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How to Choose the Best Customer Care Technology - LivePerson - Blog

How to Choose the Best Customer Care Technology

When it comes to technology, change is constant and rapid. However, while consumers adopt new gadgets, platforms, and services quickly, why do established brands scramble to keep up?

With fast consumer adoption comes rapidly growing consumer expectations, and greater punishment for companies that lag behind. Take Twitter as one recent example. In 2007, the platform tipped into the mainstream, but brands wouldn’t join consumers there for two more years, realizing that they could either let consumers complain publicly about them, or show up and deliver service. By today’s standards, early attempts were rough at best, and brands had a steep learning curve to developing robust — and profitable — social media strategies.

The next frontier after social media is messaging. Apps like WhatsApp, Facebook Messenger, iMessage and others superseded social platforms as the primary activity on smartphones in early 2015, according to research.

Two years later, messaging is consumers’ preferred communication channel, but most brands still rely on 1-800 numbers for customer care. This is becoming unacceptable, as the on-demand economy and “Uberization of everything” has led to impatient consumers who (rightfully) refuse to waste their time on hold and want service on their terms.

Intelligent execs have thought ahead, and their companies have already deployed the latest and best tech available to reach customers. Below, I’ve outlined the five steps to finding the right solutions for any organization.

The technology breakdown: 5 steps to getting it right.

The market is oversaturated with solutions making claims on customer care. How do you parse through the offerings to determine what you need and where you need to use it?

Know your weaknesses

Brands that don’t recognize flaws in their customer service damage their potential. Identifying your strengths and weaknesses is the first step to developing a better approach to customer care — whether you need to build one from the ground up or simply refurbish a current strategy. It isn’t always easy to spot the places that need repair. This is particularly true if you’re using a legacy solution or expensive technology.

Phone-based support, in particular, is especially vulnerable to blind spots, as very few customers give feedback — and then only as edge cases who are especially angry or happy — with some not even calling at all (it’s too much hassle) and letting their dissatisfaction fester. In the absence of good analytics, have a team deeply scour online reviews and closely monitor social media during peak times to uncover the areas that need improvement.

Determine quantifiable goals

How will you define success? Without establishing a clear definition, you’ll be unable to measure the true ROI of your investment. Having a firm grasp on your end goals can help direct and narrow down your search.

Are shoppers abandoning their carts before checkout? Explore content banners that offer deals to nudge them toward purchase. Looking to improve your customer service response time? See how integrating bots can automate routine tasks and conversations. Don’t determine the goals too narrowly either. Just because a conversation with a supposed resolution is “short” does not mean it was good. Frame things in terms of customer happiness, such as CSAT and NPS, or a more modern method, rather than problem resolution.

Stick strictly to mobile-first, the “super-channel”

At this point, smartphone adoption is nearing saturation point, especially among more affluent retail consumers. This means, for the first time, that there is a “super channel” that trumps all others: the mobile screen which sits in the pocket or bag of every single customer. This tipping point is very important, because it allows you to deprioritize legacy investments (which consumers mostly dislike anyway) and double down on new approaches like in-app messaging, or connection and real-time messaging via Facebook, which more than likely sits on the customer’s home screen already. This is a continuous, asynchronous connection to the pocket of every person — far more powerful than adding another email blast to their overcrowded inboxes.

Gain buy-in from Leadership

Before signing a contract, involve other team members in the decision. Encourage the individuals whose jobs will depend on the technology to first take it for a test-drive. Also lay out a roadmap: where do we go from here? The shift to messaging in customer care is just step one of a broader strategy, which you might call “digital transformation”, and which presents many other options right afterwards, like digitized voice and video connections. Which ways to connect with customers make sense for you, as a retailer? Think in terms of how high-touch or low-touch you want your CX to be, and how you can foster brand engagement with your buyers, without putting them off.

Encourage user adoption

Finally, user adoption is fundamental to a successful tech implementation. Whether you need day-long training sessions or a simple introductory email, do whatever it takes to get employees first excited about the new resource and then fully onboarded. The follow-up is equally important: For those that successfully adopt the new tech, create testimonials and case studies to showcase the impact and gain even more internal advocates and evangelists for the tech. If your employees aren’t on board, how can you expect your customers to be?

Combing through the crowded tech landscape is no easy task. But the right technology can transform your CX and, ultimately, your bottom line.

This post was originally published on


Publish Date: March 8, 2017

2022 Buyers Guide Recording

Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.


Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.

Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.

MiaRec, Inc.

MiaRec Call Recording
MiaRec's compliant, secure, and reliable Call Recording software is the foundation of our Customer & Workforce Engagement Platform.. MiaRec Call Recording seamlessly integrates with MiaRec Agent Evaluation & Scoring, Live Monitoring, Voice Analytics, Screen Capture, and Advanced Reporting to provide a comprehensive solution you can trust.


Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.

Nuxiba Technologies

Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!


Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.

PCS Software

Call recording solution fully integrate to all main pbx solutions.

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.

View more from LivePerson

Recent Blog Posts:
Thousands of sexist AI bots could be coming. Here’s how we can stop them.May 11, 2018
LivePerson in the news: the death of websites, women in tech, and bots for banksMarch 23, 2018
What the F*ck: How Polite Are U.S. Consumers to Customer Care Professionals?July 20, 2017
The Key To Leveraging Hybrid ChatbotsJune 27, 2017
How Messaging Is Transforming the Customer ExperienceMay 9, 2017
How to Choose the Best Customer Care TechnologyMarch 8, 2017
Evaluate the Effectiveness of Your Customer Care Team: 5 Crucial StepsDecember 9, 2016
13 Brands Disrupting the Customer ExperienceSeptember 8, 2016
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