M.O.M’s Watching

LivePerson Inc. , a New York-based ASP that specializes in real-time communications and customer service, yesterday announced M.O.M. (Monitoring Online Movement), a marketing and sales service designed to enable retailers to monitor, identify, segment and act in real-time.

The hosted application offers retailers the capability to personalize a customer’s experience with automated marketing campaigns, offer one-to-one interaction, profile customers, analyze customer history and improve customer service quality.

M.O.M.-enabled sites, for example, can alert a service representative when a customer arrives at a Web site. As a customer moves through the site, M.O.M automatically analyzes page visits and purchase patterns and even permits a company representative to view inside a customer’s shopping cart. A sales representative can engage a customer in real time to sell additional products and services.

To address security issues, M.O.M. is based on 128 byte-SSL (secure socket layer) encryption technology. It was developed to work either as a stand-alone application or integrated customer service solution with other platforms.

“M.O.M.-enabled sites are designed to leverage company resources across departments, improving marketing, sales performance and the customer’s online experience,” says Robert LoCascio, CEO of LivePerson. “M.O.M. provides retailers with a range of personalization and real-time interaction options from completely automated and personalized campaigns to intelligent, proactive invitations to chat used by agents to capture hot sales leads.”

LivePerson reports that it currently has 3,000 clients, which include Ameritrade, QVC, Federated Department Stores, Earthlink, Radian Guaranty Mortgage, Godiva, Citibank, and American Airlines Credit Union.

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