Deliver Real-Time Solutions for Complex Queries with Live Support
Offer personalized assistance through live agents and video chat, accessible on all digital channels, both in real-time and asynchronously.
Maximize Efficiency in Complex Queries with Live Support
Simplify Complex Query Resolution with Live Agents
Handle complex inquiries with real-time support from live agents, consolidating all customer service channels into a single platform. This allows companies to seamlessly transfer sessions to an agent when needed and smoothly return to automated chat once the issue is resolved.
Enhance Conversations with Multimedia Tools
Use pictures, emojis, and PDF files to connect more effectively. Share links, receive customers’ geolocation and contact cards, and ensure seamless communication with voice message transcription from WhatsApp and Facebook Messenger to text.
Optimize Agent Efficiency with AI Co-Pilot and Explorer Tab
Ensure your agents can quickly find accurate information, offering two ways to get faster answers for clients: an AI Co-Pilot that provides real-time suggestions and the Explorer tab that displays admin-determined content, like an FAQ page, to answer questions.
Optimize Customer Support with Specialized Agent Groups
In Live, you can group your agents by skills and assign them specific days and hours of service, thereby segmenting your customer service according to the type of inquiry. Seamlessly transfer sessions to another group or individual agent, ensuring a continuous and efficient conversation.
Elevate Customer Support with Video
Connect agents with customers through video chat and co-browsing options. Build stronger connections, foster brand loyalty, and improve customer satisfaction and retention by offering personalized, interactive support.
Improve Agent Performance with Every Interaction
Monitor your agent activity and enhance the service experience. Filter data by time period, date, channel, or group. Analyze sessions handled and lost, response and waiting times, and chat reports. Export detailed interaction reports for comprehensive insights.
Customer Stories
“Engageware enabled us to deliver superior customer service while optimizing efficiency for both customers and the sales team. By saving time, streamlining access to information, and providing clear presentation of data, it allows us to allocate more resources to higher-value processes.”
Transform Customer Interactions Across Industries with Live Support
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Financial Services
Transform the banking process into a clear and supportive experience. Engage customers with specialists via the live platform, ensuring they feel informed and confident in their decisions.
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Health
Offer a convenient alternative to in-person consultations through the live platform. Enable healthcare professionals to provide non-emergent medical advice to share their expertise without requiring appointments.
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Wealth and Asset Management
Empower investment customers to discuss portfolio performance, risk tolerance, and financial goals through live interactions with human agents. Ensure trust and security via the live platform.
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Retail
Effortlessly connect customers with stylists and personal shoppers through the live platform. Offer personalized assistance and elevate the shopping experience with ease.
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Education
Provide personalized support throughout the entire student journey. Offer consultations for course selection, answer questions, and assist with financial matters to ensure a comprehensive and supportive educational experience.
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Software & Technology
Combine real-time assistance with the personalized touch of video chat. Available across all digital channels, our Live solution enables tech companies to resolve complex issues instantly streamlining customer service for a more efficient and engaging experience.
Elevate Support Effectiveness With Complementary Solutions
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VIRTUAL
ASSISTANTOffer 24/7 real-time support through an AI virtual assistant, resolving up to 98% of inquiries instantly. Seamlessly transition to live agents for complex issues, ensuring smooth, continuous customer service across all digital channels. -
EMPLOYEE KNOWLEDGE MANAGEMENT
Seamlessly integrate Live with Employee Knowledge Management, powered by Generative AI, to support agents in real-time. Live agents can instantly access accurate information from the AI-driven knowledge base, resolving complex queries efficiently without switching platforms, boosting both performance and customer satisfaction. -
APPOINTMENT SCHEDULING
Easily integrate Live with Appointment Scheduling to enable customers and agents to book meetings with subject matter experts at convenient times. This ensures timely, personalized support that fits the customer’s schedule, enhancing service and satisfaction.
Frequently Asked Questions
- How many user can have access to Live?
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Live supports an unlimited number of users
- Can I block access to Live from certain computers?
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If you want the users of your account to connect to Live from certain computers, you can define the list of IPs that will not be able to access the platform.
- What is Co-Pilot and how does it work?
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Co-Pilot is a functionality that learns from each interactions agents have with customers and suggests more frequent responses in each interaction. Co-Pilot works by analyzing past conversations, identifying patterns, and understanding the intent of customer inquiries. It uses the knowledge generated from machine learning algorithms to create real-time suggestions for agents, aimed to enhance productive and streamline the support process.
- Is there role based access in Live? How can users and roles be managed?
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Yes, Live is a role-based solution. Users are created and roles are assigned to each user. Roles can be managed simplistically within Live under the Users drop down.