Perry Ellis · Yotpo
1.4% — conversion rate
Independently reportedRetail & e-commerce · Customer support · NLP · Scaled
Customer support
Talkmobile · LivePerson
Vendor-reportedTelecomUnited KingdomScaledNLPLive 2014
Vendor-reported. The customer is named and the numbers are quoted from the source page, but the account comes from the vendor. No independent confirmation.
Reported by liveperson.com (vendor self-report). Checked against the source page on 2026-09-06. 10 of 10 figures below appear on that page word for word.
The problem
Growing customer loyalty while maximizing efficiency; customers want fast and hassle-free support; consumer expectations evolving beyond traditional channels.
What was deployed
- Vendor
- LivePerson
- Products
- Web chat, web messaging, conversational AI platform, Agent Workspace, Secure Forms, intelligent routing bot
- Technique
- NLP
- Build or buy
- Bought off the shelf
- Deployment
- SaaS
- Data used
- conversation data analytics
What changed
Each row is quoted from the source. Figures we could not find on the page in those words are marked — they are kept, not deleted, so you can judge them.
92%Customer Satisfaction Score (CSAT)
“92% customer satisfaction score (CSAT)”
Quoted word for word from the source
89%Net Promoter Score (NPS)
“Net Promoter Score (NPS) 89%”
Quoted word for word from the source
above 90%Customer Satisfaction Score (CSAT)Today
“Today, Talkmobile maintains their CSAT above 90% and NPS above 60”
Quoted word for word from the source
above 60Net Promoter Score (NPS)Today
“Today, Talkmobile maintains their CSAT above 90% and NPS above 60”
Quoted word for word from the source
average monthly volumewithin the first six months
“migrated from web chat to asynchronous web messaging in 2022, seeing a 60% increase in average monthly volume within the first six months.”
Quoted word for word from the source · round percentage, no baseline given
under one minuteagent response time
“LivePerson’s digital-first Agent Workspace enables Talkmobile agents to respond to customers in under one minute.”
Quoted word for word from the source
seven points above the industry average of 85%Customer Satisfaction Score (CSAT)from 85%Today
“Today, Talkmobile’s commitment to excellence shows in their numbers: their customer satisfaction score stands seven points above the industry average of 85%”
Quoted word for word from the source
35 points above the average of 31Net Promoter Score (NPS)from 31
“while their net promoter score surpasses the average of 31 by an impressive 35 points.”
Quoted word for word from the source
89%First Contact Resolution (FCR)
“With a first contact resolution rate of 89% and response times under a minute, their performance is remarkable.”
Quoted word for word from the source
under a minuteresponse times
“With a first contact resolution rate of 89% and response times under a minute, their performance is remarkable.”
Quoted word for word from the source
reducedsupport requests
“The Ecare system has successfully reduced support requests around intents such as paying bills, updating account information, increasing data, and more.”
Quoted word for word from the source
“We are dedicated to making our customers’ lives easier, and that includes when and how they contact our support teams. LivePerson has enabled us to introduce new engagement channels and services that fit around our customers and their lives, making it quicker and easier for them to get the support they need, when they need it.”
Sources
- liveperson.com — vendor self-report, 2025-05-19
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