An overview of the inefficiencies of common contact center tools and how they compare against Livserv’s conversational AI chatbot. 

Many contact centers use outdated tools. Common contact center tools such as ticketing systems, CRMs, shared mailboxes, and spreadsheets are inefficient and time-consuming. 

These systems lack post-sales features and overviews of customer history. Channel choices and reports are limited, and omnichannel customer service is impossible. Lack of automation means that agents have to enter and organize data manually. 

With CRMs, agents waste time dialing and waiting for contacts to answer. With spreadsheet systems, agents spend more time entering information than analyzing and benefiting from it.

Livserv Exceeds Its Alternative

The Livserv omnichannel solution solves these problems. 

Livserv collects data from all channels and integrates it with the CRM, if necessary. If you still want to use ticketing for complex cases requiring a specialist, Livserv also integrates with ticketing systems.

The Livserv provides the ability to qualify and nurture leads so that your tele-callers can spend more time selling instead of dialing and waiting.

Finally, unlike the alternatives, the Livserv AI chatbot builder is also easily scalable and seamlessly fits a business’s growth.

Livserv vs. a CRM System

AI Chatbots: These virtual assistants engage in real-time conversations with customers via websites, mobile apps, or messaging platforms.

CRM Systems: These customer relationship management tools store and manage customer data, track interactions, and facilitate sales and marketing efforts.

Why store your customers in a database if you can’t contact them at the right time, every time?

Both AI chatbots and CRM systems have their strengths and weaknesses in contact center automation. Ultimately, the best choice depends on your specific needs and priorities.

• For immediate, personalized customer interactions and omnichannel support, AI chatbots shine. They excel at guiding customers through purchase journeys, collecting valuable data, and providing 24/7 support.
• For in-depth customer data analysis, segmentation, and personalized sales follow-up, CRM systems hold the edge. They can help tailor marketing campaigns, predict customer needs, and improve sales efficiency.

The most effective solution often lies in a hybrid approach that combines the strengths of both technologies. Integrate your AI chatbot with your CRM system to:

• Enrich customer data: Feed information collected by the chatbot into the CRM for deeper customer insights.
• Trigger targeted actions: Use CRM data to personalize chatbot responses and trigger relevant marketing campaigns.
• Handoff seamlessly: Transfer complex inquiries from chatbot to human agents within the CRM for smooth escalation.

Livserv vs. a Ticketing System

Ticketing systems have been the workhorses of contact centers for years. They offer a structured approach to handling inquiries through a centralized platform, clear workflow, and maintain detailed records.

However, ticketing systems have their limitations:

• Impersonal experience: Interactions feel mechanical and lack the human touch, potentially frustrating customers.
• Time-consuming resolution: Waiting for tickets to be assigned and resolved can lead to customer dissatisfaction.
• Limited self-service: Customers often have to wait for agent assistance, even for simple tasks.

AI chatbots bring a new level of engagement and efficiency to contact centers:

• Real-time conversations: Chatbots engage customers in natural dialogue, providing immediate support and resolving simple issues quickly.
• 24/7 availability: Chatbots never sleep, offering round-the-clock support, even outside business hours.
• Personalized interactions: Chatbots leverage AI and NLP to understand customer intent and personalize responses, creating a more satisfying experience.
• Self-service empowerment: Chatbots can answer FAQs, guide customers through processes, and offer self-service options, reducing agent workload.

Livserv vs. Shared Mailbox

Both chatbots and shared mailboxes have their place in the customer service ecosystem. The ideal solution lies in a strategic orchestration of both technologies. Consider these factors:

• Customer complexity: For inquiries and self-service, conversational AI shines. For complex issues, human expertise is still crucial.
• Resource availability: AI Chatbots can free up agents for more demanding tasks, but implementation may require initial investment.
• Brand personality: AI Chatbots can be branded and personalized to fit your company’s tone and values.

Implement chatbots to automate routine tasks and personalize interactions, but seamlessly integrate human agents when needed.

Livserv vs. Spreadsheet

Spreadsheets, especially Microsoft Excel, used to be the standard tool for organizing call center operations. With the emergence and evolution of quality call center software, there’s no reason to use spreadsheets in sales anymore!

Explore more about the features of Livserv. 

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