Liverpool Victoria enhances online General Insurance offer
20 November 2006
Liverpool Victoria has underlined its commitment to grow and develop its motor and home insurance online offering by introducing ‘Live Chat’, a live online assistance service.
Live Chat offers online customers the chance for one-to-one, real time, text-based ‘chat’ with a specialist customer service representative. The service will guide the customer through the quote process, answering any questions that may arise along the way, and is designed to add a ‘human dimension’ to purchasing financial products and services online.
Initial customer usage figures show that the service has proved easy to use, with an average waiting time of just 15 seconds, and the average discussion with an adviser lasting eight minutes. Over 90% of users say that their experience of the new facility is ‘good’ or ‘excellent’.
Provided by LivePerson’s Timpani Sales and Marketing platform, Live Chat is accessible on demand during Liverpool Victoria’s UK based call centre hours. The service will also be offered proactively to consumers where the system detects that the user is encountering difficulties or leaves the web page without having fully completed the quotation process.
The Live Chat innovation is also available on Liverpool Victoria’s business partner websites under the What Car? and Frizzell brands, and comes hot on the heels of the friendly society’s announcement of a £150m investment in growing its general insurance business, with the aim of becoming a top five provider.
John O’Roarke, Liverpool Victoria’s Managing Director of General Insurance, said: “Our customers’ journey is at the heart of everything we do, and adding this exciting new service to our online offer is just one step in a long line of investments we have planned to enhance our service and help us achieve our ambitious growth plans.
“We are delighted to be able to offer our customers an improved service experience with a new channel of communication that suits their lifestyles, and we believe this move will strengthen our position in a highly competitive market.”
Robert LoCascio, Chief Executive Officer of LivePerson said: “We’re pleased to be working with Liverpool Victoria to provide a proactive chat capability for their customer base. More and more consumers are choosing Live Chat as their preferred channel of communication, especially when researching financial products and services. By proactively offering chat to consumers that need assistance, Liverpool Victoria is leading by example in customer service and bringing a human element to the web experience.”
