Sabio, the Contact Centre Specialist Transforming Customer Contact
Leeds City Council is building on the success of its best practice customer contact centre with the addition of powerful web chat capabilities.
Sabio, the customer contact technology specialist, has announced a UK partnership with LivePerson to add its powerful LiveEngage real-time engagement and online/mobile chat offerings to Sabio's portfolio of best practice customer contact technology solutions.
Encouraging a seamless transition between self-service and live agent interactions
While livechat is widely recognised as one of the fastest-growing digital customer service solutions, it's important that you present the service as part of a coherent and integrated customer engagement experience.
With people communicating more than ever via social media, e-mail, chat and apps, and with the continued shift towards digital customer engagement, it's perhaps not unreasonable that some commentators might question the role that the traditional telephony or voice channel will play amidst all this rapid change.
Beagle Street, the BGL Group's online life insurance provider, has gone live with a web chat solution from Sabio to further optimise their digital customer experience. Sabio has deployed web chat technology from LivePerson to make a live chat service available to those Beagle Street customers who need additional support to help them complete their online interactions.
Providing the feedback needed to measure livechat effectiveness
Today’s ‘messaging economy’, encouraging customers to send and receive information at their convenience, is all about giving consumers more choice. However with so many messaging channels available, it’s all too easy for service providers to get the balance wrong.
Last week I looked at the five infrastructure technology trends that at Sabio we believe will help drive successful
I had the pleasure of co-hosting a webinar last week alongside the Editor of CallCentreHelper – Jonty Pearce, and Paul Weald of Deloitte Consulting's UK Customer Management team.
Before pursuing a proactive contact strategy, it's important for organisations to address why they're really doing it.
Helping organisations to optimise the performance of their critical digital engagement channels
Sabio is focused on delivering exceptional customer contact strategies, so LivePerson – with its ability to put rich mobile, social and messaging technologies at the forefront of digital commerce and service strategies – is a logical addition to Sabio’s portfolio of best-of-breed customer engagement technology solutions.
While a recent Autonomous Customer survey found that phone calls were still the most common way for customers to connect with organisations,
Consultants at customer service technology specialist Sabio have identified eight key factors that can help organisations engage more effectively through their webchat deployments. Webchat is now one of the fastest-growing digital customer service channels, with 37% of customers now regularly using webchat – a higher proportion than channels such as Facebook or Twitter.
It’s important for contact centre teams to recognise that their omnichannel strategy isn’t something that should be relinquished to their Digital or Marketing teams – particularly as a large proportion of digital interactions still end up in the contact centre for resolution.
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