VoicePort, LLC has announced an agreement with LivePerson, Inc. (NASDAQ: LPSN), a global leader in conversational commerce solutions, to offer its industry-leading conversational platform, LiveEngage, to newspaper clients.
Through LiveEngage and VoicePort’s CircPort integration, newspapers can give their customers the ability to interact with them anytime from anywhere through the world’s most popular messaging channels — including Apple Business Chat, WhatsApp, SMS, Facebook Messenger, and RCS — as well as through messaging conversations on the newspapers’ own websites. Compared with traditional phone calls, messaging conversations, which eliminate the need to wait on hold and take place in the channels customers prefer, increase customer satisfaction by 20%.
Messaging helps newspapers reduce customer service costs because agents can handle multiple conversations simultaneously. Companies that implement messaging through LiveEngage report up to 100% increases in agent efficiency, as well as up to 50% decreases in attrition rates, as agents can be more productive while dealing with fewer high-stress phone calls.
LiveEngage enables newspapers to front conversations with LivePerson or third-party AI-powered messaging bots, which can resolve simple questions or greet customers and gather information before transferring to human agents best suited to resolve more complex issues. These automations are integrated into newspapers’ CRMs and are always backed by human agents if a customer needs support.
Messaging can be deployed as a complement to existing Interactive Voice Response (IVR) solutions with varying degrees of call deflection that provide customers the opportunity to switch from a voice call into a messaging conversation with the tap of a button. The ease and convenience of messaging lets customers go about their day and respond to messages on their own time, just as they do with family and friends.
Chris Mann, President and CEO of VoicePort, chose to partner with LivePerson after extensive research and interviews. “There were many messaging platforms to choose from, but very few can scale to the level required for the enterprise client. LiveEngage, which is deployed at many of the world’s leading companies, fits the needs of today’s demanding enterprise while providing secure e-commerce and allowing tight integrations to CRMs and call centers.”