NEW YORK, Aug. 10, 2017 /PRNewswire/ -- LivePerson,
Inc. a leading provider of cloud mobile and online business
messaging solutions, is powering a new mobile messaging option at
Hawaiian Airlines, giving travelers a simpler and faster way to
connect with the airline. Two-way SMS messaging is an innovative
and low-stress solution for passengers to receive personal customer
service assistance, rather than the industry-standard voice call
and IVR tree.
Until now, carriers have generally offered one-way texting –
from the airline to the customer, without the ability to reply –
which they use to send travelers flight updates, check-in times,
gate changes, and other alerts. Two-way communication improves the
guests' experience by allowing them to respond to texts, at their
leisure, rather than call a reservations desk.
With this new offering, powered by LivePerson's LiveEngage
platform, Hawaiian Airlines customers can communicate with the
airline the same way they prefer to communicate with family and
friends, through SMS text messaging. As with all text messaging,
the system allows multiple conversations to take place over time in
one thread, with the history always accessible by scrolling
backwards. Instead of sitting on hold waiting for a representative,
travelers can simply message the airline, put their phone away, and
wait for a push notification when one of Hawaiian's customer care
advisors responds.
"It's very popular because there's no learning curve," said
Tracy Behler, senior director,
online experience at Hawaiian Airlines. "In fact, as soon as guests
saw the option, they embraced messaging. The number of
conversations occurring through messaging exceeded our original
projections since we implemented it in May, and our customer
satisfaction with messaging has been higher than with voice, while
our agents are simultaneously more efficient."
"This launch is a first phase in our plan to innovate how we
connect to customers. In the future, we're looking to add other
touchpoints, such as a messaging option embedded within our app, to
make it really simple and stress-free to contact us, anytime,
anywhere."
"Hawaiian Airlines is leading the way in the travel industry in
connecting with their customers," said Robert LoCascio, founder and CEO of LivePerson.
"By giving them a way to connect with the company on-the-go, via
mobile messaging, Hawaiian Airlines is simplifying the customer
experience and enabling travelers to interact with the airline the
same way they would with family and friends."
Media contacts
Allison
Franzese
afranzese@liveperson.com
+1 212 609 4224
About LivePerson, Inc.
LivePerson, Inc. (NASDAQ: LPSN) is a leading provider of
cloud-based mobile and online business messaging solutions,
enabling a meaningful connection between brands and consumers.
LiveEngage, the Company's enterprise-class platform, empowers
consumers to stop wasting time on hold with 1-800 numbers, and
instead message their favorite brands, just as they do with friends
and family. More than 18,000 businesses, including Citibank, HSBC,
EE, IBM, L'Oreal, Orange, PNC and The Home Depot rely on the
unparalleled intelligence, security and scalability of LiveEngage
to reduce costs, increase lifetime value and create meaningful
connection with consumers.
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associated with our current or any future stock repurchase
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stockholder value, and whether such stock repurchases could
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diminish our cash reserves; natural catastrophic events and
interruption to our business by man-made problems; the high
volatility of our stock price; and risks related to our common
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other important factors that could cause actual results to differ
from those discussed in forward-looking statements.
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SOURCE LivePerson, Inc.