LiveAnswer
Company: LiveAnswer
Company Description: Say goodbye to voicemail and hello to LiveAnswer. The answering service solution for small business. Through strategic partnerships with the call centers around the world, LiveAnswer provides the highest quality call agents as well as access to the LiveAnswer platform. The platform offers fast setup, one of a kind script builder, call intelligence, call tracking and powerful integrations.
Nomination Category: New Product & Service Awards Categories
Nomination Sub Category: IVR or Web Service Solution – New
Nomination Title: LiveAnswer - Customer service like no other
Tell the story about this nominated product or service (up to 525 words). Describe its function, features, benefits, and sales to date: TEXT REDACTED FOR PUBLICATION
Our society has seen a dramatic shift towards less personal interactions, both in our private and professional lives. Phone calls have been replaced with text messages, emails and tweets.
Yet, when it comes to customer service, there is still a strong inclination towards direct customer engagement. Meaning, more and more people want to speak directly with a business. They don’t want to enter endless strings of numbers into an IVR system, only to find a voicemail waiting at the end asking them to leave a message that they can’t be sure will ever be returned.
Customers want real interactions, with real people.
However, hiring full-time employees to handle fluctuating call volume can be costly and expert call centers require high volume commitments that are almost impossible for small businesses to meet.
So what if you could pool all calls of all small businesses and then take those calls to the expert call centers and use the collective buying power of these small business to receive competitive pricing and the best call center agents in the world?
Well, then you’d have LiveAnswer, the answering service solution for small businesses. That’s only one part of it. LiveAnswer is also the answering solution for call centers.
20% of any given day, a call center agent isn’t taking calls. With 10 million agents in the U.S. alone, this time quickly adds up. No amount of forecasting can predict the daily fluctuations in call volume. Inevitably you will have an agent without a call.
Through strategic partnerships with call centers, LiveAnswer is filling those agents’ time. Anytime an agent isn’t handling their regular calls, they simply pluck a LiveAnswer call from the queue. If they’re busy, no worries, there’s always another agent to take the call. Call centers love it because that means they don’t have to hire new agents, they can simply maximize the time of the agents they already have.
These aren’t just any agents. These agents are the same agents that answer calls for the leading insurance firms, technology companies, customer service centers and other Fortune 500 companies. LiveAnswer is able to offer these highly trained call agents to small businesses, guaranteeing the highest quality of agents.
Beyond the quality of the agents, LiveAnswer has also created a platform that allows small businesses to maintain control of their scripts. For most answering services and call centers, the smallest change to a call script could take hours to days to take effect. With the LiveAnswer platform small businesses can drag and drop script elements and then edit on the fly. The moment they hit save, our agents are able to see the changes.
Customers can receive calls via email or text. They also have call intelligence including social profiles for their callers, geo-location, as well as live call monitoring or post-call playback.
LiveAnswer offers call tracking through unique phone number placement and powerful third-party integrations with SalesForce, MailChimp, Zendesk and more..
With all of this you can see how LiveAnswer is not our typical answering service.
Provide a brief (up to 125 words) biography about the leader(s) of the team that developed this nominated product or service:
Adam Boalt is the quintessential entrepreneur who builds innovative businesses by focusing on customer acquisition and retention. Adam has a successful track record of creating thriving businesses in fragmented and antiquated industries. He co-founded one of the largest travel document expediting services, which was voted #1 by the Wall Street Journal for speed and customer service. Adam then set his sights on the direct mail industry and was featured in Entrepreneur Magazine after building another technology platform that doubled industry standard response rates. He’s now focused on the call center industry with his latest venture, LiveAnswer.