For the latest in online customer service, LiveLOOK introduces LiveLOOK Assistant, the first product to show a pop-up screen that proactively asks an online customer if they would like to “click-to-show” their screen to a live support contact center agent. When customers are having trouble on your company's web site, a pop-up window from LiveLOOK Assistant automatically asks “Do you need assistance?” A 'yes' response allows your rep to instantly co browse and view your customer's screen in real time, thereby providing the best live help customer service possible!
LiveLOOK Assistant enables your reps to establish more personal relationships with their customers by co browsing with them to help make educated buying decisions, allowing the customers to still feel in control throughout the process. This product also lowers your cost of sales and support, because call times are shortened significantly when reps can see customers' screens to assist in the buying decisions or troubleshoot problems, instead of merely talking about them.
- Proactive co browsing
- Pop-up appears when needed most
- Provides instant live support
- Helps manage key customers
- Higher sales conversion rates
- Shorter call handling times
- Greater 1st call resolution
- Increased self-service in the future
To activate LiveLOOK Assistant live help, just add a few lines of HTML code to a company's web site. The pop-up can also be modified to meet any branding needs.
The best time to present a proactive “click-to-show” Co Browsing capability is when the:
- transaction is data-driven and complex
- customer's lifetime value is high or the transaction value is high
- customer is near the decision point in the buying process
When deployed in conjunction with a virtual phone service to ring multiple sales or service people simultaneously or sequentially, your company can project the image of a much larger company. Additionally, the presentation of the “click-to-show” co browsing capability is controlled by time-of-day and day-of-week. When agents are off-line, a static “offline” button can be presented on the website.
Your reps can see a customer's screen in just a few seconds because LiveLOOK Assistant runs totally in the web browser – so there's no need to download software or bypass firewalls & security systems. Sessions are encrypted end-to-end, running on ports 80 and 443.
“"They [Retail CIOs] should also consider the value of co browsing between advisors and consumers who are too busy to actually come to the store by using technologies like LiveLOOK."”
Forrester Research, Inc.,"Retail CIOs: Prepare for Retail 2020" (August 2009)
“" LiveLOOK Assistant provides inside sales teams and contact center reps a Sales 2.0 level of sophistication in proactively handling inbound sales prospects. Because pop-ups appear on the customer's screen when he or she may be having trouble navigating a company web site or placing an order, it gives companies service flexibility and substantially increased closing rates, while reducing customer abandonment. LiveLOOK Co Browsing enables innovative Sales 2.0 practices that make selling more effective and efficient for both the seller and the buyer."”
Anneke Seley, Co-Author of Sales 2.0, Founder/CEO Phone Works, a professional services company that has helped 350 clients design and implement successful sales strategies.
