1. Their competitive strategy? How does LivePerson differ?
Competitive Analysis
What do they say they do?
“Give your customers the answers they need, whenever they need them. Today’s customers expect to have access to customer service on their terms. And that means providing them with a variety of options for 24/7 support.”
What do we say they do?
Leading CRM provider with a multi-channel approach and the benefit of integrated basic web and mobile live chat . They offer intelligent targeting but no real-time data and their focus on SOS service via video chat implies high labour costs and low ROI.
Their competitive strategy?
How does LivePerson differ?
Via their “Service Cloud” salesforce offer an attractive one stop shop for 24/7 customer support
CRM,
Knowledge Base,
Social Customer Service,
Live Agent (chat) with video (SOS) and screen sharing compatible across all mobile devices
Communities
As salesforce is the worldwide leader in CRM software, with 18.4% market share, they have an easy entry point into many large companies
Salesforce cannot deliver the same results.
Salesforce does not have personalized content, sentiment analysis/hot topics, real time reporting or messaging.
Saleforce has intelligent targeting but not PIT.
Salesforce includes video chat which does not allow for concurrency. We focus on ROI, cost reduction through concurrency and our vision of developing an ongoing meaningful connection between consumers and brands
Salesforce focus on the CRM tool at the centre of customer service. We put the agent workspace at the centre of customer service and provide widgets so the agent has access to all the tools he needs.