LiveEngage Update - March 2016

LiveEngage Update - March 2016

 

There has been a few updates to the LiveEngage interface over the past month, and I wanted to share them with you here:

 

Survey Branching

 

Survey branching allows for your surveys to be more dynamic by having specific survey questions appear in response to answers to other survey questions. With Survey Branching, these dynamic surveys can be utilized in LiveEngage. Survey branching is applicable to all survey types, including Agent Surveys, Pre-chat, Post-chat and Offline Surveys.

 

 

* This feature requires technical deployment by LivePerson PS. You can contact your LivePerson Account Team or LivePerson Support to setup this feature.

 

ID&V Widget

 

The ID&V Widget helps support customer identification and verification by allowing for your CCPs to send a customized verification form during chat. An example questions from the form is, “Enter numbers 1 and 4 from your PIN”.

 

 

* This feature requires technical deployment by LivePerson PS. You can contact your LivePerson Account Team or LivePerson Support to setup this feature.

 

Secure Form

 

The PCI Secure Form in chat supports sending secure data such as credit card details, SSN, etc. from the visitor to the CCP in a PCI compliant environment.

 

The form will be available for CCPs to offer to any customer during a chat session.  As the Engagement Window is responsive, the form will also be responsive for web or mobile users.

 

The PCI form will be available in all the languages that the engagement window supports.




 

* This feature requires technical deployment by LivePerson PS. You can contact your LivePerson Account Team or LivePerson Support to setup this feature.

 

Conversion Outcomes

 

The conversion outcomes is a new addition to the agent workspace that allows for CCPs to report on a conversation outcome or business activities that occurred during a conversation with a consumer, for example, lead created, transaction or service activity completed, to help you track your conversions or goals.

 

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You can read more about conversion outcomes here: https://ce-sr.s3.amazonaws.com/CA/Campaigns/Conversation%20outcomes.pdf

 

CoBrowse Configuration

 

Through the “night vision” mode, you can now choose to enable or disable the CoBrowse feature for CCPs. In addition, you also have the ability to choose which mode is available to your CCPs, view only, shared, or both.

 

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You can read more about configuring CoBrowse here: https://ce-sr.s3.amazonaws.com/CA/Agent/How%20to%20configure%20cobrowse.pdf