Aspire 2011 Citibank - Callout M

Aspire 2011 Citibank - Callout M

Leveraging Social Media to Improve Customer Service, Citibank

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LivePerson customer support software solutions enable you to build productive relationships with your customers by providing the answers they need, quickly and conveniently. Streamline your service operations to improve customer satisfaction even as you reduce costs and optimize service agent performance.

Help customers find answers in real-time

• Offer click-to-chat and/or click-to-call buttons on any service page
• Determine which visitors need help – and what level of support to route them to – using customer data and real-time observations of their behavior on your website
• Proactively invite visitors looking for answers on the website to click-to-chat or click-to-call
• Engage customers with desktop sharing and page-push during chat or phone sessions

Put an end to customer frustration

• Respond to service requests immediately
• Reduce wait times from inquiry to resolution
• Resolve 70% of service issues at first contact
• Never misplace a customer request – automatically create tickets for all incoming live chat, voice or email inquiries, and link all correspondence related to a customer or issue
• Track issue status and schedule follow-up action items to ensure customer satisfaction

Reduce contact center costs

• Deflect time-consuming inbound phone and email inquires to a more cost-effective channel
• Handle service requests at a lower cost per issue resolved than any competing alternative
• Significantly reduce cost per interaction
• Streamline service operations because the LivePerson customer support software is completely integrated with your website

Maximize agent productivity

• Match supply and demand to maximize the number of engagements and issues handled per labor hour
• Multi-task by handling multiple customers at once
• Reduce overhead of handling target call or email queues by 25%

Give customers choices

• Make it easy for customers to request service in the way they prefer and for you to keep track of their requests
• Leverage any combination of click-to-chat, click-to-call, page-push, desktop sharing, inbound call routing, email management, and self-service knowledgebase content

Creating productive customer connections. Right person. Right time. Right channel. 

LivePerson customer support software turns customer requests for service into cost- effective relationship-building opportunities.