I recently had the pleasure of interviewing Linda Ziemba, Vice President of Business Development for LiveLOOK. This incredible new start-up is changing the way companies and salespeople interact with customers and prospects on-line.
Jeb: I'm always on the lookout for tools that help me increase sales while at the same time reduce my costs. I've had a chance to check out your new technology and I'm impressed. Can you tell me more about LiveLOOK?
Linda: LiveLOOK is first ever stand-alone, no-download Co Browsing web collaboration software letting users of content management self-service portals show their screens to someone for assistance.
Jeb: What I really like about LiveLOOK is that it is instant access co browsing. Unlike a lot of other programs on the market my customers don't have to download software and they don't get confusing security warnings. It is truly no-hassle and we are able to get right down to business.
Linda: That's why we believe LiveLOOK is so special. As customers see less differentiation among products and services on the market, they are valuing their customer experiences to choose where to do business.
Jeb: You've got that right. Customer service and responsiveness is the real differentiator in today's market.
Linda: According to Gartner Group, it costs $7.50 to handle a customer transaction with a rep and only $.50 via web self-service. But since 65% of customer self-service transactions end up with a customer service rep, there is clearly a need to assist customers in using self-service applications.
So we integrated LiveLOOK with leading customer-interaction-centric products like RightNow and nGenera CIM (formerly Talisma). This is important because LiveLOOK services can now be integrated to an organization's own self-service applications. With a simple eight lines of html code, customer service professionals can add Co Browsing capabilities to their custom portals and quickly differentiate themselves from their competitors.
Jeb: That's impressive. Do you have any examples of companies who have successfully integrated LiveLOOK?
Linda: Quicken Loans, the country's #1 online mortgage lender, is great example of multi-channel customer service. The company utilizes both LiveLOOK and online chat via Instant Service, to help clients find the right mortgage and then successfully sign their mortgage documents online. Quicken Loans mortgage bankers and client care specialists can help guide a person through electronically signing their mortgage documents, helping the client close their loan more quickly and easily.
Jeb: I love your passion for LiveLOOK.
Linda: We really believe in our product. LiveLOOK delivers the best customer experience on the market today. Unlike second-generation Co Browsing solutions, LiveLOOK truly operates with no download and never writes anything to the computer disk which means consumers do not have to click to accept up to five different warnings of the risk of bypassing their security systems of firewalls, anti-virus, anti-spyware and other security-related behavioral systems. In fact, some web collaboration systems operate exactly as malware does: downloading software onto a computer, writing to the disk and then erasing evidence it was ever there.
Jeb: Thanks for taking time to talk with me today. Where can our readers get more information about LiveLOOK?
Linda: I encourage your Sales Gravy readers to download our free whitepaper "Seven Surefire Ways To Increase Sales Conversion With Co Browsing & Screen Sharing."
Jeb Blount is the founder and publisher of SalesGravy.com, the most visited Sales Content website on the internet. He is the author of Power Principles and the just release Audio Book: Sales Guy's 7 Rules For Outselling The Recession.
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