LivePerson Inc. (LPSN), the market leader in live customer support solutions, boasting of the most rock solid and feature packed hosted solution has recently launched Live Call feature that enables a website visitor to request a call back with a click of a button.
Interestingly, Live Call seamlessly integrates into the existing agent interface of LivePerson Contact Center, the customer support tool that supports Knowledgebase, E-Mail and Live chat. This latest addition enables a Live Person contact center customer to call back visitors right from within Live Person without having the visitor to hold on the phone waiting for an operator.
Live Call has most customer support critical features, and we list out some of the most important ones here with the benefits they offer:
1. Seamless integration with existing Live Chat, E-Mail and Knowledgebase: Every single customer support instance, whether it is a live call, e-mail or chat is assigned a ticket number and is an example of true integration of all customer support channels. Benefit: Its easier for SMB and Enterprise users to effectively integrate all channels of customer support, thereby increasing customer satisfaction and increase productivity.
2. Voice calls are queued and routed similar to chat calls: Agents with specific abilities can be assigned to take voice or chat calls or both. Voice calls are automatically queued and transferred to the next available agent. The visitor in the mean time can track the approximate time in which he can expect a call from the agent. Benefit: Call Centers save on toll free bills. Visitors are not sitting on the phone waiting for an operator to answer as they know in how much time they will be expecting a call.
3. Live Call is easy to deploy: As a hosted solution, it takes minutes to deploy the Live Person Contact Center. The agent interface is similar to the existing live chat client with an additional dial pad. The agent can set the status ON/OFF individually for both Live Chat and Live Call. Incoming calls are easily identified as chat or voice calls with explicit information. Benefit: Minimal agent training is required.