Thursday, 07 April 2016 01:14

Singtel deploys chat solution from LivePerson

Steven Fitzjohn, LivePerson APAC Regional VP Steven Fitzjohn, LivePerson APAC Regional VP

Online and mobile messaging solutions provider LivePerson says it has successfully implemented a Web Chat system for Singapore telco Singtel.

Singtel says the system lays the foundation for the company’s real-time engagement with its customers which are part of on-going efforts to better communicate with customers using next generation services.

Candy Chua, Singtel Vice President, Consumer Operation said: “As Singtel continually grows its suite of next-generation communications and digital services, we are also investing in new IT capabilities to support these services.  

“We want to give customers a seamless and effortless experience when they look for information or transact with us.  For example, with the LivePerson web chat, we can proactively reach out to customers to render timely support when they are surfing our website.”

LivePerson (NASDAQ: LPSN) says the cloud-based chat solution allows Singtel to take advantage of  predictive intelligent targeting and behavioural intent tools  to enhance web assistance services and customers’ overall communication experience with Singtel.

According to Steven Fitzjohn, LivePerson’s APAC Regional Vice President “there is a gap between the way we choose to communicate with our friends and family-- mostly through digital and social channels, and the way brands communicate with us, which is predominantly through outmoded voice channels”.

“Singtel is differentiating itself by taking action to bridge this gap. It is presenting customers with a channel that is familiar and simple to use, and offers customers a better experience overall.”

The Singtel group, the parent company of Optus, with a presence in Asia, Australia and Africa, claims 595 million mobile customers in 25 countries.

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Peter Dinham

Peter Dinham - retired in 2020. He is a veteran journalist and corporate communications consultant. He has worked as a journalist in all forms of media – newspapers/magazines, radio, television, press agency and now, online – including with the Canberra Times, The Examiner (Tasmania), the ABC and AAP-Reuters. As a freelance journalist he also had articles published in Australian and overseas magazines. He worked in the corporate communications/public relations sector, in-house with an airline, and as a senior executive in Australia of the world’s largest communications consultancy, Burson-Marsteller. He also ran his own communications consultancy and was a co-founder in Australia of the global photographic agency, the Image Bank (now Getty Images).

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