LivePerson Contact Center
Make it easy for your customers to contact you … and for your contact center to keep track of their inquiries
There’s no better way to earn customer loyalty than to provide them with superior service when addressing their questions.
To do that, you need to:
1. Make it easy for visitors to reach you, and
2. Keep track of all of their interactions with your company.
LivePerson Contact Center helps you do both.
Multiple Channels for Reaching You
With LivePerson Contact Center, your customers have multiple methods for getting the answers they need quickly and easily, including:
Live Chat
Email
Click-to-Talk (LiveCall)
Knowledgebase/FAQ (for
immediate answers to common questions)
All channels are fully integrated. LivePerson Contact Center provides advanced management tools to ensure your customers receive timely and accurate responses to their inquiries.
Tracking Customer Interactions
Liveperson Contact Center’s built-in ticket system will:
- Store all communications related to a customer or issue
- Track issue status to ensure it’s followed up
- Schedule follow-up action items for agents
- Hand-off or escalate issues seamlessly
This means your customers experience one, unified response to their inquiry, regardless of how they contacted you (phone, email or chat), or how many agents on your end were involved in the resolution.
Benefits
- Multiple methods for visitors to get the information they need immediately – your customers choose their preferred method for receiving help
- Improves agent productivity by letting them “see” where visitors are on your site, and receive the complete history of issues
- Increases conversion rates by providing a live person to answer questions, cross-sell and upsell orders
Sample Applications
Increase Revenue |
Scenario
1. Visitor discovers a desired product is out of stock.
2. Visitor clicks chat; asks agent when item will be available.
3. Agent responds that it will take 24 hours to get response from supplier.
|
» |
Action
1. LivePerson Contact Center captures chat; sends reminder to agent to follow-up with customer the next day.
2. Agent e-mails customer.
|
» |
Results
Upon receiving e-mail, customer places order.
|
Improve Customer Service |
Scenario
1. Customer has trouble installing software purchased.
2. Looks through FAQ, but can’t find answer.
3. Customer sends e-mail asking for help.
|
» |
Action
1. LivePerson Contact Center opens a ticket. Includes e-mail request and FAQ searched.
2. Ticket is routed to appropriate agent. Answer created using a template, and sent to customer.
3. Customer uses chat to request additional information.
4. Chat agent receives original e-mail, FAQ, and the first response. Answers customer’s question in real-time.
|
» |
Results
Support Agents have complete history of customer’s interactions.
Based on issue, agents know to modify FAQ to include new information.
|
Questions on Implementing LivePerson Contact Center?
LivePerson Contact Center is easy to implement and user-friendly, even for non-technical people.
But if you ever do need assistance, we’re here to answer your questions 24x7, 365 days a year » Get
live help from a consultant now!
