SAN DIEGO San Diego County CU has implemented LivePerson’s mobile chat solution to engage with its growing volume of mobile members in real time, wherever they are.
The $6-billion credit union said it decided to deploy mobile live chat to provide immediate, personal assistance to its mobile members whenever they need help, wherever they may be. Mobile chat, which is designed to improve the member service experience, lets members communicate with agents while using a mobile app. In addition to basic chat, LivePerson said its software provides screen sharing and visual cues that allow agents to point to places on the app to show customers where to tap, swipe or flick.
The solution works with native iOS apps and iOS- and Android-optimized mobile sites.
Additional features of LivePerson mobile chat include:
Smart Reconnect, which automatically reconnects members to their current chat session whenever cellular service drops off or the connection is lost.
Screen Sharing, enabling members to share their live mobile screens with their chat agent, at their discretion.
Visual Cues, with which agents can “point” to locations on the screen, showing members where to tap, swipe, or flick.
Customer Information, with which agents can see a broad range of information, such as the type of mobile device being used, the carrier, the product being viewed, etc., to further optimize the mobile chat experience.
Location Mapping, GPS-enabled apps, with which agents can view a map, indicating the exact location of the members with whom they are chatting.
View-Based Navigation, with which agents can display a button in the chat window to easily guide users to a particular product or page.
Change/Hide Chat Button, which can automatically change or be hidden when agents are not available.
LivePerson said implementation is “plug and play.” The mobile solution is integrated within a client’s existing LivePerson chat infrastructure. Agents can identify and prioritize on-the-go users, who often have more urgent needs and expect faster response times.
San Diego County CU is making the mobile chat feature available on its mobile site,
More than 8,500 companies rely on LivePerson’s platform to increase conversions and improve e-customer experience, including Hewlett-Packard, IBM, Microsoft, Verizon, Sky, Walt Disney, PNC, QVC and Orbitz.
