Manage all of your messages, emails and social posts from a single platform
Our new platform powers connections for consumers to communicate with the world’s most innovative dealerships when and where they want. You can embrace conversational commerce on a variety of digital messaging channels including SMS, Facebook Messenger, Apple Business Chat, and WhatsApp along with messaging on your dealership's website or mobile app.
Email conversations are slow, expensive to manage and have one of the lowest CSATs of any communication channel. Now you can manage, analyze and respond to emails within our new platform. Every email you send includes an option for the consumer to instantly transfer into a messaging channel of their choice with the click of a button – leading to quicker resolution and greater satisfaction.
Supporting consumers has become more complex with the increase in social posts, tweets, DMs and hashtags. Social Messaging makes it easy to prioritize, optimize and scale your social media care. Now you can manage social interactions to deliver a higher standard of customer care at scale.
Turn social interactions into transactions with Facebook Marketplace. All you have to do is add your inventory of pre-owned vehicles to your page, and watch the leads roll in. You can immediately answer inquiries and book test drives in a Facebook Messenger conversation.
Instead of missing calls or making your consumers wait on hold to find out when they can come in for a test drive, Voice-to-Message gives consumers the capability to instantly switch from a phone call to a text messaging conversation by selecting an option in your IVR or automated attendant. By transferring people to messaging, you'll be able to handle multiple conversations at once and satisfy more consumers while handling more volume.
Use text message marketing to send promotions, offers and campaigns in messaging channels where open rates are 98% and response rates are 45%, far greater than email.
Dynamic Capacity maximizes productivity by giving your agents the ability to handle up to 40 conversations at once. Our proprietary Dynamic Capacity algorithm analyzes the speed of messages being sent back and forth in each conversation instead of just the total number of conversations to determine an agent’s true capacity. Our platform automatically brings conversations in and out of focus based on conversation intensity so that agents aren’t overwhelmed.
Our proprietary Meaningful Conversation Score (MCS) uses natural language processing and AI to measure consumer sentiment during conversations. MCS determines a positive, neutral, or negative score for each message and conversation based on phrasing, punctuation, frequency and more. It’s an unbiased assessment of an interaction and can be used by managers to intervene on conversations that are going poorly to help preserve the consumer experience. It’s particularly useful to understand where bot optimizations need to be made in addition to flagging which conversations require intervention.
Our platform is ADA compliant, and ISO and SOC certified. The investment and technical talent it takes to achieve these accreditations would be overwhelming and economically unfeasible for most “chat” companies. Enterprise-grade technology means that messaging features, as well as security and compliances that are typically only enjoyed by big corporations, will be available for your dealership. LivePerson’s security automation team performs automated scans daily, and we keep your conversation data secure with encryption in-transit and at-rest and store this information in our top-tier data centers.
Every aspect of each conversation is tracked, including the duration, sentiment and CSAT, consumer intents, and even customizable outcomes such as conversions. Our platform offers robust out-of-the-box analytics along with the ability to build custom reports that align to your specific KPIs so you can measure the return on your investment. The Analytics Builder tool provides a dashboard reflecting data drawn from monitoring operations and conversions to help you enact data-driven decisions. Our reporting also helps optimize staff and bot performance over time while providing invaluable business insights pertaining to customer trends, brand perception, product use cases and more.