LivePerson Voice

Deliver a seamless connection between your website and voice channel


Offer Multi-Channel
Contact Options

LivePerson integrates live chat and voice into one seamless solution. These channels can be leveraged to increase sales, average order values and first contact resolution through individualized attention.

The ability to escalate an online visitor to a higher level resource once specific criteria are met allows companies to:

  • Accommodate a customer’s preferred channel of communicating, or comply with regulatory requirements concerning methods of communication
  • Identify high-potential leads from a large pool of visitors and apply high-value sales resources to the most qualified
  • Support a large or distributed sales force with the ability to transfer visitors to a representative in a regional office before a lead gets cold (significant drop-off occurs with visitors request a callback)
  • Perform frontline customer care via “virtual” or outsourced chat agents, and escalate visitors requiring additional assistance to a live representative
  • Enhance customer triage and retention by reaching out to a customer early in the cancellation process, which greatly increases the visitor’s willingness to stay with the service

When visitors escalate between channels, all details of their previous interactions are forwarded to the agents who next engage with them, essentially giving the agents a ‘heads-up.’ Agents are positioned to address the visitors’ scenarios immediately, and visitors are spared the burden of 'starting over from the beginning.'

 

Spotlight

“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