questions more efficiently and effectively. We are delighted
to have worked with LivePerson to deliver this leading technology to our
customers."

The LiveChat feature is in the Menu section of the Grainger iPhone app once
users sign in. Users can click on the icon to begin a real-time chat with a
Grainger Customer Service Representative, as well as attach one or more
product photos to the conversation. Photos help the Customer Service
Representative locate the product in question and provide the customer with a
direct link to the product, which then can be used to check availability and
make a purchase. Finally, a chat history is available, eliminating the need
for the customer to take notes during the chat.

"As more consumers shift to mobile to connect with their favorite brands, it's
becoming critical for companies to effectively engage their customers via
mobile devices. Grainger is a company that not only understands the
importance of providing great customer service, it also is raising the bar
with rich, and innovative features, such as LiveChat with Photo," said Grant
Miller, Head of Mobile Strategy, LivePerson. "By partnering with a leading
company like Grainger, we can set the standard for smart customer engagement,
and together, provide the kind of rich, meaningful experience that today's
on-the-go customers demand."

LivePerson's mobile chat solutions enable seamless integration with native iOS
applications as well as iOS- and Android-optimized mobile sites. LivePerson's
mobile solution can be integrated within a company's existing LivePerson chat
infrastructure. Agents can identify and prioritize on-the-go customers, who
often have more urgent needs and expect faster response times.

In addition to LiveChat with Photo, Grainger's mobile app allows customers to:

  oSearch for products using bar code scanning, voice-activated search or
    browse;
  oUse real-time product availability based on current location to learn when
    a product will ship or if it is available for pickup at a nearby Grainger
    branch;
  oGet driving directions to the nearest Grainger branch;
  oManage purchase order workflow – accept, reject or forward pending orders
    made by multiple staff members;
  oReceive notifications when orders ship or are pending approval;
  oGet prompt access to frequently purchased items through lists;
  oAccess order history; and
  oCheckout using existing shipping addresses and payment preferences from
    Grainger.com^®.

The iPhone version of the Grainger mobile app is available at the Apple App
Store and the Android version of the app is available on Google Play.

LiveChat with Photo currently is only available on the iPhone version of the
Grainger app.

Grainger is the 15th largest e-retailer in North America, according to
Internet Retailer. In 2012, Grainger posted nearly $3 billion in eCommerce
sales, representing approximately a third of total company sales. Meanwhile,
Grainger mobile traffic more than doubled in the first six months of 2013,
representing about 10 percent of U.S. online traffic. Approximately 30
percent of mobile orders are picked up at a local U.S. branch.

About Grainger

W.W. Grainger, Inc., with 2012 sales of $9 billion, is North America's leading
broad line supplier of maintenance, repair and operating products, with
expanding global operations. For more information about the company, visit
www.grainger.com.

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 behavioral analytics, producing connections
based on a true understanding of business objectives and customer needs. More
than 8,500 companies worldwide rely on LivePerson's platform to increase
conversions and improve customer experience. Learn more at
www.liveperson.com.

SOURCE W.W. Grainger, Inc.

Website: http://www.grainger.com
Website: http://www.liveperson.com
Contact: Joe Micucci, Grainger, 847-535-0879; Or Erin Kang, LivePerson,
212-609-4256
 
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