For the design of conversations for our automated chat, almost any source can be of great value. We use all conceivable information for language recognition, understanding, reasoning and formulation. The information disclosed can be personal information, but also current and real-time system information, including information about products, services, procedures and status. This may come from a back-end system or simply from an Excel sheet provided by your organisation.
Follow real-time customer sentiment on your own web-based Dashboard. Gain insight into your visitors' needs based on graphs and statistical data. In addition, each individual conversation can be selected and analysed. Receive periodic reports of the key figures. This gives you a wealth of relevant information which you can use to identify important issues at an early stage and reveal where the improvement potential lies in your customer contact or in your processes.
Our chat solution works stand-alone and therefore suits any hosting scenario and appearance. In addition to hosting by Live Presence, our chat solution can also be effortlessly rolled out within enterprise networks. The Live Presence servers can run in different domains. For example: a Live Presence Gateway server runs in a DMZ domain that connects to the outside world, while the Chat Server runs in a shielded production domain. And a Dashboard server in a business domain that only employees can access.
Combining and using different information systems, live chat systems or CRM systems is no problem at all thanks to the flexible use of standard and custom plugins. We have extensive experience with open standards (SOAP, JSON, WDDX, ...) and closed protocols (Genesys Platform SDK, Inforay bus, ...).
Live Presence supports single-sign-on technology for access to customer data (standards such as OAuth2, SAML, JWT, OpenID, but also custom technologies). If your customer is logged in on a website or in an app, the information that is available about them can be used directly in the chat application. For example, think of contact history, policies, requests, orders, invoices or payments.
Our application is effortlessly capable of chatting multiple languages at the same time. You can also switch languages at any time during a chat. All without starting over. In designing the conversations, we work together with native writers. We also take into account both specific language characteristics and cultural aspects.
Conversations are designed by us in such a way that specific sensitive information is automatically encrypted. Protecting customer data is our top priority. Customer data is in safe hands and by design complies with the GDPR
We have developed our technology completely stand-alone. A chat solution runs directly on the operating system and does not rely on third-party software such as middleware, .NET or Java. This guarantees maximum compatibility and performance. Our technology is also compatible with virtualisation solutions such as VMware.
During a chat, you can seamlessly switch to another channel. The channels that are offered depend on, among other things, the subject, the time of day and the current availability of a contact centre agent.
The chat conversation takes place in your webpage or app. The design and tone of voice correspond to your house style. This makes it a seamless part of your online presence and a defining part of the customer journey.
Disruptions in service or ad hoc situations are annoying for customers. In addition, disruptions cause unexpected peaks in the contact centre. A quick and adequate response to this is very important to satisfy customers and to reduce costs due to sudden pressure on the contact centre. We have developed a facility with which authorised employees of your company can adjust the conversations themselves in the event of a malfunction or other ad hoc situation. Without the intervention of a Live Presence employee and without loss of time.
Whether it concerns composing an email, requesting personal data or filling in a form, we have various best-practices which increase conversions and prevent repeat traffic.
We have experience with various contact centre solutions. Links are available by default. For example, for Genesys and Salesforce. This makes chat an integral part of the customer contact strategy, whereby various other channels are offered from the chat (based on real-time availability) and where data is written on the existing customer cards.