Little more than digital calling cards in the past, today’s websites reflect the essence of companies. You use your website to achieve your goals, attract new customers and retain existing customers. A positive customer experience is top priority, especially in these challenging economic times. Superior online customer service can increase your sales conversion rate,strengthen customer confidence in your company and lower your total
service costs.

The Livecom Chatbot is a lifelike virtual customer service representative that offers help and answers to website visitors in a unique, interactiveand personal manner. Customerscan chat with your virtual assistant through your website or a messenger 24 hours a day, 7 days a week. This assistant behaves exactly like a flesh and blood company employee; he or she answers customer questions,processes data and resolves problems. The Livecom Chatbot provides first line support so that your ‘real’ customer service representatives can concentrate on more complex issues.
Save time and money
Every call centre agent knows that some questions pop up more often than others. This phenomenon falls under the eighty/twenty rule: a small number of questions constitute the majority of the total volume. So why have an expensive call centre agent answer the same simple questions over and over again? Why endure long queues when only 20% of customers require the assistance of a ‘real’ agent? The Livecom Chatbot lowers your operational service costs, shortens queues and improves customer experience - all in one blow.

Faster and better customer service
The Livecom Chatbot can be fully operational and ready to use on your website in only a few days’ time. All that is required of you is to inform your virtual assistant of the most important details regarding your company, such as services and products. The Livecom Chatbot can then immediately assist your online visitors and perform the most common tasks, thereby reducing the work pressure on your staff. Immediately after installation your virtual assistant can:

• Greet your online visitors
• Formulate answers to frequently asked questions
• Guide your visitors to a demo
• Conduct straightforward surveys
• Refer visitors to ‘real’ representatives (if necessary)

If you already have a central knowledge base and/or other communication channel from Livecom 6G, these can be linked to the Livecom Chatbot, thereby enabling you to create a fully integrated service solution and ensuring consistent communication to your customers.

Virtual conversation, real results
In shops, a courteous and sympathetic employee is a valuable asset. Online visitors also find it more pleasant to speak to an employee than to type words into a search box. Whether that employee is ‘real’ or not is irrelevant. A virtual assistant can represent a real-life personality and, as such, offers both existing and potential customers the necessary support. The Livecom Chatbot inspires confidence, is helpful, demonstrates loyalty and can even be amusing. Customers who communicate with virtual assistants are no different than television viewers in that they tend to experience what they see on the screen as ‘real’. To enhance your brand and image even further, you can have the entire design, graphic appearance, tone of voice and personality of your virtual assistant reflect your company’s specific message and style. As a result, the Livecom Chatbot projects a consistent image of your company to customers and helps you to easily and seamlessly integrate your brand and identity with your communication efforts.

Good service, good reputation
Customers are free to visit any website they desire. But if you want them to buy from you, rather than from a competitor, you need to satisfy them at the exact moment they show interest. Consumers are continuously looking for information at all times of day (and night!). They do not want to struggle with a search engine and they do not want to wait for an e-mail with an answer to a simple question. Your virtual assistant can offer your customers the certainty that they will get what they want, when they want it, and in an easily accessible, interactive format. The Livecom Chatbot conveys the following: “The customer has no reason to be concerned since the problem can most likely be resolved immediately. If not, a representative can be summoned who can help.” Your virtual assistant understands when his or her answers are insufficient and refers the user to a flesh and blood agent, either immediately through the chat programme or, if no live agents are available, by e-mail. Customers will be grateful for the excellent service associated with your name.

Customers will come back for more
Some companies believe they can build a relationship with customers by analysing their click pattern. But, if you really want to find out what is important to your customers, ask them. But do not expect them to complete a questionnaire. Instead, ask them questions by means of a natural conversation. If a customer gives your virtual assistant a compliment -which occurs regularly with the Livecom Chatbot- that sign of appreciation can be rewarded with, for example, a word of thanks or a personal question. The Livecom Chatbot remembers the visits of your individual customers and behaves in keeping with earlier conversations. Since your virtual assistant can only speak to customers who agree to participate in the conversation, their privacy is guaranteed. The Livecom Chatbot contains a reporting tool that provides you with insight into the thinking patterns of your customers and helps them use the website in better keeping with their needs. Authorised employees can follow the conversations of the virtual assistant live using the 6G Agent Workstation. And, if you also purchase the Livecom Web-Chat module, your ‘real’ employees can provide information from the chat conversations to the Livecom Chatbot. Detailed reports providereal-time access to all customer dialogues,information that can help you enhance the customer focus of both your website and your company.