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LivePerson Voice
Deliver a seamless connection between your website and voice channel
As more and more consumers and business customers look to the Web as their main source for evaluating products and vendors, enterprises need to optimize their
e-commerce sites to provide the same level of personalized service as offered by face-to-face meetings with a sales representative. Trust is critical, and a bond between the visitor and the site must be established.
For some visitors, that bond is best established via a phone call, while with younger demographics, it may develop from a live chat. Many others are best served by starting with one channel and escalating to another, particularly if the topic at hand is a complex product matter or customer service issue.
Offering multiple channels for communication enables large enterprises to engage with visitors in each visitor’s channel of choice. More importantly, the initial connection – initiated by the visitor by the very act of coming to the site – is never broken, even as he or she progresses from browsing to chatting to speaking with a company representative.
This level of accommodation is essential for enterprises seeking to turn Web visitors into loyal customers.
“A voice solution that is truly integrated with the online channel is long overdue. Consumers want immediate gratification and will be loyal to businesses that supply the most satisfying and meaningful service, both over the phone and online.”
Brian Bingham
Director
Global CRM & Customer Care BPO Research
IDC