Thought Paper: Put The “Custom” In Customer Service

No matter how you try to spin it, customer service is NOT one size fits all. Every brand is different and has customers with unique needs and concerns. Creating a customized customer service solution for client partners results in improved client satisfaction. We’ve broken down a customization strategy into four key phases : Connect through communication Select through hiring Enhance ... Read More

Case Study: Member Services Experience

Introducing membership opportunities is one of the best ways to gain loyal customers and brand advocates. It’s important to ensure these VIP customers are receiving exceptional customer service when they reach out with questions or concerns. We have developed key best practices when handling member services, which deliver the following results: Increased First Contact Resolution Decreased Average Handle Time Increased ... Read More

Case Study: Reducing Redundancies with AI

Filling out forms is easy… right? It just got a lot easier. Technology is transforming the customer service industry, and we are leading the charge with our Laivly tech division, building cutting edge solutions for our agents to work with every day. In our partnership with a world-leading beauty retail brand, we leveraged our artificial intelligence assistant, SIDD, to improve ... Read More

Thought Paper: The Power of Employee Engagement

An inclusive, dynamic workplace creates stronger employee engagement, but the ripple effect of this can become much more. Believe it or not, workplace culture can actually lower the workload for recruiting teams come ramp season. Here’s why: Engaged employees are more likely to have higher retention rates These employees are also more likely to refer their friends to come work ... Read More

Case Study: How We Win At Ramp

With customer service ramp season in full swing, it’s important to think about how to not only survive, but to thrive during your busiest time of the year. Some of the world’s most innovative brands choose us because of our ability to stay flexible during the busiest seasons. We pride ourselves on keeping our cool during unplanned volume spikes, such ... Read More

Case Study: Email Response Efficiency

Technology is transforming the customer service industry, and we are leading the charge for this transformation with our team at Laivly, by building cutting edge technology solutions for our agents to work with every day. In our partnership with a high-end beauty brand, we leveraged our artificial intelligence assistant, SIDD, to improve their email response process. Our SIDD Email implementation ... Read More

Thought Paper: Recruitment Roulette: The Importance of Brand Identity

0:26   Recruiting candidates that fit a brand identity is invaluable in the customer care industry, where retention is constantly a losing game. Here’s why: Front-line individuals who are aligned with a company’s core values and brand are more likely to stay for 12, 18, 24 months and beyond.  Engaged and passionate employees will provide the best possible service to ... Read More

Thought Paper: Winning With Insights & Analytics

  Diving deep into customer service performance insights positively impacts customers, employees and the bottom line by creating: A meaningful understanding of what customers are thinking Easier strategic decisions Better customer journeys Download our thought paper to learn how to overcome common data challenges, drive programs forward and optimize other departments. Fill out the form to learn more.

Thought Paper: Scaling Culture Through Transformation

  It’s possible to defend and continue building culture, no matter how big a company gets. Some key things to keep in mind: Culture is learned behavior. It needs to start and end with leadership. Culture takes effort. It takes intentional focus, measurement and action. Culture is forever. Organizational issues will come and go, but culture is what people will ... Read More

Thought Paper: Empowering Teams In The Age Of The Customer

  Empowering customer care teams to make autonomous decisions might sound risky, but it’s more important than ever. How can you ensure that teams are equipped to give world-class experiences every time? Provide ongoing training Create an empowered culture Thoughtfully recognize teams Fill out the form to learn more.