Industry Expertise | Customer Care
Simplify the Shift from Customer Service to Customer Experience
Customer experience is the key differentiator for your business in today’s marketplace. By equipping agents, supervisors, and high-level decision-makers with powerful tools and insight, and unifying all conversations in one place, LiveVox empowers businesses to meet the ever-changing expectations of their customers. That means meeting them on their channel of choice and providing a great experience at every touchpoint in their journey.
Case Study
Improving Customer Experience
Find out how a large furniture retailer decreased average handle times by 20%.
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Make service resolutions convenient for customers
Convenience is king when it comes to exceeding customer expectations. We help you give customers the option to engage on digital channels including SMS, Email, and Webchat while maintaining a full interaction history that reduces handle time.
For customers who prefer to call in, LiveVox has a number of inbound Voice capabilities that increase convenience such as:
- Self-service IVR
- Dynamic call routing
- Queue status notifications
- Scheduled call back
- Shift to SMS or Email options.
Learn more about our Inbound Voice solutions.
Deliver superior customer service with integrated ticketing
LiveVox equips agents with the insight and tools to manage customer service tickets across an omnichannel environment. Our Integrated Ticketing solution is embedded directly into the agent desktop which is also enriched with key customer account information and omnichannel interaction history.
With this unified view, agents can quickly continue the conversation with the customer about their support requests across any channel. Learn more about our Integrated Ticketing solution.
An easier way to drive better experiences
Ensuring your engagement strategies satisfy customer expectations at every touchpoint is complex as customers move across different agent groups. Our WFO solution simplifies how you create value by providing a 360-degree view of your operations and with centralized quality management and monitoring tools such as:
- Business Intelligence (BI) and performance analytics
- Call and screen recording
- Agent scheduling
- Coaching and eLearning
- CSAT
- Agent scorecards
- Speech analytics.
Our WFO solution can enhance existing processes and gives decision-makers the time and information they need to ensure a unified customer experience.
Why Choose LiveVox?
Better Customer Experience
Agents engage via configurable workflows in tailored desktops with the enrichment of key consumer profile and interaction history to provide superior customer experiences.
One Unified Platform
All LiveVox capabilities are accessed via a single, secure, cloud-based platform, allowing for a seamless experience for agents, supervisors, and decision-makers.
Easy Integration
Supplement rather than replace your existing systems of record and CRMs via our open APIs so agents get up and running quickly.
Reduced Total Cost of Ownership
Drive performance and stay on top of security requirements while also reducing operational and capital expenditures.
Mitigate Risk
Comprehensive compliance controls including consent and revocation management as well as CTIA, TCPA, and CAN-SPAM regulations.
Customer Channels of Choice
Engage with customers in the places they want to be including Voice, Email, SMS, and Web Chat and unite all conversations.
