LivePerson, Inc.
download a free trial
View the Flash Demo »
“With LiveCall, our customers can reach our trained customer service staff with a single click. Our customers are really impressed by how quickly their phone rings and pleasantly surprised that our agents can actually guide them through the collections on our website and help them complete online checkout forms.”

— Mike Geneles, CIO, EuropeModa.com


“As a Google Professional Services firm, being accessible to our clients across multiple communication channels is imperative. With LiveCall, we can share our marketing and technology expertise using this convenient click-to-talk service. It gives us full visibility into our customers' online sessions while we're on the phone with them, which is key. They no longer have to explain the web pages they're on and what they're seeing. We use LiveCall to deliver the high level of service that our customers have come to expect of us.”

— Dave Winslow,
President, EpikOne

Features & Benefits of LiveCall

Click to Talk Offers Superior Customer Experience

  • Seamless escalation from Web to voice
  • Co-browse and push relevant pages to visitor
  • Get visitor context prior to start of phone call so you know what to say right away
  • Encryption of all voice traffic means that you can rest assured knowing that all you conversations are secure
  • Scheduled Call Back — visitors can request a call back at a specific time

Immediate Gratification for Visitors

No waiting on hold or navigating menu options of toll free number

  • Automatic routing to appropriate department
  • Real-time queue placement indicators display accurate wait times online so visitors know exactly when to expect your call
  • Visitors can request a call back at a specific time

Administrative Features

  • Unified customer history — supplies all prior tickets and interactions, including phone logs, chat transcripts, e-mail inquiries and knowledgebase/FAQ visits
  • Seamless escalation between e-mail and chat to phone
  • Call tranfer between operators and departments using LiveCall

Comprehensive Reports & Call Analysis

  • Conversion tracking reports to view leads, sales and ROI of marketing initiatives
  • Missed Call Logging — for follow-up to hot leads who may have abandoned the call
  • Agent Productivity Reports

Global Business Opportunities

  • Extend market reach. Overseas customers can call without incurring international phone charges**
  • Agents can be located anywhere

Reduce Operational Expenses

  • Reduce overhead costs by deflecting calls from your 800 number
  • Get high-end telephone system and queue placement features without expensive hardware investments and maintenance fees

** Each seat license includes a generous supply of monthly click-to-talk interactions (1,000 units or approximately 1,000 minutes) to popular destinations. Click here for click-to-talk unit details.

 

LiveCall

Toll-Free
(1-800) Numbers

Legacy
Click-to-Call
Vendors

Peer-to-
Peer VoIP
Customer Experience Differentiators
Online interaction tools
Follows customers through their online session during phone calls. Enables you to view the same pages that customers are browsing to complete forms and checkout pages; and push URLs directly into their active browser.
X limited X
Seamless transition from Web to voice
Supplies the context and nature of customer inquiries before the phone conversation begins. End result: customers are thrilled with not having to repeat themselves and re-explain past issues
 X limited X
Agent status
Reassures customers that agents are available.
 X X
Online wait time display
Displays accurate wait times online informing customers exactly when to expect your call.
 X X X
No downloads, plug-ins, ActiveX controls X X
Business Advantages
Real-time monitoring
Enables you to monitor visitor online behavior; observe navigation paths; identify entry pages and abandonment points; and track activity patterns.
 X X X
Unified customer history
Provides a 360-degree of the customer with access to all prior tickets and interactions-chat, voice, email and FAQ visits-through a single operator console.
 limited limited X
Seamless escalation paths
Escalates customers smoothly-from chat to voice, email to voice or FAQ to voice-while supplying agents with insight into the exact nature and context of the inquiry.
 X limited X
VOIP Encryption
Ensures that all conversations with your visitors are secure.
 X X X
Reporting & Analysis
Conversion tracking
Gain deep insight into sales transactions completed and leads generated from online and phone channels. LiveCall's real-time conversion tracking reports deliver accurate ROI data on search engine campaigns such as Google Adwords.
 X X X
Missed call logs
Provides comprehensive information on missed or cancelled calls.
 limited
Agent performance
Reveals service queues, agent productivity, call activity and handle times.
optional X
Global Reach & Cost Benefits
International access
Allows overseas prospects and customers to speak with agents without incurring international long distance charges.
 limited limited
Fixed monthly cost
Allocated monthly expense remains stable and consistent from month to month without dramatic upswings based on higher usage.
 X X X