LiveLOOK Helps Northrop Grumman Federal Credit Union Ease Transition to New Banking Platform

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A Case Study of Co Browse Technology in the Contact Center

This is something we can’t live without going forward. If I said we had to take away co browse, there would be a huge uproar in the support department.”

Rob Harloe, VP of Technology at Northrop Grumman FCU

LiveLOOK customer Northrop Grumman Federal Credit Union recently shared how LiveLOOK's patented co browse solution helped its customer support team guide members through an online banking system transition, and how the technology continues to help agents quickly and efficiently assist online customers.

Upon implementing LiveLOOK’s Co Browse solution in their call center, the team at Northrop Grumman found that:

  • Reps were able to better assist members
  • Members were very appreciative of the reps’ ability to walk them through the process of resolving their issues visually
  • In 100% of calls in which Co Browse was utilized, the MSR team was able to resolve the customer’s issue

LiveLOOK’s co browse technology has been adopted by companies across the globe to improve customer service, increase first call resolution rates, reduce call handling times, improve online sales conversion rates, enhance customer experience, and more.    

"We are always pleased to hear about the ways LiveLOOK’s co browse technology helps companies improve their customer service programs,” said Igor Khalatian, LiveLOOK founder and CEO. “As Co Browse becomes more prevalent, we’re hearing that more and more customers are asking about it when they call in with a question or problem, like Northrop Grumman has experienced.”

Download the full Northrop Grumman FCU case study here.

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Michelle Brusyo

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