QVCUK.com Uses LivePerson's Real-Time Chat to Communicate With Its Customers Throughout the United Kingdom.

Business Editors

NEW YORK--(BUSINESS WIRE)--Nov. 6, 2000

Major Online Retailer Follows in the Footsteps of U.S. Parent, iQVC

LivePerson, Inc. (Nasdaq: LPSN), a leading Application Service Provider (ASP) of technology that enables real-time sales and customer service interaction over the Internet, delivers its real-time Chat product to QVCUK.com, the United Kingdom operation of U.S.-based iQVC, also a LivePerson client.

By including LivePerson's real-time Chat feature at the point of sale of QVCUK.com's Web site, the company is able to address customer concerns about price, shipping, return policies, and any other purchase point questions that may occur during the online shopping process.

"Using LivePerson's customer service technology has provided an opportunity to improve sales conversions on the Web site," said Steve Calderbank, Director of Call Center Operations at QVCUK.com, "as well as negate the need for Web queries to be handled by telephone representatives and drive through associated cost savings."

QVCUK.com, which uses LivePerson's Chat feature on their Web site under the title of Live-On-Line, chose LivePerson in large part because of the great success enjoyed by QVCUK.com's parent company, QVC Inc. QVC Inc. began using LivePerson Chat on its Web site, iQVC, in September 1999, enabling order entry representatives to easily answer customer questions as they occurred. After implementing LivePerson's technology, iQVC concluded that 91 percent of customers were dedicated to making purchases, rather than abandoning full shopping carts, according to Amy Borell, Senior Project Manager in Customer Service and Automated Ordering for iQVC.

With a pool of QVCUK.com's customer service representatives trained in the use of LivePerson, which was fully compatible with the company's existing call center operations, the eCRM solution was easily integrated into the Web retailer's customer support system.

"The ease of use of the LivePerson Chat product, and the training backup and support we received were critical elements of its successful implementation on our Web site," said Mr. Calderbank. In addition to the Chat feature, LivePerson is also providing QVCUK.com with Your Guide, a LivePerson feature that helps explain how to best utilize the Chat service.

"Your Guide is a great tool for Web sites that want to help their customers with how to best utilize our customer service product," said Robert LoCascio, Founder and CEO of LivePerson. "With Your Guide, QVCUK.com is able to better assist a user population that may not be as familiar with real-time customer service, so they can get the maximum benefit."

About LivePerson

LivePerson (www.liveperson.com) is a leading Application Service Provider (ASP) of technology facilitating real-time sales and customer service for companies doing business on the Internet. The LivePerson service enables online businesses to communicate with Internet users in real-time, thereby enhancing the online experience. With its full Customer Interaction Suite, consisting of Chat, E-Mail and Knowledge (a self-service FAQ product), LivePerson offers clients the opportunity to increase sales, lower customer service costs and increase responsiveness to customer needs.