Liberty Global has signed up LivePerson to enable its subscribers to message rather than call its customer services teams.
The operator has implemented the US-based vendor’s LiveEngage platform across six of its markets as part of a wider digital transformation push.
Customers of Virgin Media in the UK and Ireland, UPC in Germany, Austria and Switzerland, as well as VodafoneZiggo in the Netherlands are now able to engage in conversational two-way messaging with their provider to solve issues or get answers to queries.
Liberty’s other markets are set to follow these six opcos, although the company did not provide details.
According to LivePerson CEO and founder Rob LoCascio, businesses that have implemented messaging have doubled customer service agent productivity versus voice-based interactions, saved on labour costs, and significantly increased satisfaction scores.
A Forrester and Virtusa report earlier this week found that telcos are lagging behind their counterparts in other industries when it comes to digital transformation.
Melanie Longdon, VP of Customer Experience Operations at Liberty Global, said: “We understand that the lives of our customers are fluid and demanding.
“We simply don’t have time to wait for answers to our questions – that’s why we are messaging each other more than ever in our personal lives.
“Knowing this, we are using LivePerson’s market-leading technology to ensure Liberty Global goes fully digital, and align with consumers, empowering them to use our services on their own terms and at their own pace, for a best-in-class experience.”