Liverpool Victoria is expanding its motor and home insurance online offering by introducing ‘Live Chat’, a live online assistance service.
Live Chat offers online customers 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 the service has proved easy to use, with an average waiting time of just 15 seconds, and the average discussion with an adviser lasting eight minutes.
More than 90% of users say that their experience of the new facility is “good” or “excellent”, said Liverpool Victoria.
Provided by LivePerson’s Timpani Sales and Marketing platform, Live Chat is accessible on demand during Liverpool Victoria’s UK-based call centre hours.
The service will also be offered proactively to consumers where the system detects the user is encountering difficulties or leaves the web page without having fully completed the quotation process.
Live Chat is also available on Liverpool Victoria’s business partner websites under the What Car? and Frizzell brands.
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