LiveTex Omnichannel Service of communication with visitors of the website online

LiveTex is multichannel service for communication with visitors of the website online.

Structure of service

The online consultant of LiveTex - a chat - a rational, effective method of communication with clients on the website. The visitor and the operator browse one page and communicate in real time, discussing heart of the matter. The operator can communicate along with several visitors that increases efficiency of his work many times. The intelligent system of involvement in dialog allows to offer communication to the visitor of the website at the most right moment on the interesting its topic, considering a set of such parameters as search query, location, browsed goods, time on the website, the number of the browsed pages.

• Increase in volume of online sales. The online consultant of LiveTex with the system of involvement in dialog converts 20% more visits into sales and target actions.
• Reduction of number of "the thrown baskets". Clients will receive the personalized help will in due time and safely complete purchase process from the first.
• Growth of the amount of the average check. Visitors who communicated in a chat buy 3 times more often and spend on average for 35% more, than buyers who made the order independently.
• Increase in level of loyalty and trust. Clients who communicated in a chat for 85–90% are happier with service, than the clients who made purchase independently.

Main Features chat with the visitor,

• voice chat
• readdressing of calls
• visitor's call operator
• active sales
• message offline
• history of dialogs
• information on visitors
• expanded statistics
• interoperator chat
• joint viewing
• setup of design

Generator of leads LiveTex

• Collecting of base of potential clients
  • the generator of leads — the most powerful tool for creation of base of potential clients. Even if the people who left contacts on the website will not become buyers at once, further work with them will give an additional profit in the future.

• Timely support
  • the visitor looked for a teapot and now cannot decide on model. At this moment the offer to help with the choice and a request to leave contacts for further communication (e-mail, phone) is shown to it. If to offer such client consultation, sales opportunity will increase to 90%.

• Increase in profit
  • a large number of people come to the website when working time of your operators already ended. Researches showed - it is 74% of target clients. The generator of leads allows not to lose any of them and to receive contacts for communication.

• Collecting of contacts for the SMS and e-mail of marketing
  • it is convenient for their further use during creation effective to the SMS and e-mail of marketing. The collected base can be used, for example, for mailing by e-mail. All contact information can be unloaded in the structured form.

• Creation of design of a label of the invitation
• as well as any widget of LiveTex, labels of the Generator of leads have tens of ready options of design and a possibility of customization.
• The offer of bonuses in exchange for contacts
  • clients can offer bonuses or participation in a draw in exchange for the left contacts. Such approach will allow to increase the number of assembled contacts many times.

Virtual assistant to LiveTex

It is an option for work of the operator together with the visitor: its transfer according to pages, illumination of important information, observation of actions of the client.

• Joint work with the page
  • This mode allows the manager to solve quicker the client's problem, directing it according to links to internal pages of the website, for example, to certain goods in the directory.

Joint work with page (2015)

• Viewing actions of the visitor of the website
  • B this mode the operator can browse actions which are made by the visitor on the website, to reveal problems and difficulties, to give hints.

• Emphasis of attention of the client on the necessary information.
  • the Operator can select any area of the page of the website. It allows to focus attention of the client on the necessary information in the course of dialog.

LiveTex online monitoring

In Online monitoring key indicators are collected. They are necessary for the head for quality control of service of visitors on the website. Now in addition to historical data in real time information is available:

• which of operators in a workplace and how many dialogues conducts,
• who passes chats and slowly answers visitors,
• who causes a negative of whom complain more,
• others.

Online statistics of LiveTex

The tool for control of work of operators in real time. Key indicators are collected on one page and change during the day, displaying a relevant picture of service. Possibility of fast quality evaluation of work of each operator or all department.

Online statistics of LiveTex (2015)

X-widget

X-widget — intellectual service for quick help to the visitor who intends to leave the website. In only 28 seconds service automatically connects it with the free phone manager. Result: the disappointment left, the issue of the visitor is resolved, there is a new contact of obviously loyal potential client.

2017

Integration about Odnoklassniki

The LiveTex company carried out integration with social network Odnoklassniki which monthly audience makes 73 million people. Now any user of social network can ask a question directly in groups and communities of the companies, online stores online 24 hours a day. The new feature is available to all users of Odnoklassniki if the company to which they want to address services clients on the Internet through the platform for customer service and sales of LiveTex.

Technical capabilities of the LiveTex platform allow to build addresses of users from social network Odnoklassniki in queue and to automatically distribute them on free managers that will allow to avoid the long answers or answers which remained unaddressed , and the most important — to avoid a negative of net surfers and clients of brands. Using the Uniform History of Correspondence function which is put in the LiveTex platform the manager will be able to resolve the arisen client's issues for short terms and also to recommend him additional goods and services, based on his previous requests. Notifications on new messages and templates of answers to frequently asked questions will help operators to do not pass chats and will reduce a response time to seconds.

2016

Integration of Viber

LiveTex announced in November connection to the platform messenger Viber. Integration of the messenger into the LiveTex system will allow to receive customer appeals from Viber in the application of the operator along with all connected channels: a chat on the website and in mobile application, Telegram and Facebook messengers, email, social networks.

According to J'son & Partners Consulting research company, Viber is the most popular messenger in Russia, overtaking WhatsApp and the most popular Skype in 2013. 60% of owners of smartphones, and are about 50-60 million people, actively use messengers, at the same time 61% of users selected Viber from this number.

Official integration allows to register the account of the company, but not the individual employee that reduces time for processing of addresses from clients. LiveTex in Viber channel also has routing on departments (sales department or department of technical support) that allows to direct the client to the operator with necessary competences at once.

LiveTex upgraded the multichannel platform

On September 21, 2016 LiveTex announced release of the version of the upgraded platform for omnichannel customer service in digital channels.

In this version the architecture of service is completely upgraded, the interface of attendant workstation with uniform history of the client is submitted, the line of digital channels is expanded, the edited principle of tariffing is available, support of stickers and an emodzha is added.

Screenshot of the software window, (2015)

In addition to available earlier digital channels of communication (Facebook, VKontakte, the Telegram and Facebook Messenger messengers, a chat on the website, a chat in mobile application, a form of a feedback and the order of a call back) to the platform connects one more communication channel — e-mail. Now all e-mails sent to the public address of the company added to the platform are automatically redirected to the application of the operator from which the operator can give the answer to the postal address of the client at once.

Submission of the version of software of LiveTex, (2016)

The platform can be used as solution SaaS, service in IT infrastructure of the company. The appeared version of the solution is available to implementation in digital contact centers of the companies of an enterprise-segment and outsourcing contact centers, and to the companies of small, medium business.

The architecture of the platform for omnichannel service of LiveTex consists of four modules as a part of which necessary tools for conducting continuous and transparent communication with clients in a digital medium:

• variety of digital channels,
• attendant workstation,
• uniform history of the client,
• tools of analytics and management.

The platform for omnichannel service of LiveTex is not just the tool, it is a uniform ecosystem for the client, the specialist of the company and the head who interact in the digital-environment. In the center of a system the main participant — the client. Having addressed to the company by the convenient, but not imposed to it method, he calculates on receiving fast and high-quality service. The specialist of the company accepting the client's requests in digital channels has all potential to effectively process the entering addresses in the single interface of the operator, operating with the customer interaction history. The head keeps track of service quality and indicators of work with the help of a system of analytics therefore can regulate processes of customer service in the company. Yulia Pivovarova, director of products of LiveTex company

The LiveTex platform — a system completely flexible from within, but with very tough business framework. It allows to keep large volumes of online interaction in the set framework and to support uniform standards of digital communications in the company regardless of its value and an organization structure, practically excepting a notorious human factor. Clients can control the uniform speed of the answer on all divisions of the company, to measure the level of satisfaction with service, to maintain its quality at the high level. In comparison with voice service when one operator can conduct only one dialogue on the line, digital communication allows to work with 3-5 clients at the same time. It significantly optimizes expenses of the company on the maintenance of contact center and on service function in general. Vladimir Bakuteev, CEO of LiveTex

Software of LiveTex is included in the unified register of the Russian programs of the Ministry of Telecom and Mass Communications of the Russian Federation

September 6, 2016 The communication omnichannel framework for service and sales in digital channels of LiveTex is entered in the unified register of the Russian programs for electronic computers and databases. Approval of expert advice at the Ministry of Telecom and Mass Communications of the Russian Federation was got on September 5, 2016 behind registration number in register No. 1259.

The application for entering of the software product into the register was submitted by LiveTex company in April, 2016 after in 2015 at the government level need of justification of purchase of foreign software by state agencies and to the companies with the state participation was entered. Purchase of foreign software is allowed only if in the register of domestic software there is no suitable analog.

The management system for leads is added to LiveTex

LiveTex complemented the platform for omnichannel service and sales in digital channels with a management system for leads — complex tool kit of increase in sales without additional investments into traffic.

The management system for leads of LiveTex accumulates customer information, including traffic sources, behavior on the website, a contact information, the history of appeals to the company through digital channels and other parameters. At the same time, key difference from the systems of web analytics is that leads in a system are provided by specific users, including their contact information and the history of appeals to the company. A system allows to segment audience by different parameters, to associate them with stages of a funnel of sales, and further to use contact lists for the mailings personified by e-mail, a remarketing on social networks and contextual advertizing and also for the organization of telephone sales.

A system allows to increase efficiency of customer service and sales in digital channels, to push clients to commission of target action, to personify marketing communications and to identify clients depending on a stage of a funnel of sales or a goods lifecycle. On the basis of data retrieveds heads can make the decision on transfer of leads to sales department or cultivation by marketing activities.

A system includes the analytical block within which it is possible to perform efficiency evaluation of attraction of leads through marketing channels and LiveTex services. Tracking of traffic with a marking utm-tags is possible. Segmentation of audience on the frequency or the number of visits, stay time on the website is also available, to the fact of commission or not commission of purchase, enrollment of the visited pages.

Among key features of the solution it is possible to call: the single interface for storage and management of leads from chats, messengers and social networks and also forms of requests on the website; a possibility of tracking of the first visit on the website and the first point of conversion in a lead; storage of complete history of addresses; flexible filtering system and segmentations by tens of parameters; the instrument of export of a contact information of clients (a name, email, phone) depending on target use; possibilities of holding campaigns of cultivation of leads and 'reactive' increase in conversion and also assessment of readiness of a lead for the transaction on a stage of a funnel of sales; integration with CRM systems for end-to-end analytics.

Integration with Facebook

The LiveTex company suggests business to communicate with the clients on social network Facebook through the platform for omnichannel communications in digital channels. The updated solution will allow the companies users to build effective dialog with target audience in a usual format, increasing sales and raising a customer loyalty. The first in Russia Sberbank seized the new opportunities.

The provided innovations allow to reduce significantly a response time of the call center operator by the request of clients made through official community of the companies in Facebook — now the employee does not need to keep the social network which is separately opened the page or to check email, questions of clients accumulate in the LiveTex application for omnichannel communications, working by the principle of "single window".

Moreover, the updated platform suggests businesses to create the first support line of the clients in Facebook through automation of interaction with users of the messenger by means of connection of chat-bots (the interactive programs allowing to implement possibilities of self-service of clients within the messenger). At the same time, the client of the company from the self-service mode using the chat-bot can always pass to communication with the call center operator directly into Facebook Messenger.

2015: Integration with "Bitriks24"

On December 21, 2015 it became known of integration of functionality of LiveTex into CRM "Bitriks24"^[1].

Screenshot of application window 2015

The application is developed by Pinall company. It integrated tools CRM "Bitriks24" with LiveTex services. The product is simple in installation and works for free.

The web chat and the Generator of leads are integrated into the application. Via these channels visitors of the website can communicate with representatives of the company in real time, order calls and to leave contacts for communication. All information from channels is automatically transferred to CRM.

Screenshot of application window 2015

According to logic of operation of application, the contact information left in prechat fields or offline form is verified with the available leads, contacts and the companies of century CRM "Bitriks24". Then search of duplicates is carried out. If like that is found, information on interaction with the visitor (the history of correspondence, a contact information, etc.) is transferred to a live tape of the company or the client. If duplicates are not found, the new lead is created.

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Notes