By activating the button, users can select from an intuitive menu tree to contact the right sales or support agent at the first attempt and interact with them using text chat, voice or video.
The Live support window shows them their position in the queue (if all the relevant agents are busy)
Once the session is established both users and agents can even share images or videos or use screen sharing for a faster resolution of questions and issues.
“88% of American Express users that use their video based customer support get first call resolution”
Source: AMEX Keynote at Enterprise Connect 2015
Live Support allows customer support agents to log into their account using a web portal or a tablet application. From there they can manage multiple chat conversations simultaneously or one voice/video call at a time.
