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Customer experience leaders integrate conversations and feedback to help brands capture and take action on customer and employee signals in real time, across all messaging channels
NEW YORK - LivePerson, Inc. (NASDAQ: LPSN), a global leader in Conversational AI, and Medallia, Inc. (NYSE: MDLA), a global leader in experience management and engagement, today announced a new partnership to seamlessly integrate conversations and surveys to help brands measure and respond to customer and employee signals in real time.
Managing customer and employee feedback is critical to maintaining their trust and satisfaction, and the LivePerson-Medallia partnership makes this process seamless. Brands can now automatically trigger Medallia feedback mechanisms within LivePerson conversations, as well as LivePerson conversations following Medallia feedback, all within the messaging channels consumers use every day with family and friends, including SMS, Facebook Messenger, WhatsApp, Apple Business Chat, and more.
The LivePerson-Medallia partnership brings together two customer experience pioneers to help brands engage customers when and where it matters. The partnership will empower brands to:
• Trigger Medallia feedback directly within conversations in LivePerson's Conversational Cloud
• Gain a holistic view of full, cross-channel customer journeys
• Proactively message customers in real time based on their feedback, plus route them to the best agent or bot for the job
• Use different triggers to hand over conversations to live agents, including sentiment or likelihood to recommend
• Leverage post-conversation analytics for future development, including brand strategy, product strategy, and customer service training
• View feedback details and agent interaction reporting in both Medallia and LivePerson's Conversational Cloud
"As a client of both LivePerson and Medallia, we've been looking for ways to bring their services together to make the most of our customer conversations and feedback," said Robert Beatty, Chief Experience Officer at GM Financial. "We're looking forward to being among the first brands to explore ways to take advantage of this new integration."
Hundreds of the world's largest brands build and run AI-powered automations on LivePerson's Conversational Cloud to make it easy for their billions of consumers to ask questions and make purchases in the messaging channels they prefer. Brands using the Conversational Cloud have seen results including up to 20% increases in average order value and customer satisfaction scores, up to 10x online sales conversions versus traditional web sites, and 50% lower labor costs and agent attrition.
"Conversational commerce has forever changed the relationship between brands and consumers, but until now, brands have never had the ability to deploy sophisticated customer experience management tools directly inside the messaging channels we all know and love," said Sonny Patel, Vice President of Consumer Experiences at LivePerson. "We're proud to partner with Medallia on this first-of-its-kind, seamless integration of conversations and surveys."
Medallia's award-winning SaaS platform, the Medallia Experience Cloud, leads the market in the understanding and management of experience for customers, employees, and citizens. Medallia captures experience signals and applies proprietary AI technology to reveal personalized and predictive insights. Using Medallia Experience Cloud, customers can reduce churn, turn detractors into promoters and buyers, create in-the-moment cross-sell and upsell opportunities, and drive revenue-impacting business decisions.
"Customers and employees leave daily signals about how they feel when engaging with businesses, and being able to capture as many of these signals as possible is critical to making revenue-impacting business decisions. The combination of LivePerson and Medallia will deliver another powerful way for brands to capture critical customer feedback," said Steve Vierra, Senior Vice President of Channels, Alliances and Global Partnerships.