News : TalkTalk Customers Would Rather ChatChat
Technology provider LivePerson is teaming up with TalkTalk to help the telecoms provider move from a traditional telephone-based customer service to a more advanced online engagement technology.
The move comes about after TalkTalk’s customer behaviour surveys showed their customers increasingly prefer to self-serve online – but also want to make sure help is on hand if they need it.
"Our customers don’t always want to have to pick up the phone or send an email when they need help online," commented Sholto Mee, Head of Customer Services for TalkTalk. "They want fast help, in real-time, while they are on-site. We believe that digital customer service is the future, and we want our customers to be at the forefront of that revolution."
Working with LivePerson, TalkTalk wants to continue to reduce the number of telephone calls into their contact centre.
With more and more customers choosing to self-serve online, introducing what TalkTalk describes as ‘the human touch’ to online experiences is key.
"As the traditional ways of interacting with customers, like telephone hotlines, become obsolete, it’s vital that we invest in new technologies like LivePerson’s LiveEngage to maintain high levels of customer service in the brave new digital world", explained Sholto.
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About TalkTalk Group:
TalkTalk is the United Kingdom's leading value for money provider of fixed line broadband and voice telephony services to consumers and business users. The group serves over 4.8 million customers across the UK under the TalkTalk, AOL Broadband and TalkTalk Business brands. Over the past five years, through a combination of organic growth and acquisitions, TalkTalk has built one of UK's largest broadband and voice customer bases.
LivePerson is an Application Service Provider (ASP) of technology facilitating real-time sales, customer service and marketing solutions for companies doing business on the Internet. The LivePerson service enables online businesses to communicate with Internet users in real time, thereby enhancing the online experience. LivePerson allows clients to increase revenue and productivity while decreasing the overall cost of customer support.
Published: Friday, February 27, 2015