LiveLook announces the first ever stand-alone no-download Co Browsing web collaboration software letting users of article management self-service portals show their screens to man for assistance. As consumers see less differentiation among products on the market, they are valuing their customer experiences to select where to do business. Agreeing to Gartner Group, it costs .50 to deal with a customer transaction with a rep and only $.50 via web self-service. But since 65% of customer self-service transactions end up with a customer service rep, there is clearly a need to sustain customers in using self-service applications.
Already integrated with important customer-interaction-centric products like RightNow and nGenera Cim (formerly Talisma), LiveLook services can now be integrated to an organization's own self-service applications. With a easy eight lines of html code, customer service professionals can add Co Browsing capabilities to their convention portals and quickly differentiate themselves from their competitors.
Co Browsing to Help Teach Customers How to Use Self-service
Quicken Loans, the country's #1 online mortgage lender, is other great example of multi-channel customer service. The firm utilizes both LiveLook and online chat via Instant Service, to help clients find the right mortgage and then successfully sign their mortgage documents online. Quicken Loans mortgage bankers and client care specialists can help guide a man through electronically signing their mortgage documents, helping the client close their loan more quickly and easily.
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