Customers have changed
Customers have become more sophisticated and they frequently rely on technology and automation to make their lives easier. Their expectations can be driven by experiences that are nothing to do with your organisation.
They are a highly digitised audience made up of digital first natives, online newbies and traditionalists. The result? Your customer interactions are more complex and disruptive to your processes and channels than ever before. Your customer-centric CX focus means you’re committed to engaging with your customers where, when and how they want, giving them confidence that they will always receive timely and effective assistance.
Digital channels, conversational messaging and self-service are all crucial ways of making each engagement a positive customer experience (CX).
Liberty Connect is our conversational messaging solution for engaging and assisting customers to create memorable CX. It supports a selection of synchronous and asynchronous digital channels, ensuring conversations are always timely and effective.
Read the full Liberty Connect Omnichannel Conversations Feature Sheet.
- Build more scalable, responsive CX access and capacity
- Consolidate conversations into a single agent view
- More automated self-services
- Reduce the friction between customer channel choices and your ability to respond
- Route conversations to the most effective resources, regardless of the originating digital channel
- Provide a more responsive, intelligent and consistent chat experience
- Close the gap between customer requests and back-end systems data with chatbot automation
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