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CallOut C.9.16 - A - Reduce your customer service costs while improving satisfaction rates.

Reduce your customer service costs while improving satisfaction rates. We can help you optimize the collect/pay and support/resolve lifecycle stages.

LivePerson Global Professional Services will assist you in reducing the cost of servicing customers and in creating more satisfied customers at the same time. Make your lower-cost channels the destination of choice for your customers with service questions and issues.

CallOut C.9.16 - C - Ask yourself...

Ask yourself…

Are my agents doing everything they can to achieve first contact resolution?
What am I doing to lower my average handle time while maintaining or improving my results?
What am I doing to make my lower-cost channels more effective at achieving resolution and customer satisfaction than higher-cost channels?

CallOut C.9.16 - D - Key strategies and initiatives

Key strategies and initiatives

Reduce volume of service transactions through contact deflection
Reduce cost of service transactions
Increase leverage from service interactions

CallOut C.9.16 - E - Brand ambassadors implementation package

Packages

Decreasing Cost of Servicing Customers Implementation Package

Diagnostic of service processes across the connected customer
Code and rules to identify behavior – right customer, right time, right channel
Targeted content
Conversion variables for accurate measurement of first contact resolution
Launch testing assistance
LivePerson product and e-skills training for managers and agents

Decreasing Cost of Servicing Customers Management Package

Optimization and results review meetings with your personal business consultant expert
Rules analysis to ensure you are targeting and segmenting customers for maximum impact
Staffing reviews to ensure you are adequately staffed to meet your opportunity
Recommendations for leveraging lower cost channels and content, while prioritizing opportunities
Agent stack ranking analysis to assist in coaching and agent development
Data mining of chat transcripts to assess and improve service systems and agent performance
Integration recommendations with CRM and back end systems to increase visibility to customer data in real time for lower handle times and informed resolution