News UK implements LivePerson to provide enhanced digital customer service on the new Sun platform 01 Oct 2013
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 entertainment package.
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 customer's 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 include 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 users.
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 News UK
News UK publishes The Times, The Sun, The Sunday Times and the TLS.
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. For more information, please visit www.liveperson.com. To view other press releases about LivePerson, please visit pr.liveperson.com.
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News UK implements LivePerson to provide enhanced digital customer service on the new Sun platform 01 Oct 2013
