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IVR - nanoRep, LivePerson Improve Business for Online Merchants
IVR
November 16, 2011

nanoRep, LivePerson Improve Business for Online Merchants



By Anuradha Shukla, TMCnet Contributor

Help-desk software company nanoRep is improving customer service for online businesses during the holidays by integrating with LivePerson's (News - Alert) intelligent engagement platform.


This integration will increase the simultaneous and total number of live chats for online businesses who can provide this service without hiring expensive seasonal support reps.

The partnership between two companies will enable online merchants to automatically display relevant answers from their nanoRep self-learning knowledge base inside a live chat when they relate to a customer’s discussion.

If a customer wants to know the status of a product order he will be able to see a nanoRep-generated instant answer regarding delivery time just below the text field.

A nanoRep link to the item’s webpage, or sale information relating to the item is available when a relevant promotion is underway.

nanoRep and LivePerson product integration also offers other advantages including increase in support reps’ efficiency and helping more chat sessions focus on problem resolution or sales.   

“LivePerson’s platform has always embraced innovation like proactive chat and skills-based routing to bring value from business to consumers through real-time communications,” said nanoRep CEO Doron Herzlich. “nanoRep is proud our partnership with LivePerson will help businesses all over the world use live chat to engage more holiday shoppers than ever before – and reduce help-desk ticket escalation up to 92 percent.”

“Many businesses have to do more with less this holiday season, and integrating with LivePerson allows us to help them maximize resources,” said Herzlich. “When a chat session leads to a new issue being successfully resolved, both the questions and answers are learned by nanoRep and added to the knowledge base. A single chat session now has the power to resolve the same issue instantly for millions of customers in the future.”

Read a related article at TMCnet “Web-based Support Option Pleases Customers, Staff.”


Anuradha Shukla is a contributing editor for TMCnet. To read more of her articles, please visit her columnist page.

Edited by Juliana Kenny


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