Co-browsing solutions company LiveLOOK, Inc. has a lot more to offer than meets the eye. The company focuses on enhancing and transforming customer engagement, a process that is highly beneficial when it comes to customer service and interaction.
LiveLOOK, which participated in the recent ITEXPO (News - Alert) event in Miami, enables clients to bring a screen sharing experience to customer service and online sales interactions. According to Michelle Brusyo, marketing director, the company’s solutions are built to be both secure and private.
“What we’ve done there is make that process instantaneous with no downloads or plug-ins required,” Brusyo told TMC’s Paula Bernier (News - Alert) in an exclusive interview at ITEXPO. LiveLOOK works by enabling customers to add a co-browsing button to any application or website, letting agents and customer service reps share the browsing experience with customers and clients. This can be useful for purchasing transactions, paying bills, or filling out complicated forms in which guidance is needed.
“Insurance companies are onboarding customers with a vast array of technical aptitudes,” said Brusyo. “And they are expected to use these web tools that are in place in these insurance exchanges and do all these activities online, and may not be as comfortable as the markets insurance companies are used to working with.” A co-browsing experience lets agents walk customers through complicated insurance forms and claim processes.
Financial services and banking are also well served by LiveLOOK’s solutions, and the healthcare market is another vertical target for the company. Online retailers can also benefit from co-browsing, not only as a customer service differentiator, but as a means to actively engage with customers as they shop.
“It’s more of a co-shopping experience, very similar to being in a store and walking someone through a purchase,” said Brusyo. She added that opportunities abound for upselling and cross selling and a co-browsing experience can leave customers feeling more satisfied with their entire purchasing experience.
LiveLOOK partners with a number of major customer service solution providers, and the company recently announced a relationship with CRM powerhouse Pegasystems. Other partners include Avaya, BenchmarkPortal, Interactive Intelligence (News - Alert), Moxie Software, and Oracle.
Edited by Cassandra Tucker