How well do you really know your customers? For Sage One, the answer was “not enough.” The company, which offers an online accounting and invoicing solution used by more than 230,000 small businesses worldwide, entered a partnership with LivePerson to enhance its customer care strategy and create more meaningful connections. In March, it upgraded to our all-new LiveEngage platform and has since been delighted with the results.
Sage One customer success manager Lawton Ursry, and our very own content marketing manager Aphrodite Brinsmead, presented a webinar last week detailing how the company completed this migration and how it’s benefited so far. “It’s been a great experience, and it’s really empowered our team tremendously,” Lawton begins. He outlines how Sage One’s customer care professionals (CCPs) and managers alike have immediate access to real-time, actionable metrics, consumer sentiment, and insight into each unique customer as well as their problem or need.
Real-time access to more robust metrics was a key factor in this decision — as well as a game-changer: “We’re absolutely obsessed with metrics,” Lawton says. “Every move we make is by the numbers. Fortunately, LiveEngage has made it easy for us to do that.”
He continues to explain how the platform eliminates the guesswork in dealings with customers. “LiveEngage has created a by-the-minute view of how you're doing,” he adds. “It really puts the team in the driver's seat to keep their success metrics at the end of the year very predictable. They know exactly how they’re doing and how they’re going to do at the end of the year. This has been really huge for empowering them to choose their own destiny.”
On top of this, the LiveEngage mobile app makes CCPs available to customers even when they’re not at their desk and gives them more flexibility in how they work. This has helped them drastically reduce customer wait time — from an “atrocious” (as Lawton puts it) five minutes down to seven seconds. The platform is so easy to use and intuitive, none of Sage One’s CCPs needed to go through LivePerson training; they were up and running with LiveEngage from day one.
“LivePerson is our absolute favorite, and there’s a reason for it. They’re always reachable, they know the solution backward and forward, and they get super excited about seeing us be successful,” Lawton says. “This is a true partnership.” We feel the same way.
Change can be hard, but, for Sage, migrating to the new platform was a no-brainer. Watch the full, 30-minute webinar for more on how the team achieved great success through LiveEngage and find out what they’re planning for the future.
Interested in deploying a more engaging customer care strategy of your own? Discover the power of LiveEngage and try it free for 30 days.
Publish Date: August 23, 2016 5:00 AM
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