Last week customer service got a different look. LivePerson, a company which provides online solutions that facilitate real-time assistance, partnered with a mobile technology company called Air2Web. Together, they are able to provide AirCARE Mobile Assist, a solution that enables chat agents to engage with consumers from most mobile phones, from any location.
Web-based chat is a pretty bit deal. Using it, customers can have their questions answered in real-time, while enterprises benefit through offering immediate assistance. But these days, many a customer interacts from a mobile device rather than a computer. Enter AirCARE Mobile Assist.
AirCARE Mobile Assist brings to convenience of live chat to your mobile. Now customers can ask questions and get answers via SMS while they're on the go:
Mobile Assist integrates with the in-place chat infrastructure, and chats are sent to existing web chat customer service agents through the console that they already use. Because the solution is SMS-based, it can be handled by most phones without the need to download anything.
Deployment possibilities include:
- Customer care via short codes
- for standard handset users
- On-demand SMS via a chat button
- on mobile website
- IVR to SMS redirection for
- long voice queues
- Resume on-site chat session
- with agent via SMS
- Service notification for flight delays,
- deliveries or appointments
- Text-based promotional offers
"Today's consumer is constantly on the go and demands access to support when and where it fits into his or her world," said Tom Cotney, President and CEO of Air2Web. "We are excited to partner with LivePerson to offer a solution that provides the ease and convenience of text messaging and quality support of live agents to our customers. Our goal is to help our customers build loyalty and trust with their own consumer base through flexible and personalized, two-way customer care."
If you're ready to take your business mobile, check out AirCARE Mobile Assist here.