1.800.530.1121
ESSENTIALS
We’ve been providing our core solutions for years and can exceed your expectations with our eyes closed (don’t worry, we won’t... but we could).
get in touch
chat
Chat has become a core CX channel, allowing your customers to interact with you at their convenience. Our teams are trained to address concerns, save the sale, and drive loyalty all while maintaining your brand voice. Having a killer chat solution can increase your AOV, reduce Cost per Contact, and increase overall CSAT.
A responsive email program is key to a successful multichannel customer service solution. By leveraging your customer data, our email specialists are able to provide them with the answers they need, resolving issues as quickly as possible.
voice
We provide high-touch, on-brand inbound voice solutions. Through various training techniques, your team will learn how to assist your customers without following a script, all while maintaining alignment with your brand voice.
self-serve
An efficient self-service solution can increase personalization and deflect call volume. Whether you are starting from scratch or wanting to enhance your user experience, we can build the IVR of your dreams.
ESSENTIALS
We’ve been providing support through our core channels for years, and can exceed your expectations with our eyes closed (don’t worry, we won’t… but we could).
chat
Chat is a core CX channel, allowing your customers to interact at their own convenience. Our chat teams are trained to address concerns, save the sale, and drive loyalty, which results in increased AOV, reduced Cost per Contact, and higher overall CSAT.
voice
We provide high-touch, on-brand inbound and outbound sales and support voice capabilities. This includes extensive experience with cutting edge IVR technology, automatic call distribution & routing, and call queueing, all while maintaining brand voice and alignment.
A responsive email program is key to a successful multichannel customer service solution. By leveraging customer data, our email specialists provide customers with the answers they need, resolving issues as quickly as possible.
Self-Serve
An efficient self-service solution can increase personalization and deflect call volume. Whether we’re starting from scratch or enhancing the user experience, we can build an IVR that dreams are made of.
SOCIAL
Our social solution includes community monitoring, moderation, engagement, social care, risk management and insights. We provide technology recommendations, support marketing campaigns, and develop training and certification programs.
MOBILE / SMS
SMS customer service allows you to have text-enable toll free and business numbers, providing a more convenient and personal interaction for customers on the go.
ESSENTIALS
We’ve been providing support through our core channels for years, and can exceed your expectations with our eyes closed (don’t worry, we won’t… but we could).
chat
Chat is a core CX channel, allowing your customers to interact at their own convenience. Our chat teams are trained to address concerns, save the sale, and drive loyalty, which results in increased AOV, reduced Cost per Contact, and higher overall CSAT.
voice
We provide high-touch, on-brand inbound and outbound sales and support voice capabilities. This includes extensive experience with cutting edge IVR technology, automatic call distribution & routing, and call queueing, all while maintaining brand voice and alignment.
A responsive email program is key to a successful multichannel customer service solution. By leveraging customer data, our email specialists provide customers with the answers they need, resolving issues as quickly as possible.
self-serve
An efficient self-service solution can increase personalization and deflect call volume. Whether you are starting from scratch or wanting to enhance your user experience, we can build the IVR of your dreams.
Social
Our social solution includes community monitoring, moderation, engagement, social care, risk management and insights. We provide technology recommendations, support marketing campaigns, and develop training and certification programs.
Mobile/SMS
SMS customer service allows you to have text-enable toll free and business numbers, providing a more convenient and personal interaction for customers on the go.
social
Our solution includes community monitoring, moderation, engagement, social care, risk management, and insights. We have developed programs for over 200 companies (and counting!), by providing technology recommendations, supporting marketing campaigns, developing training and certification programs and perfecting their KPI measurement.
sms
With our partners, we’ve been able to provide our clients with a new channel of communication. SMS customer service makes possible to text-enable toll free and business numbers for sales and service, providing a more convenient and personal interaction for customers on the go.
AI
Laivly is the emerging technology division of 24-7 Intouch. This dedicated team of data scientists, developers, and researchers is building the future of customer service. Check us out here!
EMERGING
Our next gen solutions allow you to take care of your customers seamlessly. Anytime, anywhere.
get in touch
Content Moderation
Our content moderation teams flag, escalate and remove content that violates your community guidelines. We protect your brand community from harmful content, and provide elevated offerings around health and wellness to support our moderators.
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Workforce Management
We pair our Workforce Management methodologies with industry-leading technology to ensure we exceed your key metrics while controlling your costs. Our solution optimizes associate schedules through forecasting and real time management, driving performance across your vendor network.
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We are a true extension of your brand. Our customer care solutions are built on flexibility and collaboration, and are customizable based on the unique needs of your brand program.
Quality Assurance:
We offer a dedicated, centralized QA team to deliver real-time feedback. Through a robust system of data reports, interaction recordings, and customer feedback surveys, we measure various touchpoints and effectively manage KPIs at the associate level. At the core of our quality methodology is our innovative and proprietary application, KnoahsARK 360.
Fraud / Trust & Safety
Protecting our partners is important to us. We investigate fraudulent behavior by combining our analytical, detail-oriented team with top-of-the-line fraud detection systems. We also handle trust & safety interactions such as emergency case support, damage and compliance claims, real-time urgent cases with imminent threat to safety or property, and instances of illegal activities.
Back Office
We have extensive experience in providing our partners with back office solutions to address their unique and often complex business needs. Our wide range of services includes fulfillment, website and process usability testing, ID verification, data annotation, marketing & competitive intelligence, list scrubbing, and claims management.
EMERGING
We are a true extension of your brand. Our customer care solutions are built on flexibility and collaboration, and are customizable based on the unique needs of your brand program.
Content Moderation
Our content moderation teams flag, escalate and remove content that violates your community guidelines. We protect your brand community from harmful content, and provide elevated offerings around health and wellness to support our moderators.
LEARN MORE
Workforce Management
We pair our Workforce Management methodologies with industry-leading technology to ensure we exceed your key metrics while controlling your costs. Our solution optimizes associate schedules through forecasting and real time management, driving performance across your vendor network.
LEARN MORE
QUALITY ASSURANCE
Protecting our partners is important to us. We investigate fraudulent behavior by combining our analytical, detail-oriented team with top-of-the-line fraud detection systems. We also handle trust & safety interactions such as emergency case support, damage and compliance claims, real-time urgent cases with imminent threat to safety or property, and instances of illegal activities.
Fraud / Trust & Safety
Protecting our partners is important to us. We investigate fraudulent behavior by combining our analytical, detail-oriented team with top-of-the-line fraud detection systems. We also handle trust & safety interactions such as emergency case support, damage and compliance claims, real-time urgent cases with imminent threat to safety or property, and instances of illegal activities.
BACK OFFICE
We have extensive experience in providing our partners with back office solutions to address their unique and often complex business needs. Our wide range of services includes fulfillment, website and process usability testing, ID verification, data annotation, marketing & competitive intelligence, list scrubbing, and claims management.
Behind the scenes
They may not always be the star of the show, but our supporting solutions are just as (if not more) important in ensuring your program is running as efficiently as possible.
get in touch
back office
We have extensive experience in providing our customers with back office support. Often leveraged during the start of new projects or when seasonal contact volumes deflate, these tasks may include fulfillment, website and process usability testing, marketing & competitive intelligence, fraud detection, and list scrubbing.
uar/utr
Launching new user interfaces doesn’t have to be hard. We have the capability to test them in a variety of formats prior to go-live with your customers. We have experience beta testing website updates and/or changes to ensure usability and accuracy of all links. We also test robust, self-service IVR trees to ensure all features are active to return expected results.
security
Protecting your brand is important to us. That is why we have established fraud detection experience within a variety of industries. From eCommerce fraud monitoring, to handling insurance and settlement claims in the CPG space, we’re your first line of defence.
Customer care is not one size fits all. We evaluate the unique needs of your program, and recruit and train our teams to provide specialized support.
TECHNICAL
SUPPORT
Many of our programs require our associates to undergo robust technical training for specialized support. These technical teams handle inquiries such as warranty, spare part identification, installation recommendations, troubleshooting and diagnosing product issues, app support, and electronic failures and complications.
Sales & Customer
Retention
We develop customized sales programs that drive customer loyalty and retention for your brand. By providing exceptional customer service support and consultation, we gain insights that help us focus on conversion metrics and KPIs that drive revenue for your business.
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Artificial
Intelligence
Laivly is a division of 24-7 Intouch that specializes in emerging technology built to maximize the potential of customer service interactions. We empower human potential with AI and Machine Learning to enhance quality, empathy, and productivity for your brand and consumers.
LEARN MORE
Behind the scenes
Customer care is not one size fits all. We evaluate the unique needs of your program, and recruit and train our teams to provide specialized support.
Technical
Support
Many of our programs require our associates to undergo robust technical training for specialized support. These technical teams handle inquiries such as warranty, spare part identification, installation recommendations, troubleshooting and diagnosing product issues, app support, and electronic failures and complications.
Sales & Customer Retention
We develop customized sales programs that drive customer loyalty and retention for your brand. By providing exceptional customer service support and consultation, we gain insights that help us focus on conversion metrics and KPIs that drive revenue for your business.
LEARN MORE
Artificial
Intelligence
Laivly is a division of 24-7 Intouch that specializes in emerging technology built to maximize the potential of customer service interactions. We empower human potential with AI and Machine Learning to enhance quality, empathy, and productivity for your brand and consumers.
LEARN MORE
CONNECT WITH OUR SOLUTIONS TEAM TODAY!
Omni-Channel Customer Service Solutions
Providing omni-channel customer service support to your customers ensures they can reach you through the channel of their choice. From live chat to self-serve solutions, your customers want to have a seamless customer experience with your brand.
Customer Service Chat Solution
Chat is a core CX channel, allowing your customers to interact with you at their convenience. Chat customer service teams can address concerns, save the sale, and drive customer loyalty all while maintaining your brand voice. Having an exceptional customer care chat solution can increase your Average Order Value (AOV), reduce Cost per Contact (CPC), and increase overall Customer Satisfaction (CSAT).
Live Chat Customer Service Solution
Live chat can be facilitated through CRM-built tools or third party client tools. Live chat customer care can also come in the form of proactive chat solutions or dynamic chat deployments, optimized for standard desktop and mobile functionality. Non-standard chat platforms also may be leveraged, for example Facebook Chat or a brand’s in-app chat support.
Proactive Chat Solution
Proactive chat provides live chat team members (and/or automated chat tools) proactive chat assistance to website visitors, resulting in more engagement and boosts to online sales. Proactive chat customer service allows the customer service team to get in front of the issues that frustrate customers by triggering a proactive chat conversation when website visitors meet certain criteria. For example,, if a customer had previously filled their cart but logged out before making a purchase, a chat conversation would be triggered.
Reactive Chat Solution
Providing a “click to chat” button on your website allows customers to engage in a reactive way with your customer service chat team. Customers who click the chat button receive instant live chat assistance from a customer care team member.
Customer Service Voice Solution
Voice customer service, also known as phone customer service, is an essential customer care solution. Voice customer care can be inbound voice customer service or outbound voice customer service depending on the needs of the client. In voice customer support, it’s important for customer support agents to assist your customers without following a script, while maintaining alignment with your brand voice.
Voice Customer Service Technology
To enhance the quality and efficiency of voice customer support interactions, a variety of different customer service technology solutions can be implemented. This includes cutting edge IVR technology, Automatic Call Distribution & Routing, and Artificial Intelligence technology. An AI solution paired with trained customer service associates can deliver automation of redundant, static workflows. Call types such as Where Is My Order (WISMO) can be more automated, reducing Average Handle Times (AHT).
Customer Service Email Solution
A responsive email customer service program is key to a successful multichannel customer service solution. By leveraging your customer data, customer service email specialists provide customers with the answers they need, resolving issues as quickly as possible.
Email Customer Service Technology
In addition to being trained on an email management platform, email customer service agents can leverage an artificial intelligence solution to improve email response efficiency. AI tools can help agents select email responses with the highest probability of First Contact Resolution (FCR) and draft responses that contain the most accurate and relevant information.
Customer Service Self-Serve Solution
An efficient self-service customer care solution can increase customer service personalization and deflect call volume. A custom Self-Serve IVR can enhance the customer experience for your customers.
Customer Service Social Solution
Social customer care solutions include social community monitoring, social media moderation, social media engagement, social care, risk management, and insights. A social media management solution can involve a variety of social media customer support tools. Social media monitoring also involves real-time content moderation across social platforms.
Customer Service SMS Solution
A customer service text solution or customer service mobile solution makes it possible to text-enable toll free and business numbers for sales and service, providing a more convenient and personal customer service interaction for customers on the go.
Customer Service Back Office Solution
Back office customer support is often leveraged during the start of new projects or when seasonal contact volumes deflate. Back office customer service tasks may include fulfillment, website and process usability testing, marketing & competitive intelligence, fraud detection, and list scrubbing.
Customer Service Security
Customer service fraud detection helps protect your brand. From eCommerce fraud monitoring to handling insurance and settlement claims, fraud detection services are an important line of defense for your brand.
Customer Service Content Moderation Solution
Content moderation teams flag, escalate and remove content that violates your community guidelines, including photos, text, and videos. Content moderators protect your brand community from harmful content. A content moderation playbook can be used by content moderators to determine what content is appropriate and inappropriate based on your community guidelines and policies.
Customer Service Workforce Management Solution
Workforce management solutions have become a crucial part of optimizing employee productivity in the workplace. Contact center workforce management solutions drive improvement and accuracy in the staffing and scheduling process, while realizing cost savings.
Customer Service Fraud Detection Solution
To protect your brand from fraudulent behavior, customer service providers can deliver fraud detection solutions. Fraud can be detected in ecommerce transactions, financial transactions, and in the handling of insurance and settlement claims. To prevent and detect fraud, it’s important to use fraud detection systems to help audit and validate information.
Customer Service Trust and Safety Solution
A customer care trust and safety solution protects your customers. Trust and Safety and emergency case support involves harassment claims and real-time urgent cases with imminent threat to safety or property.
Customer Service Sales Solution
Leveraging your contact center to drive sales and loyalty is important in proving a positive return on investment (ROI). Customer care for sales programs can involve a number of channels including voice, email, and live chat support. Sales customer service is all about customer engagement, customer experience, and customer retention.
