More Than Human
Live chat has become a very useful customer satisfaction tool, particularly when businesses must continually compete for a share of the digital dollar. With one click, a customer can have questions answered via interactive dialog with a helpful service agent. However, unless the chat function is monitored 24/7, you'll need some electronic components to satisfy customers around the clock.
LivePerson Exchange, a new product from LivePerson, provides a total customer relationship management solution by incorporating live chat with e-mail, FAQ and document management tools, allowing customers to find information quickly — whether your chat operators are on duty or not.
The chat function takes conversation a step further with customizable options that allow for automatic and timed, context sensitive invitations and offers, such as discounts during idle times or special promotions. LivePerson Exchange builds on the platforms of previous releases, LivePerson Pro and LivePerson Corporate, with features that include: canned responses; custom variables; SSL encryption; chat transcripts and caller history data storage; surveys and reporting; and chat and site monitoring capability.
The e-mail component routes incoming e-mail to the appropriate department via the secure, closed-loop customer center. Standardized or automated responses can be sent, as well as individualized messages.
Customer self-service is facilitated with a searchable FAQ and document library, allowing users to not only get answers to questions, but also download and view brochures, product manuals, catalogs and sales literature.
The costs associated with LivePerson Exchange implementation are specifically priced to suit the individual needs of your company. Fees begin at $5,000 per month for up to five concurrent operators plus additional set up and professional services charges. If Exchange is priced out of your budget, you may want to consider LivePerson Pro at $89.50 per month for each concurrent operator or LivePerson Corporate, which costs $350 per month for each concurrent operator.
Reprinted from ECommerce Guide.
Robyn Greenspan, an independent researcher and speaker, is interested in innovation, market trends and information technology. She was a participant in the AI Summit and also took part in the IEEE International Conference on Edge Computing, International SOA Symposium series and the International Cloud Symposium series. She graduated from Temple University. She was previously the communications and research manager for the AMS, an internationally recognized professional association that advances knowledge in the IT and business management areas.
