We transform your customers’ experience to drive brand loyalty and overall happiness.
Our Channels
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).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.
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.
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.
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.
Emerging
Our next gen solutions allow you to take care of your customers seamlessly. Anytime, anywhere.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.
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.
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.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.
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.
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.
ACTIONABLE INSIGHTS
So, you’ve collected your facts, statistics and customer data. Now what? Actioning insights gives you a deeper understanding of your customers, what makes them tick, and lets us drive improvements to better serve them. Insights and data have been ingrained in our culture since day one. It is in our DNA, and our team makes it a part of yours.
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LAIVLY TECHNOLOGY
Laivly is a division of 24-7 Intouch that partners smart technology with friendly humans to maximize the potential of customer service interactions. This team of data scientists, developers, and researchers create unique customer service solutions that pair human customer service with artificial intelligence and machine learning to enhance quality, empathy, and productivity in measurable ways for brands and consumers.
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Our Insights
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Our Leadership
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