LivePerson's Enhanced Integration with NetSuite Helps ClearStar.net Increase Productivity and Improve Client Support
Agents resolve customer cases 60% faster via live chat
In January 2007, ClearStar.net selected LivePerson Pro to provide clients with immediate online assistance. The solution offers full integration with NetSuite, and LivePerson's skills-based routing features support ClearStar.net's multi-tenant architecture.
ClearStar.net adopted LivePerson Pro to increase productivity and customer satisfaction by:
- Delivering real-time online product support. Clients can chat live with customer service reps while visiting support webpages or using the ClearStar.net application. LivePerson Pro's page-push and canned answers features give reps the ability to deliver immediate and contextual hands-on assistance.
- Seamlessly integrating customer service functionality with NetSuite CRM. By working within one consolidated environment, ClearStar.net customer service agents can simultaneously chat with customers and access NetSuite to instantly review and update customer data, create new cases and export chat transcripts to existing contacts and accounts.
- Increasing agent efficiency. The tight integration between LivePerson and NetSuite gives ClearStar.net agents access to both applications from one screen, eliminating time-consuming back and forth and redundant data entry.
"With 90% first contact resolution rates and 60% faster issue resolution than via email or phone, live chat is already the channel of choice for our clients to request and receive support."
Kevin Lenahan
Chief Technology Officer
ClearStar.net