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Desktop Sharing

CallOut C.1.37 - A - Personal, hands-on assistance in real time

CallOut C.1.37 - A - Personal, hands-on assistance in real time

Personal, Hands-on Assistance in Real Time

CallOut C.1.37 - B - Ticketprinting

“If we could see the page they were on, we could answer their questions so much faster."

- Beth Perry,
Manager of TicketPrinting.com Customer Service

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With LivePerson’s desktop sharing facilities, you can provide online visitors with hands-on assistance exactly when they need it. In real time, your agent can hop right onto the screen where the visitor is stuck – to point to the problem, demonstrate the correct use of an online input page, locate the right product or page, assist with a form/application, or even help the visitor complete a transaction.

The benefits of desktop sharing

Desktop sharing enhances user experience on your site and provides a host of other benefits, including:

  • Reduce handling time for your chats and calls
  • Increase first contact resolution rates
  • Increase conversions and reduce abandonment rates
  • Increase future self-service rates by demonstrating self-service solutions in a positive context
  • Create personal and memorable interactions with prospects and customers

CallOut C.1.37 - C - How It Works

CallOut C.1.37 - C - How It Works

How It Works

CallOut C.1.37 - D - Customer Success Story

Customer Success Story

"Live chat works in a way that ultimately benefits our customers. We deployed the technology on the Web pages where we know our customers tend to have questions. Our chat agents see the exact pages the visitors are on and the issues they’re encountering. That means visitors don’t need to explain where they are in the process. This insight speeds the time to resolution, a huge benefit for our time-strapped customers."

-Kathleen E. Echeverria,
Director of Support, Training & Development at PayCycle
 

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LivePerson desktop sharing is optimized for visitor experience and security. There are two modes to choose from:

  • View & Point – Visitors approve the agent’s view-only access to their desktop. Your agent can use a pointer to help guide the online visitor, but cannot click or select anything on the visitor's desktop.
  • Full Control – The visitor and your agent share fully interactive control over the visitor’s desktop.

In both modes, the visitor always remains in full control, and can disconnect the sharing/viewing at any time. LivePerson account administrators also have full control over the level of desktop sharing functionality/permissions available to each agent.

 

LivePerson desktop sharing capabilities are:

  • Java-enabled and 100% browser-based - does not require the visitor to download or install any additional software components
  • Fully cross-platform and cross-browser compatible - will work with any browser on any computer including Windows®, Mac OS® and Linux®
  • Compatible with complex web pages and technologies including AJAX, Adobe® Flash, Microsoft® .NET, etc.
  • Immediate - launches instantly as soon as visitor-approval is given, and because the technology works across all firewalls and pop-up blockers, it does not require any configuration to use

CallOut C.1.37 - E - Related features

CallOut C.1.37 - E - Related features

Campaign Viewer
Real-time Visitor Tracking

CallOut M - F.3.B - Tagline

CallOut M - F.3.B - Tagline

Creating meaningful customer connections.

 

Right person. Right time. Right channel.