About LivOn Labs
LivOn Labs Revives Their Call Center with Contivio
LivOn Labs offers Vitamin C and a variety of other high quality liposomal supplements that are easily absorbed by the body to deliver the maximum targeted dosage quickly and efficiently. Founded in 2004, they were the first company to bring Liposome Encapsulation Technology (LET) dietary supplements to consumers.
”Contivio’s software helped bring our contact center into the 21st Century.
Had limited reporting and no direct access to call recording
Weren’t able to make configuration changes on the fly
Small in-house team always needs to operate at maximum efficiency
LivOn Labs’ mission is to educate and empower customers to take control of their health. In order to provide the best advice, their in-house agents review past history, notes, and call recordings to fully understand their customers’ needs. With their old PBX system, LivOn Labs did not have easy access to call recordings, and without NetSuite integration it was too time consuming for agents to keep customer records up to date within their CRM.
Since LivOn Labs’ products require a lot of training and knowledge, they manage a small team of experts in-house who specialize in product-specific questions. For more general questions, they refer customers to a third party call center to help handle the load. With their limited amount of internal resources, it is important to maximize each agent’s time and implement an IVR flow with options that route either to an internal agent or their outsourced call center depending on the time of day and the customer’s request. Their old system did not provide a GUI administrative portal to make configuration changes on the fly, so they found it was difficult and time consuming to make minor changes to their routing rules, queues and agents.
In addition to the lack of self-service administrative capabilities, their old PBX plan didn’t offer reporting metrics beyond their monthly bill, which made it difficult to gauge how their Call Center was operating in real time. Before they decided to switch phone systems, LivOn Labs dedicated valuable resources to listen to phone calls to get visibility into what customers were calling about and how long each call took. With their new software, LivOn Labs was looking forward to having real-time reports that displayed call volume, average call duration and the customers’ top reasons for calling.
Before going live with Contivio, LivOn Labs researched several other cloud call center solutions that offered NetSuite integration, but found that Contivio’s integrations, price point, and flexibility were the best fit for them.