2015

EXPERT LEVEL

LivePerson Customer Success OfferingAdd Digital Engagement Experts to Your Team for Maximum Effectiveness

1

EXPERT LEVEL LivePerson Customer Success Offering

© 2015 LivePerson, Inc.

LivePerson’s Customer Success program is well known for its outstanding work in helping businesses maximize the value of their LivePerson digital engagement infrastructure. New in 2015, customers can choose from four levels of Customer Success Offerings in addition to the standard Technical

Support Policy. The new offerings provide greater value for your organization, with new benefits and the opportunity to

tailor them to your specific needs.

LivePerson’s Expert Customer Success Offering is designed for enterprise customers with a significant LivePerson

deployment. With a combination of personalized and proactive customer value management, you will be have the

resources you need to get the most out of your LivePerson investment.

LivePerson’s Customer Success program helps organizations optimize their digital engagement investment in several different ways:

WHAT’S NEW IN 2015• Four levels of service to

meet your unique needs

• Faster technical support SLAs

• Improved training and webinar content

• Enhanced reporting tools and value deliverables

• Built-in Expansion Packs

• Experienced team members on select plans (see page 4 of Data Sheet for details):

» Technical Account Manager

» Operations Excellence Manager

» Enterprise Service Director

Produces regular reports and touchpoints 1 2 3

Subscribers to the Strategic Customer Success Offering are armed with the most extensive information, analysis, and recommendations to derive

maximum benefit.

Provides enhanced technical

and deployment support

Gives expert strategic

and operational advice

Scorecard 3.0

2

EXPERT LEVEL LivePerson Customer Success Off ering

© 2015 LivePerson, Inc.

BUILT ON FOUR PILLARSLivePerson’s Customer

Success organization

leverages industry-leading

digital engagement experts

to help customers successfully

deploy and manage

LivePerson products and

services. The team is built

around four Pillars

of Excellence:

1. Account Management

Customer Value

managers form a

collaborative partnership

with customers. Drawing

upon a deep knowledge

of LivePerson products

and services, they help

develop short- and

long-term strategies

to grow and evolve

digital engagement

for organizations,

while improving

results delivered.

2. Customer Value

The Customer Success

team provides results-

driven value management

to help you maximize

your results. They work

with customers to establish

Key Performance Indicators

(KPIs) and create an

optimized program to

meet and exceed these

goals. A regular cadence

of reports, health checks,

analysis, and recommend-

ations not only keeps

customers well informed

but provides them with

strategic insight based on

current and prior trends.

Benefi tsSubscribers to the Expert Customer Success Off ering enjoy these benefi ts:

An Entire Team at Your ServiceYour Customer Success team includes:

A Customer Value Manager is responsible for helping you realize the maximum

benefi t of your LivePerson investment throughout the life of your LivePerson

relationship. The Customer Value Manager is the primary point of contact for

account-level activities and ensures that the proper cadence of reviews and strategic

assessments take place.

A Technical Account Manager provides a personalized support experience through

an in-depth understanding of your business. The Technical Account Manager serves

as the primary focal point for all technical escalations and works to ensure that the

support team meets your business needs.

An Implementation Manager works with your team to design, coordinate, and

manage LivePerson deployment projects.

A Deployment Engineer builds new digital engagement experiences for your

customers and serves as the technical point of contact for all technical assets of

your LivePerson deployment.

An Operations Excellence Manager focuses on the operational aspects of your

program by leveraging years of domain expertise and best practices to maximize

the yield from your digital engagement labor.

Enhanced Technical SupportYour Technical Account Manager is the focal point for enhanced levels of technical

support that you enjoy as a subscriber to the Expert Customer Success Off ering. He

or she handles all escalations and builds a strong relationship with your team to deliver

a personalized support experience based on a thorough knowledge of your business

and its needs. Deliverables include:

• Enhanced SLA timelines for initial response, status update, and resolution

• Direct dial to Tier 2 support

• Escalations handled by assigned Technical Account Manager

3

EXPERT LEVEL LivePerson Customer Success Offering

© 2015 LivePerson, Inc.

Program ManagementYour Customer Value Manager serves as your primary point of contact for all

account-level initiatives and coordinates the delivery of all Customer Success services.

He or she develops a deep knowledge of your business and work with you to:

• Build processes and controls that help drive standards, efficiency, and

effectiveness in the overall management of your account

• Help develop short- and long-term strategies to grow and evolve digital

engagement and improve results delivered

• Continually keep you updated on our products, roadmap, new releases, and

new features and functionality that will help you maximize the value of your

LivePerson investment

Value ManagementYour Expert Customer Success Offering provides results-driven value management, and

your Customer Value Manager leverages the extensive experience of the team to:

• Assist with setting Key Performance Indicator (KPI) and Return on

Investment (ROI) goals

• Create an optimized program to meet and exceed these goals

• Establish a regular cadence of reports, analyses, and live meetings to monitor

progress; these include:

» Twice monthly Customer Health Scorecard and Value Summary

» Monthly Customer Health Scorecard

» A semi-annual quarterly onsite visit

» A semi-annual industry KPI analysis

• Provide analysis and recommendations for optimized operations

Enhanced Analytics, Reporting, and TrainingEnhanced scorecards and other reports with additional information and analytics

are included with the new Customer Success Offerings. These help you to further

optimize your success in digital engagement. Training content and webinars have

been improved, enabling you to get your new team members up and running

more effectively.

Expansion PacksThe Expert Customer Success Offering includes two Intermediate Expansion Packs,

which provide organizations with the opportunity to expand their LivePerson

footprints by either implementing new product or deploying a new line of business, all

at no additional cost or need for an additional contract or SOW. As part of this process,

you have access to an Implementation Manager to help you roll out these expansions.

3. Strategic Consulting

Our Global Professional

Services team brings a

wealth of experience and

insight to the strategic

planning of customers’ digital

engagement infrastructure.

Our comprehensive consulting

services provide domain

expertise and leverage insight

into business needs gleaned

from our work with each

customer in the Customer

Success Offerings.

4. Expansion

Implementation and

deployment experts leverage

extensive experience with

hundreds of LivePerson

deployments and expansions

to successfully launch your

initial digital engagement

infrastructure and make all

subsequent roll-outs seamless

and optimal. Expansion Packs

included with select levels of

LivePerson’s Customer Success

Offerings enable optimally

timed expansions without

executing a new contract.

4

EXPERT LEVEL LivePerson Customer Success Off ering

© 2015 LivePerson, Inc.

About LivePersonLivePerson, Inc. (NASDAQ: LPSN) off ers 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 offi ces in Atlanta, San Francisco, Amsterdam, Berlin, London, Milan, Paris, Tel Aviv, Tokyo and Melbourne.

ContactLivePerson, Inc.475 Tenth Ave5th FloorNew York, NY 10018T: 212.991.1794F: 212.609.4233info@liveperson.comwww.liveperson.com

FOR MORE INFORMATIONPlease visit

customersuccess.liveperson.com

or contact your LivePerson

representative.

Fundamentals Premier Expert Strategic

24/7 Business Critical Support (English Only) X X X X

Phone Support X X X X

Web Support X X X X

Chat Support X X X X

Enhanced Support SLA’s X X X

Direct to Tier 2 Support X X

Customer Value Manager X X X X

Implementation Manager X X X X

Operations Excellence Manager X X X X

Deployment Engineer X X X X

Technical Account Manager X X

Enterprise Service Director X

Customer Account Plan Twice Monthly Twice Monthly Twice Monthly Weekly

Customer Health Scorecard Review Twice Monthly Twice Monthly Twice Monthly Weekly

Industry KPI Analysis Annually Annually Semi-Annually Semi-Annually

On-Site Visit Annually Annually Semi-Annual Quarterly

Product Release ReviewWeb- Based Web-Based

By Invitation Webinar

Personalized and Tailored

Updates

Product Roadmap ReviewWeb- Based Web-Based

By Invitation Webinar

Personalized with Product

Management

Expansion Packs One BasicDeployment

Two Intermediate Deployments

Two Intermediate Deployments

Two Advanced Deployments

Agent & Transcript Analysis Quarterly Quarterly Monthly Monthly

On-Site Operations Monitoring and Diagnostics

Semi-Annually Semi-Annually

Target Analysis Quarterly Quarterly Monthly Monthly

Missed Opportunity Analysis Quarterly Quarterly Monthly Monthly

Agent Eff ectiveness Quarterly Quarterly Monthly Monthly

Segmentation Management

Plugin/Taglet Creation

Confi guration / Change Management

X X X X

Customer Health Scorecard (with a LP Analyst) 2x Per Month 2x Per Month 2x Per Month Weekly Review

Optimization Tools X X X

A/B Testing X X

Industry Benchmarks X

Onsite Review Annually

Self-Service Training X X X X

Remote Calendar Trainings (Webinars) X X X X

Passes to LivePerson Magnet School 4

Technical Support

Customer Value Management

Customer Value Deliverables

Expansion & Growth

Operational Excellence

Deployment Engineering Deliverables

Analytics & Reporting

Education & Training

LivePerson Customer Success Off erings