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LivePerson Enterprise for Service
Drive cost efficiencies in the contact center with proactive engagement
For today's consumers, the Web is quickly becoming the channel of choice for receiving customer care. Whether they need to check bank balances, manage phone service, upgrade a cable package, or inquire about frequently flyer miles accumulation, people expect to find the information they need upon visiting their provider's websites.
The consumer's preference for doing business on the Web is clearly beneficial to contact centers, as the channel offers unparalleled opportunities to drive cost and service efficiencies. Moreover, self-help tools enable the contact center to focus resources on individual problem resolution, rather than answering routine questions.
At the same time, the Web represents new challenges for the enterprise. To begin, consumer expectations for the channel are rising. It's no longer enough to check a credit card balance online; consumers want questions about specific transactions answered through the channel. And as customers increasingly flock to the Web, enterprises need an automated way to assess who - of thousands of visitors on their site at any given time - will need personalized assistance in order to ensure retention.
To satisfy the customer's preference for doing business on the Web - and to drive even more cost and service efficiencies - enterprises need to enhance their self-help tools so that customers may seamlessly escalate to a live company representative from their Web session. They also need tools that enable them to identify visitors at risk and target them for personalized assistance from a customer care representative.
Finally, by deflecting a greater number of customer care interactions away from the costly phone channel and into the more efficient chat channel, contact centers can concentration resources on the kind of one-off problem resolution that makes or breaks the loyalty of customers.
“We viewed proactive service as a natural extension of both our existing 'click-to-chat' implementation and our commitment to improving customer service”
Mike Murphy
Senior Manager, Call Center Innovation at Earthlink
Read the Case Study »
Can Your Contact Center Afford Not to Be Proactive about Chat? Presented by John Ragsdale, Vice President of Research, SSPA and Dave Flammia, Director, Proactive Service Solutions, LivePerson