UK insurer Liverpool Victoria is enhancing its motor and home insurance online offering by introducing Live Chat, a live online assistance service.
Live Chat offers online customers the chance for one-to-one, real-time, text-based ‘chat’ with a specialist customer service representative. The service will guide the customer through the quote process, answering any questions that may arise along the way, and is designed to add a ‘human dimension’ to purchasing financial products and services online.
Liverpool Victoria says initial customer usage figures show that the service has proved easy to use, with an average waiting time of 15 seconds, and the average discussion with an adviser lasting eight minutes. Over 90% of users say that their experience of the new facility is ‘good’ or ‘excellent.’
Provided by LivePerson’s Timpani sales and marketing platform, Live Chat is accessible on demand during Liverpool Victoria’s UK-based call center hours. The service will also be offered proactively to consumers where the system detects that the user is encountering difficulties or leaves the web page without having fully completed the quotation process.
Robert LoCascio, CEO of LivePerson, said: More consumers are choosing Live Chat as their preferred channel of communication, especially when researching financial products and services. By proactively offering chat to consumers that need assistance, Liverpool Victoria is leading by example in customer service and bringing a human element to the web experience.