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LivePerson Enterprise for Service
Drive cost efficiencies in the contact center with proactive engagement
Key Features
Dynamic Chat: Place chat buttons on sections of the website where emails and costly calls to the contact center are targeted for deflection, giving the customer a choice of engaging immediately with a live chat agent, versus waiting for an email response or being placed on-hold in a phone queue. For instance, include a click-to-chat button on the "Contact Us" or FAQ pages, or even on specific knowledge base articles targeting problem types that typically have high contact rates. The chat button is visible only when agents are available to chat, ensuring that help is offered solely when it can be delivered quickly and efficiently.
Proactive Chat: Target specific behaviors that indicate when customers are struggling to complete their transactions online, such as visitors encountering username or password errors when attempting to log into authenticated self-help websites, or clicking through multiple FAQ articles in a short period of time. The proactive engagement of a live chat agent increases the opportunity for first contact resolution, unlike email, which delivers only a 40 percent first contact resolution, with the majority of issues requiring multiple follow-up correspondences.
Proactive Voice: Target valued customers for a 'white glove' experience. For instance, provide click-to-talk invitations to customers who are identified as 'platinum' level, allowing them instant access to top agents for any potential need or question.
Or, proactively engage customers who indicate their intent to cancel their accounts, giving specialized agents the opportunity to win back the business.
Rules-Based Engagement Engine: The LivePerson rules engine enables customer support organizations to target specific behaviors that typically result in a poor customer experience, and proactively connects them to an agent at the moment of need. Customize invitations to the issue area being addressed to assure visitors that they will receive the assistance they need. The rules engine continuously monitors visitors throughout their web sessions using active, server-based rules, ensuring that targeted issues receive the attention they deserve.
Predictive Dialer: Automatically evaluate agent availability and send invitations only when agents have capacity to interact with visitors. By coordinating invitations with agent availability, contact centers can lower wait times and improve productivity by maintaining high agent utilization.
Comprehensive Reporting: Gain valuable insight into customer care issues with informative, real-time reports on abandonment points, invitation acceptance rates and rules effectiveness. Use exit survey data to associate dissatisfied customers with the reasons that drive their unhappiness to implement change processes that will improve the overall customer experience.
“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 »
Hear Forrester present their findings on the true costs and benefits of adopting an interactive chat strategy with LivePerson.