Shared Review

Make phone support as effective as face-to-face.

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Co-Review Documents in Real Time

Agents and customers jointly review, markup, and discuss documents to complete paperwork, simplify troubleshooting, and resolve queries in real-time.

How It Works

Agent shares a document with the customer for in-call review. Agent and customer can zoom-in and mark-up specific parts of the document to clarify queries collaboratively.

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Use Cases

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Review and Complete

Actively walk customers through documents and agreements to ensure they understand and are aligned to accelerate completion.

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Gain Active Consent

Use active guidance, markup and zoom to ensure customers knowingly and actively complete and consent.

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Resolve Billing Queries

Co-review bills with customers in real-time to resolve billing issues fast, reduce customer frustration and agent callbacks.

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Benefits

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Higher Completion Rates

Guided reviews of policies, contracts and agreements, ensures that customer questions are resolved and intent is realized.

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Reduced Cancellation Rate

Customers are less likely to regret their purchase, post-call due to informed contracting and consent.

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Improved FCR and TAT

Real-time, in-channel, collaboration ensures all sales and service queries are resolved quickly.

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Higher Customer Satisfaction

Agent-customer collaboration improves the overall experience, giving customers confidence in the brand.

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Accessible

Simplify business for everyone, for millenials who are used to doing everything from their cell phones and for the elderly who may need additional visual assistance on in-call.

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Easily Integrated

Lightico’s shared review solution can be quickly and easily integrated into your existing workflows, CRM, agent toolbars and third-party business applications through open APIs.

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Recommended Resources