2014

ESSENTIAL LEVEL

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

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ESSENTIAL LEVEL LivePerson Customer Success Offering

© 2014 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 2014, 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 Essential Customer Success Offering offers a combination of proactive customer value management and

rich self-service training and knowledge management capabilities. With experienced LivePerson professionals assigned

to your team, you 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 2014

• 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

for select plans

• New roles and team

structure, including new

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 Essential Customer Success Offering are armed with the information, analysis, and

recommendations needed to derive maximum benefit.

Provides enhanced technical

and deployment support

Gives expert strategic

and operational advice

Scorecard 3.0

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ESSENTIAL LEVEL LivePerson Customer Success Offering

© 2014 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 Success

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.

BenefitsSubscribers to the Essential Customer Success Offering enjoy these benefits:

A Customer Value Manager A Customer Value Manager is responsible for helping you succeed and realize

the maximum benefit 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.

Technical SupportThe Essential Customer Success Offering offers 24×7 business critical support and support

by phone, Web, and live chat, with the aggressive SLA timelines of LivePerson’s standard

technical support contract.

Account 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 Essential 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

• Help 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:

» Monthly Customer Health Scorecard and Value Summary

» Self-service Customer Health Scorecard

• Provide analysis and recommendations for optimized operations

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ESSENTIAL LEVEL LivePerson Customer Success Offering

© 2014 LivePerson, Inc.

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.

For More Information Please visit customersuccess.liveperson.com or contact your LivePerson representative.

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.

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ESSENTIAL LEVEL LivePerson Customer Success Offering

© 2014 LivePerson, Inc.

About LivePersonLivePerson, 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, Amsterdam,

London, and Melbourne.

Contact LivePerson, Inc.

475 Tenth Ave

5th Floor

New York, NY 10018

T: 212.991.1794

F: 212.609.4233

info@liveperson.com

www.liveperson.com

Essential 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

Technical Account Manager

X X

Customer Value Manager X X X X

Implementation Manager X X X

Operations Excellence Manager

X X X

Deployment Engineer X X X

Enterprise Service Director X

Customer Value Summary Monthly Twice Monthly Twice Monthly Weekly

Customer Health Scorecard Review Monthly Twice Monthly Twice Monthly Weekly

Industry KPI Analysis Annually Semi-Annually Semi-Annually

On-Site Visit Annually Semi-Annual Quarterly

Product Release Review

Web- Based Web-BasedBy Invitation

Webinar

Personalized

and Tailored

Updates

Product Roadmap Review

Web-BasedBy Invitation

Webinar

Personalized

with Product

Management

Expansion Packs Two Intermediate

Deployments

Two Intermediate

Deployments

Two Advanced

Deployments

Agent & Transcript Analysis

Quarterly Monthly Monthly

On-Site Operations Monitoring and Diagnostics

Semi-Annually Semi-Annually

Target Analysis Quarterly Monthly Monthly

Missed Opportunity Analysis

Quarterly Monthly Monthly

Agent Effectiveness Quarterly Monthly Monthly

Segmentation Management

Plugin/Taglet Creation

Configuration / Change Management

20 60 120

Customer Health Scorecard

Self-ServiceMonthly Review

Monthly Review

Bi-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 Hours

Analytics & Reporting

Education & Training

LivePerson Customer Success Offerings