In early January, we embarked on a quest to find the ideal Customer Support software for our needs. Originally, I intended to document our journey in real-time; however, the whirlwind of activity over the past few months has delayed my recount. Let’s dive in, with the hope that my memory accurately captures the experience.
The Initial Outreach: Our journey commenced on New Year’s Day, sending email enquiries to various providers. The promptness of automated responses was impressive, complete with links to book sales calls via calendar invites. However, some providers based abroad took a different approach, seeking to qualify us as leads in preliminary calls. Frankly, the process felt tedious. All we desired was a straightforward live demo and to have our initial queries addressed.
The Search for Understanding: Being novices in the realm of Customer Support software, we approached the market with a learner’s mindset. We were not prepared to commit without thorough research, even though we had no prior experience with such tools.
Encountering the Giants: We encountered significant roadblocks when dealing with two of the industry’s giants. Post-screening, we were met with a rather dismissive attitude: “Refer to our website for further information.” This was particularly disappointing and, frankly, ironic, given that they were in the business of customer service solutions.
Discovering the Technology: Our research inadvertently led us to learn about Interactive Voice Response (IVR) and Voice over Internet Protocol (VoIP) technologies. The pursuit of a Customer Experience (CX) solution that integrated a softphone feature became an intriguing detour.
Costs and Complications: Many vendors imposed additional fees for onboarding, setup, and IVR configuration. We steered clear of naming these larger brands that seemed to complicate and inflate the process unnecessarily.
A Serendipitous Discovery: LiveAgent:
Our search took an unexpectedly positive turn when we discovered ‘LiveAgent.’ This solution was not on our radar, and it seems it may not yet be a household name among Australian businesses. Their offer of a one-month free trial immediately piqued our interest, and the exceptional online chat support we received was a stark contrast to our previous experiences.
LiveAgent’s platform negated the need for an external softphone, providing a seamless integration within their interface. Upon their recommendation, we purchased a local number from Twilio, which was directly integrated into LiveAgent’s system. They took customer service a step further by programming all of our IVR once we supplied them with the necessary mp3 recordings. The transition was smooth and showcased their commitment to customer care.
Transformative Impact on Our Business:
The implementation of ‘Live Agent’ has been transformative for our operations. The IVR system has streamlined communication, enabling both internal teams and customers to connect directly with the appropriate person without a convoluted process. Moreover, the messaging system provides us the agility to respond swiftly if a call goes unanswered initially.
The ticketing system has significantly improved our internal communications. Gone are the days of cluttered inboxes filled with internal emails, carbon copies, and blind carbon copies. Now, customer enquiries are channelled efficiently to the right person, ensuring swift and organised responses.
Perhaps most impressively, the analytics and automation features of the ticketing system offer us valuable insights into how our time is being allocated. We can see clearly where efforts are spent and adjust our strategies accordingly to enhance productivity and customer satisfaction.
Our advocacy for ‘Live Agent’ is sincere and unaffiliated. The difference it has made to our business is palpable – in the clarity of our inboxes, the efficiency of our customer service, and the insights gained from our analytics. For those navigating the complex terrain of CX software, it’s well worth giving ‘Live Agent’ the opportunity to make an equally significant impact.