The LiveEngage News Blog
Providing an exceptional service to consumers across the full cycle of their customer journey is a fundamental goal for every brand. At LivePerson we recognise this and we’re always working to ensure you have all the top-of-the-line tools you need to supply that service and to create a meaningful connection with every consumer.
Many brands on LiveEngage use the engagement history to serve the important purpose of simply reviewing previous conversations for agent training or service audits.
But the engagement history tool in LiveEngage has evolved to allow brands to do so much more:
Agent Managers can gain insight about how their CCPs are interacting with consumers by analyzing previous conversations. However, seeing the chat history only provides part of the picture. The CCP has other tools at their disposal, which can influence the conversation, and which the transcript did not provide until now. To fully understand a conversation, you need to understand its context, and ensure that you have all of the information that the CCP had available to them.
The LiveEngage mobile messaging solution is designed to meet the growing needs of continuous, always-on, always connected communication between brands and consumers.
Mobile Messaging between consumers and brands
Consumers today are accustomed to messaging with friends and family. So, we’ve taken this communication method and built features on top of it that adjust to connection center operations and consumer expectations.
The basics: how consumers message with brands
One of the key challenges that we address almost every day while we work on LiveEngage is ensuring that engagements flow well, and there is nothing that gets in the way of a positive customer experience. This extends all the way from the moment when a CCP logs in, to the duration of a chat with a consumer. We recently took steps to improve both the configuration of engagement creatives, and the engagement chat box itself to make sure that engagements happen effortlessly.
Window On Mobile Web
Sections allow you to target visitors who are on a specific part of your website, even when the hierarchy of your URL is not segmented specifically for the part of your website that you would like to target.
With Sections, you can place a piece of code on your web page which identifies the fact that a consumer has arrived, even when the URL is not descriptive enough to work with.. Since website locations in LiveEngage are based (by default), on URLs, Sections will be valuable when: