Better customer care at a lower cost
LivePerson enables midsize businesses to deliver higher service levels at lower costs. Using a combination of sophisticated targeting, intelligent business rules and skills-based routing, contact centers are able to proactively deflect issues, typically resulting in calls or emails, to the more cost-effective live chat channel.
Real-time intelligent engagement maximizes agent productivity:
- Agents assist multiple customers simultaneously, reducing wait times and increasing the number of issues handled per hour.
- Only those visitors most likely to benefit from an engagement, e.g., visitors exhibiting frustrated behavior with a self-help tool, are targeted for engagement.
- Increased opportunity for first contact resolution, unlike email, which delivers only 40 percent first contact resolution, with the majority of issues requiring multiple follow-up correspondences.
And as a hosted solution, LivePerson Premier is flexible and easily adapted to support the needs of growing service centers. Plus, there's no need to hire and train dedicated IT resources to implement and manage the program.
