It is utilized by multiple departments, but the true active use by one team within the customer service center. It is also accessed by a couple of other departments, including marketing and residential lending.
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It is utilized by multiple departments, but the true active use by one team within the customer service center. It is also accessed by a couple of other departments, including marketing and residential lending.
LinkLive makes us more progressive in terms of efficiency and productivity. It is just a better customer experience.
The daily chat functionality is the most valuable, which is the customer communication piece. They have now rolled out many more features that I can talk about, but the most valuable is the functionality to connect with customers.
LinkLive’s single interface makes it very easy for agents to switch between modes on the fly, share files, co-browse, and schedule a follow-up.
LinkLive's security first approach is excellent.
LinkLive provides flexibility to work across multiple channels and business units, and this flexibility is extremely important. However, up until recently, it was not convenient because the camera resided on the laptop but we had VPN on our desktop, which did not have a camera. So, we had to switch between VPN and laptop in order to utilize the chat video.
It doesn't reduce complexities because it is another channel. It is a very effective tool to offer to our customers, but it adds complexity. You need to manage that channel and hold to expectations.
The initial enrollment of employees can be a little bit challenging. It tends to require the need to reach out to Link-Live support to iron out a bug or two.
I would like a live dashboard. I get reports delivered at month's end, so I really don't see live activity at the moment. I don't get daily reports of chat interactions and chat loss. While this could be available in the new release, i.e., the web-based version, I don't have experience in that.
I have been using it for about four years.
There is no maintenance. Once it is up and running, it is very stable. The stability is excellent. It hasn't gone down, not that I am aware of. It is very easy to scale LinkLive.
The scalability is excellent. When we bring on new staff, we have a very simple install process, which includes agent activity and bringing the agent onboard. However, in the future, it would be web-based, which would even eliminate that step.
The technical support is very valuable when needed, which is not often. It is only generally used with new agent onboarding. I would rate them as eight out of 10.
Positive
We didn't use another solution prior to using LinkLive.
We just did the upgrade to video document sharing.
The actual implementation was easy. They had great support who answered every question and held our hands. Perhaps, if they had said, "Hey, if you use VPN," we may not have been at the 11th hour, "Oh, are we going to make an adjustment?"
Because of the effective tool and good experiences, we upgraded to the latest version with document sharing and video. The return on investment has been worth it for us because of the improved customer opportunities for business development.
The benefits were quite immediate. It absolutely has resulted in better customer experiences as well as provided more channels for customers to interact and do business the way customers want to do it.
It was introduced shortly before my engagement. Therefore, I don't have details on the pricing.
It is a great solution. There are not many competitors out there.
It was a complex solution that we adapted to quickly.
My advice is just have a bit more communications with the sales team, getting to know the functionality. This advice is for the desktop-based version. Now that it will be web-based, it may eliminate that.
We have adequate agent coverage. Generally, our abandonment rate is very low. Looking at reports at the month's end, we have done a good job and don't lose many chats. This has been more because of manual internal training and efforts, instead of LinkLive.
We have email, Link-Live, and phone for our communication channels, so it doesn't need to be centralized. It can be decentralized as long as we have access.
The browser-based user experience offered by LinkLive was introduced to us about three weeks ago. Therefore, we are still resident on desktops and laptops. The problem is we won't convert because our bank is merging with another bank. For that reason, we probably won't convert, but we are testing it.
I will be doing a presentation on the application, and perhaps the new bank will be interested in continuing with the solution, but that is unknown.
I would rate LinkLive as nine out of 10.
I'm a system integrator implementing the product for other companies. Typical use cases involve improving interactions with customers in service environments. This could be either a call center setup or using field service agents to service products on-site.
It is straightforward to integrate Service Cloud with third-party tools or other systems.
In most cases, we use MuleSoft as the integration technology when a direct API integration is needed.
I'm seeing more investment in real-time intelligence. This utilizes data, AI technologies like bots, and solutions like Customer 360 to interpret data in real time. This helps agents resolve customer interactions faster rather than having to navigate through multiple applications.
There are a few areas of improvement.
I have been using it for seven to eight years.
It is a stable product. It has been in the market for quite some time, so it is a stable product.
I would rate the scalability a nine out of ten. It is pretty easy to scale.
It is suitable for medium and enterprise-level businesses.
The customer service and support are pretty responsive. The processes are quite established. So, I didn't face any challenges with the support.
There is ServiceNow. People think it is cheaper. But it is suitable for small organizations.
Large organizations prefer Salesforce.
The initial setup is very easy.
I would rate the pricing a five out of ten. The licensing is flexible. Companies pay for what they use.
However, a company with very small needs might find it difficult to justify the cost. Overall, it's in the medium price range.
Overall, I would rate the solution an eight out of ten. I would recommend it to other users.
