1. October 2013
LivePerson Solutions Brief
Pay-for-Performance
Managed Services for Chat

2. 2013 LivePerson, Inc.©
1
SOLUTIONS BRIEF Pay-for-Performance Managed Services
Why Use Managed Services for Your Chat Infrastructure?
The cost per interaction with live chat is lower than with any other human-assisted channel, but getting the best return on your live chat
investment requires highly optimized operations. Three factors typically stand in the way of maximum value:
Chat operations are different, and change in the industry is swift and ongoing. LivePerson’s chat operations managers have developed
best practices based on the experience of thousands of customers, including some of the biggest organizations in the world. Their
expertise enables them to optimize every aspect of your chat infrastructure, from technology to processes to agent training.
Achieve the Results You Need—Quickly—With Industry-leading Chat Operations Experts
LivePerson’s Pay-for-Performance managed services combine the cutting-edge technology of the LiveEngage platform
with the industry’s most experienced chat program managers, delivering the specific digital engagement results you
need very quickly. Fees for the services are based on our achievement of agreed-upon performance goals, as spelled
out in the Master Agreement that you develop with LivePerson.
hello
Cost, specifically
the inability to achieve a
desired outcome with
in existing budget
Quality of interactions,
as it is a challenge to recruit and
train chat agents to facilitate
multiple customer conversations
that meet internal expectations
Scale, the inability
to scale a chat program in
a managed way, while
controlling quality and cost

3. 2013 LivePerson, Inc.©
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SOLUTIONS BRIEF Pay-for-Performance Managed Services
Who Can Benefit from
Pay-for-Performance Managed Services?
Pay-for-Performance services are ideal for organizations that have sufficient web volume to support an
agent team of 15 or more, and have a clear idea of what they want to accomplish. Customers can choose
Pay-for-Performance services for the initial rollout of the LiveEngage platform, and existing customers who
are self-managing LiveEngage can transition to Pay-for-Performance services.
e-Commerce Sales
For the e-commerce sales leader, live chat has the potential to reduce a company’s cost
per acquisition and to drive additional incremental sales by combining a well-tuned
site visitor engagement strategy with agents proficient at online sales. LivePerson
Pay-for-Performance services can deliver these results quickly without interrupting
existing momentum.
Marketing Leaders
Marketing leaders value systems that help make customers into promoters. LiveEngage
Pay-for-Performance services apply our internal best practices for world-class chat programs
to recruit and train chat agents to have conversations with customers that exceed
expectations.This results in improved brand perception, greater customer satisfaction,
and—in the case of several of our customers—J.D. Power awards for excellence.
Service Leaders
For service leaders, the focus is on the cost of resolution. A timely solution to the initial
problem, along with appropriate use of cross-sell and upsell opportunities, are big factors
in customer satisfaction and key elements of the program. LivePerson Pay-for-Performance
services can help agents enhance the quality of conversations, creating cross-sell and
upsell opportunities that don’t typically exist for a service center.
What Does a Pay-for-Performance Engagement
Look Like in Practice?
When you engage LivePerson’s Pay-for-Performance services, we work with you as an operational partner
rather than a technology vendor. You don’t even have to pay separately for the software infrastructure, as
technology is included in the Pay-for-Performance pricing.
LivePerson will work with your team to determine one or two key performance indicators (KPIs) on which
Pay-for-Performance pricing will be based, along with specific goals and timelines. Once the Master
Agreement is in place, the Pay-for-Performance team will focus intently on deploying the technology and
processes necessary to meet these goals.
What Do You Want
To Optimize?
These following are some ROI
areas that could be included in a
Pay-for-Performance agreement.
For each relevant category,
LivePerson works with you to
define goals and timelines for
meeting them.
1. Reduction in fully-loaded
cost per interaction
2. Reduction in cost
per acquisition
3. Reduction in cost
per resolution
4. Increase in customer
satisfaction or Net
Promoter scores
5. Increase in cross-sell and
upsell ac tivities
Technology is included
in the Pay-for-
Performance pricing.

4. 2013 LivePerson, Inc.©
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SOLUTIONS BRIEF Pay-for-Performance Managed Services
Using the Scorecard capability in the LiveEngage
platform and additional analytics only available to
Pay-for-Performance customers, your LivePerson
Pay-for-Performance campaign manager will
monitor your KPIs and related metrics on a real-time
basis. By monitoring performance trends, the team
can proactively work at the product and operational
levels to make adjustments on the fly, and see the
results in virtual real time.
Communications are key to any services
engagement, and are even more important in a
dynamic channel like live chat. Your team will meet
weekly—and perhaps even more frequently—with
the LivePerson Pay-for-Performance team, as well
as with LivePerson partners involved in
service delivery.
Pay-for-Performance customers usually see
tangible positive movement in core KPIs within 60
days and are typically able to scale to an optimal
environment in six to nine months.
Improvement will be noted at every layer—quality,
agent output, customer comments, satisfaction
scores, and ROI.
Under normal circumstances, customers realize
at least a 10 percent reduction in fully-loaded
cost-per-interaction, with many surpassing
this goal.
For more information, visit
www.liveperson.com/services/pay-for-
performance or contact your LivePerson
account team member.
What Results Can I Expect?
Communicate,
and Communicate
Some More
The following is an example of
the cadence of communications
in a Pay-for-Performance
engagement:
Daily
Pay-for-Performance
Campaign Manager
receives reports on KPIs,
makes adjustments on
the fly
1-2 Times Per Week
Calibration session hosted
by LivePerson with
client and service
delivery partner
Weekly
Operational review between
LivePerson and client
Operational review
between service delivery
partner and client
Quarterly
Business review
with management
and stakeholders
Improvement is noted
at every layer–quality,
agent output, customer
comments, satisfaction
scores, and ROI pricing.

5. 2013 LivePerson, Inc.©
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SOLUTIONS BRIEF Pay-for-Performance Managed Services
Customer Success
Raising CSAT
satisfaction by 20
points in one month
A well-known telecommunications
company had an self-managed
live chat program. Customer
satisfaction percentages hovered
in the upper 50s, and the cost
of the program was higher than
expected. The company decided
that Pay-for-Performance would
be a good option to drive
performance. Thirty days after
launching Pay-for-Performance
services, customer satisfaction
for the Pay-for-Performance
team was above 90 percent,
while agent output increased
almost threefold.
Customer Success
Reducing costs
while getting J.D.
Power’s attention
A long-term Pay-For-Performance
client worked with LivePerson
on a strategy focused on creating
passionate promoters of the
brand via chat conversations
that would exceed visitors’
expectations. Through combined
technology and operational
training efforts, Net Promoter
scores were raised by 10 to 20
percentage points over the
course of a year. As a result
of these improvements, the
company won a J.D. Power
award for excellence for its
live chat channel.
The Pay-for-Performance Difference
Self-Managed Live Chat Pay-for-Performance Services
Channel
Staffing
Client assumes ownership LivePerson manages the
targeting technology and
staffing levels to maximize the
client’s desired result
Agent
Training
Client assumes ownership LivePerson adapts and delivers
the client's training content for
ongoing agent training
Operations
Management
Client assumes ownership LivePerson takes the lead to
manage day-to-day operations,
with collaboration from the
client, to ensure that quality
expectations are met and results
align with expectations
Strategy Client assumes ownership LivePerson works with the client
to devise a strategy based on
best practices
Pricing Software pricing
(cost-per-interaction)
+ needed services +
self-management costs
Single fee to LivePerson based
on achievement of agreed-upon
goals
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. LivePerson is headquartered in
New York City with offices in San Francisco, Atlanta,
Tel Aviv, London, and Melbourne.
Contact
LivePerson, Inc. T: 212.991.1794
475 Tenth Ave F: 212.609.4233
5th Floor info@liveperson.com
New York, NY 10018 www.liveperson.com