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When a customer takes the effort to call a customer service number or click on a chat option or even visits your office or shop, what they are actually looking for is an answer to their query. Providing PDFs or giving a customer a ticket just does not cut it anymore. Customers want answers quickly and easily no matter which channel they choose—face to face, over the phone, via the company website, chat etc. Failing to resolve customer’s questions significantly increases the chance of losing them. Only a purpose built Customer Experience (CX) Knowledge Management application can deliver answers to customer service agents or customers directly through the channel they choose. If you do not have livepro you are probably sending your Agents or Customers to a document and expecting them to find the answer and that is not a good customer experience.
With an aim of providing the perfect answer to customers, livepro offers an easy to use and easy to manage purpose-built CX Knowledge Management system created with an API capable of delivering answers through the channel of the customers’ choice. “Within four weeks after our three day implementation clients have their knowledge in the system ready to reduce costs, increase customer satisfaction, improve staff engagement, provide in-depth analytics and insights and boost revenue,” says Brad Shaw, CEO of livepro.
As a CX Knowledge Management application, livepro has been designed to find the answer no matter where it is stored, delivering fast, most up to date answers.
With livepro, clients have achieved reductions in call times by up to 40 percent along with significant improvement in customer satisfaction while achieving outstanding compliance results. A testament to livepro’s platform is Australia’s leading medical indemnity insurance provider, Avant Mutual. The business did not have a centralized knowledge base that staff could draw on, to make sure they had the right answer. Not only did livepro enable Avant to consolidate its information into a single knowledge base, the ‘Compass’ feature also made it easy for operators to find precisely what they needed. With livepro in place, Avant saw major performance improvements including five percent and 13 percent increase in customer satisfaction and employee satisfaction respectively, decrease in wrap up time from 17 to 7 minutes and increase in first contact resolution. “Almost immediately, new inductees using livepro performed significantly better than experienced staff using our old system,” says Andrea Pepper Edwards, Change Specialist, Avant Mutual.
Over the course of time, the company has connected to Genesys PureCloud to proactively deliver answers to agents directly on their desktop agent. Similarly, livepro also connects easily to chatbots or virtual agents and client websites. The coming year will see further connections to other popular telephony systems and customer service related software to ensure livepro remains the single place to go for customer answers. With similar application linked integrations, the company is heading toward expanding its footprint into APAC and the U.S.