Company Demonstrates How Customer Service Technology Can Increase Revenue
and Customer Loyalty Across Multiple Channels
Redwood City, Calif. — June 3, 2013 — LiveOps, Inc., the global leader in
cloud contact center and customer service solutions, is participating in the
world’s largest e-commerce conference, the 9th annual Internet Retailer
Conference and Exhibition (IRCE), this week in Chicago June 4 – 7. LiveOps
will demonstrate how e-commerce brands can leverage cloud technology and a
community of 20,000, U.S.-based, independent contractor agent workforce to
monetize customer interactions on any channel: voice, email, chat, social
and mobile.
“This year’s conference theme is ‘Breaking Barriers Toward a New Retail
Economy.’ With our cloud platform and agent services, LiveOps is doing just
that by enabling internet retailers to pivot from e-commerce to multichannel
commerce. With the number of smart phone users worldwide exceeding one
billion and 67 percent of adults using social media today, the new retail
economy is about monetizing customer interactions on every channel and every
media, ” said Marty Beard, President and CEO, LiveOps. “Today’s consumers
are using channels such as voice, chat, email and SMS as often as they are
using the shopping cart to complete e-commerce transactions. This is where
LiveOps comes in. LiveOps’ rich portfolio of cloud-based customer service
technologies and services enable brands to create more monetization
opportunities by taking advantage of the growth in social, mobile and
multichannel interactions with consumers.”
Top retailers, such as Ideal Living, Tristar Products, Telebrands, and the
top vacation-rental-by-owner site, have already successfully used LiveOps
Applications and Agent Services to accelerate revenue growth, improve
customer experience and stay ahead of the competition. These brands are
leveraging WebToPhone to increase upsell opportunities, SMS mobile
marketing to encourage repeat business, LiveOps Agent Services to provide a
personal customer service experience, and LiveOps Engage, to better serve
and sell to today’s multichannel, social and mobile customers.
At IRCE, visitors to the LiveOps Booth #212 will learn about:
WebToPhone – the industry’s first, agent services application designed
specifically for e-commerce brands to monetize post-transaction confirmation
pages.
• Generate a $50-$300 CPM on post transaction display advertisements–that’s
five to 10 times the industry average
• Use live agent services for up-sell and drive higher sales conversion and
revenue–current WebToPhone customers, such as Tristar Products and one of
the top three online travel sites, can average web-to-call conversion rates
of 20 percent
• Get paid on a CPM or cost per call model, whichever works best for your
business
LiveOps Engage – the industry’s first single, integrated, multichannel
desktop, built with both the agent experience and the customer experience in
mind. Eighty-nine percent of consumers believe it is important to be able to
communicate with brands on any channel and still receive the quality and
efficiency of response. LiveOps Engage is a browser-based cloud application
that’s available at no additional cost to LiveOps Platform customers.
• Increases agent productivity and improves customer experience across all
channels on a single screen: phone, email, live chat, SMS, Twitter, and
Facebook
• Takes less time and fewer clicks required to complete the most common
functions, as everything is contained in a single, integrated agent desktop
• Results in a possible 50 percent increase in agent productivity and first
contact resolution
LiveOps Agent Services – LiveOps’ community of 20,000 U.S.-based,
independent contractor agents handle more than 70 million interactions per
year utilizing LiveOps’ cloud platform. In fact, consumers prefer live
services channel primarily because of the perceived immediacy to have issues
resolved.
• Earn up to 33 percent more revenue per campaign
• Work with experienced agents–85 percent of LiveOps’ community of
independent contractor agents has direct sales experience
• Answer more than 98.5% of leads
• Achieve order values 15 to 34 percent higher than industry average
Confirm Your Personal Appointment at LiveOps Booth #212
To confirm your personal appointment for a live, guided demonstration of
LiveOps Applications and Services is available online now and throughout
the duration of IRCE at:
http://cloud.liveops.com/IRCE
About LiveOps, Inc.
LiveOps is the global leader in cloud contact center and customer service
solutions. More than 300 companies around the world,
including Salesforce.com, Symantec, Royal Mail Group, Ideal Living, and
Amway New Zealand trust LiveOps’ technology to enable effective
multichannel, social and mobile interactions with their customers. LiveOps’
award-winning platform has processed more than 1 Billion minutes of customer
interactions and managed operations for the largest US-based cloud contact
center of 20,000 home-based, independent agents. With 10+ years of cloud
experience LiveOps is the partner of choice for companies wanting to migrate
to the cloud. Headquartered in Redwood City, California with European
regional headquarters in London, UK, LiveOps supports a wide range of
industries including retail, financial, health care, insurance, and high
tech. For more information visit www.LiveOps.com
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