More and more customers check the service level of companies before buying anything. The reliability of companies is paramount; customers want to rely on follow-up support. Help occasionally needs to be personal, but customers can easily find their way in automated solutions, as long as these are user-friendly and versatile. With the proper provisions, you can offer a balanced service model that gives your customers the help that best fits their question.

Roughly, 80-90% of all customer questions can readily be automated. The solutions Livecom offers enable your customers to quickly and simply provide answers to their questions, without a representative intervening. For all other questions, Livecom offers a sensitive system that puts customers through when for instance a virtual assistant or chatbot lacks the proper knowledge to give an answer. So there is always a next step for your customers; if necessary, they are helped by a representative, after all.

The results speak for themselves

Depending on the branch your company operates in and the way your customer service is currently set up, Livecom and other companies have jointly achieved results that speak for themselves:

• Increase in customer satisfaction of up to 15% (NPS, Net Promoter Score)
• Increase in First Contact Resolve of up to 25%
• Cost savings that may reach 80%

Livecom solutions

• Livecom offers different solutions, enabling you to receive all customer questions efficiently and effectively and route them along the right provisions and/or people:
• Virtual assistant or chatbot: Lets your customers phrase their questions in simple language. The virtual assistant starts a dialogue with customers or puts them through if necessary.
• Web self-service: Display answers to (frequently asked) questions with the help of a sophisticated filtering system. Customers can immediately see the fields you can offer help in, as well as relevant suggestions.
• Knowledge management. You are lost without a decent knowledge database. Livecom offers an extensive knowledge management system that uses a powerful lifecycle model, so you will always keep a grip on all available information. In this way, all data remain up to date.

  with one of our experts.

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