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Liverpool Victoria links up customers to online 'live chat'

21 November 2006
Insurance company Liverpool Victoria has announced the launch of an online customer service facility which will give customers 'live' help.

The company, which offers motor and home insurance online, says online real-time chat with a customer service representative will allow customers to ask questions as they come up.

Over 90 per cent of the new facility's users have rated their experience as 'good' or 'excellent', according to Liverpool Victoria's research.

The new service will also identify customers who are having problems with the web page and introduce them to a customer service representative without a request for help.

Robert LoCascio, chief executive officer of LivePerson, who power the technology, said: "By proactively offering chat to consumers that need assistance, Liverpool Victoria is … bringing a human element to the web experience."

Last week, First Direct also focused on increasing the human dimension of customer service communications, launching a videophone facility to allow customers to communicate with a customer service representative 'face-to-face'.

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