NEW YORK, Nov. 28, 2017 /PRNewswire/ -- LivePerson,
Inc. (Nasdaq: LPSN), the leading provider of cloud mobile and
online business messaging solutions, reported a record amount of
growth in messaging communications through its platform during
Cyber Weekend, the five-day period between Thanksgiving and Cyber Monday.
There was a 188% increase in first-time messaging conversations
since 2016, indicating the rise of messaging as a customer service
tool that is preferred over calling 1-800 numbers and transforming
how people communicate with businesses. Recent data shows that
millennials prefer text messaging as their first choice of
communication across almost every industry.
LivePerson's data also shows significant growth in mobile
interactions, which are up 72% percent since last year. As
consumers become more reliant on mobile devices for day-to-day
interactions and purchases, it's becoming more important that
retailers provide an intuitive way to shop and receive customer
support where they are spending most of their time.
While many consumers were deal hunting online on Black Friday,
most ignored their bank account balance. Traffic for retail sites
increased by 210% compared to the Friday prior while banking only
saw an 88% increase in traffic. Deal seekers also took this
opportunity to benefit from discounts on luxury items. Site visits
throughout Cyber Weekend for luxury retail were up 200% from the
week prior, compared to an increase of 157% for non-luxury
retail.
"Cyber Weekend is critically important to companies doing
business online, as it sets the stage not only for holiday shopping
and ecommerce, but also for the customer service trends that we'll
see over the course of the year," said Robert LoCascio, founder and CEO of LivePerson.
"The significant growth in messaging this year, especially on
mobile, illustrates a clear change in the way that consumers expect
business to be conducted online."
Reports show that Cyber Monday broke records as the greatest
online sales day in history, but Black Friday also continues to
expand its footprint. Typically a
shopping holiday in North America,
data shows that Black Friday is now just as popular in the EMEA
region. Website traffic rose 28% on Black Friday in EMEA compared
to the Friday prior.
"To ensure customer satisfaction, companies need to provide
great service interactions, along with the trust that the online
experience won't be interrupted by downtime during moments of high
traffic, no matter which part of the globe customers are shopping,"
said LoCascio. "The LiveEngage platform maintained 100% uptime
throughout these key shopping days, underscoring its position as
the premier business-to-consumer messaging platform for major
brands."
About LivePerson
LivePerson, Inc. (NASDAQ: LPSN) is
the leading provider of mobile and online messaging business
solutions, enabling a meaningful connection between brands and
consumers. LiveEngage, the Company's enterprise-class, cloud-based
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'Oréal, PNC, and The Home
Depot, rely on the unparalleled intelligence, security, and
scalability of LiveEngage to reduce costs, increase lifetime value,
and create meaningful connections with consumers. For more
information, please visit www.liveperson.com. To view other global
press releases about LivePerson, please visit
pr.liveperson.com.
Contact
Allison
Franzese
212-609-4224
afranzese@liveperson.com
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SOURCE LivePerson, Inc.