LivePerson Value Delivery Model - What you can expect from LivePerson's Professional Services Organization
LivePerson designed its deployment lifecycle around one simple goal: Helping you to drive value through your online sales channel.
By value we mean increased profitability of your website through higher visit-to-sales conversions. And improved customer loyalty by creating a more satisfying shopping experience. We help lines of business achieve their revenue goals through effective promotional offerings. And we help you, the project owner, optimize your ROI.
Delivering this level of value requires an absolute command of the processes that drive e-sales, from initial planning and goal setting, to code development and deployment. From uncovering your visitors' moments of truths to training your live chat agents to respond to them. And it requires the ability to step back from the entire process so that it can be assessed as a whole, and to target the areas that can be improved.
Our development lifecycle is comprehensive and deep. Our Professional Services Organization is comprised of seasoned professionals, with hundreds of implementations under their belts. We invite you to leverage their expertise.
The Six Stages of the LivePerson Deployment Life Cycle
Stage 1: Strategy and Planning
This phase involves technical validation; sets goals for your site; determines requirements for your live chat agents; reviews the processes and rules for identifying your moments of truth and tactics for converting visits to sales; branding and messaging deployment, and an examination of deployment approach. LivePerson provides detailed documentation, workbooks, best practices and guidelines to facilitate your strategy and planning.
Stage 2: Onsite Kickoff
This phase ensures that realistic goals have been set for your project. It involves validation of crucial elements such as site performance and process performance metrics, goals, your timeline, milestones, rules and plans for hiring, training and compensating live chat agents. The output of this phase is a detailed roadmap for success, including a design requirements document and a master project plan.
Phase 3: Design
Design: Code
This phase consists of development, testing and deployment of the custom code and rules for a custom deployment on your site. Agent software downloads are also installed. LivePerson delivers comprehensive deployment instructions and provides full support for your design team as they implement. We'll also support you in all stages of testing and page tagging.
Design: People
LivePerson assists you as you create a staffing plan, screen and hire agents, and train them to support your visitors. We'll supply you with guidelines, a staffing calculator, and best practices for e-sales and engagement marketing.
Phase 4: Training and Launch
This phase focuses on training your administrators, supervisors and sales agents on LivePerson tools. Agents receive specialized training in e-sales techniques. The administrators and supervisors learn how to manage and develop their chat team, as well as drive performance improvement.
Phase 5: Proof of Concept Optimization
During this phase LivePerson will help you to analyze the performance of your online channel, and identify areas for improvement. We'll provide a performance scorecard that provides site, sales funnel, revenue generation, agent performance, and customer satisfaction metrics from the LivePerson Reporting Engine. Action plans are developed around the key performance levels, based on our collection of industry best practices.
Phase 6: Maintenance
LivePerson will support you in the ongoing maintenance of your site to ensure it delivers the results you need and anticipated. The maintenance program offers five major activities:
- General account management
- Agent transcript review
- Training and coaching programs
- Strategy and performance reviews
- Customized programs in rules and acceptance rate optimization
