Call DeflectionReduce costs and improve CX with conversation shifting
Complement your contact center with messaging to reduce costs and increase satisfaction. Instead of the higher costs, missed customer calls, or long wait times common with voice, use LivePerson’s conversation shifting as a call deflection solution: Give inbound calls the option to “press 1 to start a messaging conversation.”
Get a demoOffer the cost-effective option to communicate in their channel of choice
Conversation shifting gives consumers calling customer service the ability to instantly transfer from voice calls to messaging conversations on digital channels like SMS, WhatsApp, Apple Messages for Business, or your own mobile app. The caller simply selects an option in the interactive voice response (IVR) system. Not only does this add convenience for a better customer experience, it helps lower costs and increase customer service agent efficiency.
Scale and facilitate customer interactions with LivePerson’s automation solutions
As conversation shifting moves more inbound calls to messaging channels, the opportunity to resolve customer inquiries cheaper, faster, and with greater customer satisfaction is achievable through automation.
You don’t need to hire an army of human customer service agents for these more self-service channels. LivePerson’s automation solutions will help you identify and understand the most valuable consumer intents and how well you’re fulfilling them. Let us help you build AI-powered chatbots that work together with your customer service team to answer questions, resolve issues, drive sales, and build brand loyalty.
People want to message, call deflection strategies with conversation shifting makes it easy
Reduce high call volume, increase cost savings
One agent can only handle one phone call at a time. Messaging offers far greater concurrency at a lower agent cost vs. phone calls. With IVR deflection to an asynchronous messaging channel, your teams can assist more sales and service customers than ever with up to 20% savings.
Boost agent efficiency, reduce turnover
Moving callers from traditional IVR systems to a messaging channel where they can get more immediate help has led to greater efficiency for customer service agents. Case in point: Bankwest increased agent concurrency by 3x. Plus, with bots to scale and support tasks, agents are happier, reducing attrition by 5%.
See 5 – 15% CSAT / NPS increase
By moving customer queries to messaging, brands deliver high-quality, fast, and more personalized customer service at the consumer’s convenience. LivePerson has seen this improve customer satisfaction, revenue, and operational efficiency.
Achieve fast time to value
Brands can see ROI within a matter of weeks (not months) with this IVR deflection solution, resulting in greater agent efficiency, contact center savings, and happier customers.
Accelerate ROI in more ways
