LinkLive Chat is a first of its kind innovative chat solution that requires no downloads, no apps and no accounts/passwords for customers to manage. The solution modernizes how guests and customers interact with LinkLive messaging, video and voice services by easily integrating into their pre-existing websites while connecting to our customers and agent’s existing LinkLive Communicator solution.
Today, we have over 500 financial institutions using it and we’re managing over 135K human interactions every day. With our latest release of LinkLive, we set out to modernize the experience for the guest and the Agent. The novel coronavirus pandemic created additional need to enhance the experience for our clients and guests.
This new feature is at the center of a new service that we launched at the beginning of the pandemic, CmyDr.com. It’s a secure telehealth and telemedicine service that connects healthcare professionals with their patients over video. We leveraged the changes we were working on with LinkLive Chat to support and address the increased need during the COVID-19 pandemic. Consumers and Patients do not need an account or an app to download with the new LinkLive Chat. Though traditional web conferencing is focused on parties of 3 or more, LinkLive Chat is focused on the right workflow that supports a one-on-one professional video visit.
Of course, we leveraged all the existing components in LinkLive. The encrypted, compliant video, audio, email, and co-browse capabilities are integrated into your digital channels. It’s everything required of a digital solution that gives your consumers the ability to securely communicate from anywhere at anytime. And, its supported by LinkLive’s skills-based routing to ensure your customers or prospects get connected with available agents with the proper skill sets.
We all want to use self-serve channels until we don’t. That’s when we want to connect with a human. And when you add video, it’s always better collaboration. Not only does this virtual face-to-face interaction help you to solve problems more effectively using a lower cost support structure but also reduces case research and resolution time, giving your customers a superior experience with your organization.
Though telehealth and telebanking services have been available for years, adoption has been quite low. Since the start of the current global pandemic, we’ve seen several questions exist about the security of these services and there is a significant need to find ways to make it easier to connect virtually.
Professionals in healthcare and banking may be using web conferencing services that were not designed specific to the security requirements for a one-on-one virtual video session between a guest and a professional. These web conferencing services lack 3rd party validation for both data content and how that’s utilized, as well as security.
Now, with LinkLive Chat, this means that a bank customer or healthcare patient can easily join a secure video session with their doctor or banker from their mobile device or desktop browser. The solution modernizes how guests and customers interact with LinkLive text-based messaging, video and voice services by easily integrating into their pre-existing websites while connecting to an agent’s existing LinkLive Communicator solution. And, it’s all-in one solution that can be securely integrated behind an ID & Password of your own digital solutions.
In addition to video collaboration, LinkLive Chat enables organizations to enhance digital interactions with customers and patients through capabilities such as secure file transfer and co-browsing.
LinkLive Banking provides easy-to-use secure desktop sharing. Customers can see up-to-date agent or banker availability on your website, and click on a link to launch a secure browser-based web chat session. Customer service agents can launch secure screen sharing sessions to facilitate troubleshooting and client education, while encrypted file transfer allows for the secure sharing of documents.