LiveAssist

Online Chat Helps Support Professionals and End-Users to Answers — Faster and More Conveniently

As companies race to implement new technologies to facilitate customer support, they often have to choose between increasing capacity and the quality of service delivery. SupportSoft LiveAssist allows companies to have both. LiveAssist is a Web-based chat solution that can increase call center capacity and end-user satisfaction. It provides for both inbound and outbound chat, and fits naturally into any high-volume service desk or support center. In fact, LiveAssist enables call center representatives to handle up to four customers simultaneously. LiveAssist is being used by a number of the world's largest digital service providers and corporate enterprises for its scalability, reliability, and its contribution as part of a comprehensive support automation initiative.

Online chat functionality that speaks results through:

• The ability to handle up to 4 concurrent Web-based sessions for increased capacity
• Automated gathering of diagnostic information in conjunction with SupportSoft Intelligent Assistance Suite to accelerate problem resolution
• Enhanced professional service with accent-neutral communication, spell check, and pre-approved content
• A single system of record for effective support channel measurement
• Increased first-contact problem resolution via access to automated solutions and on-demand remote access in conjunction with Intelligent Assistance Suite

Built Especially for Technical Support Requirements

LiveAssist avoids the bottlenecks of other chat solutions by functioning like an Automatic Call Routing (ACR) system. Support representatives can operate more efficiently by handling requests in their queue order, rather than "cherry picking" requests which can lead to delays.

LiveAssist is also more equitable, so key metrics such as average call handling time (AHT) and contacts per day are not inappropriately skewed by representative.

LiveAssist is optimized for speed and focus; again, professionals can handle between 1 and 4 concurrent sessions, with some experiencing a 2-3X productivity gain based on SupportSoft customer experience versus their peers providing telephone support.

Manage Flood Situations With Real-Time Communications and Innovative "Chat Backs"

Unexpected problems like a virus outbreak can create flood call situations, causing long end-user wait times for help. LiveAssist helps to manage these situations using real-time communications and innovative "chat back" functionality. Supervisors benefit from real-time visibility into request loads, and are immediately notified when requests approach or exceed configurable thresholds. To manage the influx, LiveAssist can display real-time messages targeted separately to professionals and customers. Support staff can easily convert phone requests to real-time chat or innovative "chat back" Web requests for which professionals can follow-up when volumes subside.

By Invitation Only: Engage Prospects and VIPs for Profit and Customer Satisfaction

What would it mean to your business if a real person could guide Web site visitors to just the right product or service that meets their needs? Or if a special VIP support team could greet platinum customers and executives when they visit the support portal? With LiveAssist, you can detect key behaviors and spot high-value visitors in real-time based on pre-determined criteria, allowing sales or support representatives to invite visitors to a private chat. By employing high-touch service at the right times, you can convert browsers to customers and extend the power of your support automation solution.