News

Petco discovers shopping trends with new analytics solution

July 18, 2012

Petco is learning about its customers with a new text analytics solution from LivePerson Inc., a provider of real-time engagement solutions. The pet store, which participated in the platform's pilot study, used the platform — LP Insights — to aggregate and analyze data from multiple customer touchpoints, which helped the retailer learn about customer sentiment across the online and in-store experience, Erin Smith, Petco's director of customer care, said in a press release.

"We were able to connect the dots between multiple sources of customer data and discover key areas for improvement," she said. "The LP Insights tool has revealed critical trends that we didn't even expect to find, helping us ensure we're providing products and services of the highest quality for our customers. Whether it's in one channel or another, your customers are speaking, and it's our job to hear what they're saying."

LP Insights analyzes chat transcript data as well as data from other channels, including survey results, web analytics, emails, call transcripts and social media.

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