The New Product Allows Customers to Route Their Queries to Crowd Service Ambassadors and Improve Customer Service
Limitless, the UK-based inventor and provider of a SaaS platform offering crowdsourced customer service, has announced its latest product – LimitlessLiveMessenger™. LimitlessLiveMessenger is an asynchronous messaging product that can be easily deployed on any website and provides businesses with direct access to Limitless’ on-demand Crowd Service® platform.
LimitlessLiveMessenger Could Cut the Typical Customer Service Costs
LimitlessLiveMessenger, the new product, allows customers to route their queries to Crowd Service Ambassadors – loyal customers or employees who provide customer support and helpful responses within a matter of minutes. Conversations resolved by the crowd are between 50-75% cheaper than typical customer service costs.
Currently, Limitless provides a fresh approach to customer service through intelligent routing, AI, reward and reputation mechanisms that allow brands to route inquiries to a pool of their own loyal customers and employees.
Limitless’ blended AI solution uses machine learning to help businesses achieve their contact diversion targets. The AI suggested responses are based on historic conversations which include sophisticated quality checks that constantly adapt to enhance performance. A live feedback loop aggregates reputation scores and peer-to-peer reviews which are all fed back into the machine learning algorithm to continuously improve and maintain the accuracy of the AI answers and the crowd’s performance. Where a human is more suited to the engagement, customer questions are routed to the on-demand Crowd Service Ambassadors.
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Brands Can Deploy LimitlessLiveMessenger Within Hours to Unlock Resources and Attract New Pools of Skilled Talent
LimitlessLiveMessenger™ can be easily deployed onto any website creating an instant way to deflect customer inquiries to trained Ambassadors. It integrates with all major customer relationship management systems (CRM), including Salesforce, Zendesk, Genesys, HelpShift and Oracle Service Cloud, so all customer interactions are returned to the CRM, ensuring a full contact history and a single view of the customer is maintained.
Roger Beadle, co-founder and CEO of Limitless, says, “LimitlessLiveMessenger™ allows brands to deploy a simple but effective digital channel; a seamless and cost-effective way to blend AI and human interactions to provide world-class customer service. Our existing clients have already seen a dramatic increase in customer satisfaction with queries being answered in less than five minutes and customer satisfaction above 90%.
Roger added, “With the rise in demand for asynchronous messaging, we realize there is a hunger among companies for greater agility and flexibility to manage contact volumes, 24/7. But we also understand that this creates huge resourcing challenges. LimitlessLiveMessenger™ provides a plug-and-play solution, which brands can deploy within hours to unlock resources and attract new pools of skilled talent within their own customer base. We are excited to provide our clients with the unique opportunity to create an on-demand support team which better reflects their customer base and reward their own customers at the same time.”Â
Limitless Live Messenger® Is a Great Step Towards Building Customer Centricity
Nigel Watson, CIO at Northumbrian Water, one of the first businesses to adopt the solution, said, “Being a customer-focused business is of utmost priority to us and is one of our key corporate values. Leveraging our loyal customer base using Limitless Live Messenger® is a great step towards maintaining our core focus on customer centricity.”
Household brands such as the Daily Mail Group and Northumbrian Water have implemented LimitlessLiveMessenger™ on their websites, while several more including National Express will soon have this new feature deployed as a key contact channel on their websites.
With LimitlessLiveMessenger™, Limitless will continue to raise the bar for customer support, using asynchronous messaging to ensure customer interactions are seamless from the customer’s point of view, making for highly meaningful and rich conversations.
The Limitless Crowd Service® platform trains their AI algorithms to handle increasing numbers of lower value, simple inquiries autonomously. Leaving the Ambassador crowds to handle higher value and more complex inquiries. Limitless was co-founded by Roger Beadle and Megan Neale and is supported by investment from Unilever Ventures, Downing Ventures, and various angel investors.
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