by Jessica Cody, Marketing Manager
On June 12-14, 2012, Creative Virtual USA participated as a sponsor at LivePerson’s Aspire Customer Summit for the second year in a row, exhibiting the V-Person™ (Virtual Agent) and LivePerson Live Chat integration for O2, a leading telecommunications company in the UK. The conference was a unique collaboration of eCommerce executives with a common goal in mind: mastering online customer engagement for the purpose of generating profit and driving down customer support costs.
Creative Virtual generated a satisfying response from their booth where they held demonstrations of the integration. “We partner with LivePerson to provide automated responses to those questions that can be answered without a real person,” explained Richard Simons, CEO of Creative Virtual USA.
As both technologies have matured in the past year into powerful components for online customer engagement, it has become apparent how well Virtual Agent technology and Live Chat work together as a combined solution.
Utilizes the Live Chat agent’s time more effectively, saving their skills for the more complex, unique questions, and allowing the intelligent Virtual Agent to handle the more easily answered, repeatedly asked questions. Using both solutions together provides the following benefits:
- The Virtual Agent is able to support the Live Chat agent by identifying sales-ready customers for escalation to Live Chat
- Dramatically reduces the company’s customer service costs by filtering out questions that do not require live assistance (recent clients have seen a reduction of up to 70% in Live Chat volume)
- Allows the conversation to continue within the same window, so there is no need for the user to deal with multiple windows opening or to go searching for additional support channels
- The user benefits from the intelligent Virtual Agent providing the live agent with a copy of the conversation that took place prior to escalation to Live Chat (so the user does not need to repeat themselves)
The event itself was heavily focused on topics such as gathering of meaningful customer insights, personalization of the customer experience and consistency for the customer across all channels (including web, mobile, social media, call center and voice). “The Internet has become the primary place to sell,” stated Robert LoCascio, Founder and CEO of LivePerson, at the conference.
As more and more people flock to the Internet to make purchases and seek support, online customer experience technologies, particularly Virtual Agent technology and Live Chat, must step up to the plate to ensure these customers are both highly engaged and satisfied.