LivePerson Enterprise for Service

Drive cost efficiencies in the contact center with proactive engagement

LivePerson Enterprise for Service is a third-generation engagement solution developed to drive cost efficiencies in the contact center by identifying customers who are struggling with their self-help experience, and proactively connecting them to a live customer care specialist.

This comprehensive multi-channel solution blends a proven value-based methodology with an active rules-based engagement engine and deep domain expertise to increase first contact resolution, improve customer satisfaction and reduce attrition rates.

  • Foster long-term customer loyalty and satisfaction: LivePerson Enterprise promotes customer-centricity, a critical driver of customer satisfaction and retention in today's competitive environment. LivePerson's ability to deliver online personalized assistance to the right visitor at the right time ensures customer satisfaction and cements loyalty. In fact, LivePerson customers have realized customer satisfaction rates of greater than 80 percent.

  • Reduce service costs through efficiency: Shifting service requests from telephone to highly cost-effective online channels increases the number of agent interactions per labor hour by more than 20 percent, significantly reducing the average cost per interaction.

    Savings stem from concurrency: chat agents can handle three to four concurrent chats using LivePerson, versus one per phone call, greatly boosting their efficiency rates.

  • Quickly connect visitors with the right service representatives: Collecting pre-chat data enables contact centers to route visitors to agents who have the right skill set to resolve their issues. All customer identification information collected in the survey is passed to the agent automatically, reducing the time to issue resolution.

  • Enhance self-help tools by providing an option to chat: Enhance online self-help tools by providing easy escalation paths to a live representative. Using business rules, enterprises can proactively target customers who search on critical issue areas and invite them to chat or speak with a service representative who can help them resolve their issue immediately.

 

Spotlight

“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
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Webinar

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

View the replay »