LinkLive Reviews

We run a transfer center at a large, local hospital system called Banner Health. We use LinkLive's VoIP phone system to answer the phones, and the chat features for internal communication among our agents who answer the phones. We transfer patients from one hospital to the next, usually for a higher level of care or for a service not provided at the sending facility. These are, usually, very critical transfers that are high-risk, life-on-the-line types of situations. We lean heavily on the reliability and the stability of the platform.

Prior to our time with LinkLive, telephones and their reliability were a big deal. That was always something we were working on and dealing with. Now, it's nice to not have to think about it, because it's just reliable. It's there. It's chugging along. It does what it needs to and it's never an issue.

We get phone calls from physicians who have a patient in front of them who's having a stroke or a heart attack and it's vitally important that our communication methods are reliable. For all those reasons, LinkLive has been a great partner for us.

Also, we have phone call recordings that we review regularly and that is another one of the big wins that we've seen from it, the ease of pulling those phone call recordings. We regularly have to investigate patient transfers, why they went well or didn't go well—sometimes it's related to litigation—and it's always pretty quick to pull the recordings out. They're pretty well-categorized and itemized within the LinkLive system.

We are a statewide health and human services referral system and we handle about 300,000 contacts a year via phone, text, and chat. Individuals call and they may have needs for things like rent payment assistance, food pantries—a whole host of things—and they contact us. We use LinkLive for our phone and our chat.

As a health and human services referral system, we operate quite differently than a regular call center. Our call abandonment rate has very little to do with our communication system and everything to do with our capacity. One thing I have noticed is that our wait times have gone down, and I attribute that to the functionality of LinkLive and its efficiency. Calls aren't dropping and they aren't getting stuck in queue and holding up other calls behind them.

LinkLive's reliability has helped us maintain continuous calls and reduced customer frustration with dropped calls. We can make quick changes as we need to. The call quality is better. We don't have as many weird VoIP issues that you might have sometimes with bad internet connections. The interface itself is very efficient, so we're able to collect a lot of good data.

We are a financial institution. We have a call center that is staffed with live agents, and we wanted them to be able to interact with our customers via chat as well. Therefore, we needed a solution that was secure enough for our digital banking environment. While we could find something to put on our website, we also needed something that was secure through our digital banking provider. The partnership with LinkLive has been able to do that in an environment where the chat provider was secure enough to be housed within our digital banking environment, which contains customers' financial and personal information. That was our biggest issue and the deciding factor for us in going with LinkLive.

Right now, we just use it on the customer service side. Those customer service requests come in from our website, as general traffic, and also within our digital banking environment.

Being a financial institution, information security is very important. Personal information and identifying information are our top priority when dealing with customers. LinkLive gives us the flexibility to be able to authenticate users without us having to re-authenticate them. When you are dealing with 20 to 30 chats a day, this can save our agents half hour to an hour of time when verifying customers. Having visibility into who we are interacting with on the other side of the chat has been a huge improvement for us.

LinkLive is our primary tool for handling customer interactions in the service center. It offers a comprehensive suite of features, including chat, desktop sharing, video calling, inbound and outbound calling, and automatic desktop recording. Additionally, LinkLive facilitates appointment scheduling and campaign management. Its versatility makes it an invaluable asset for our team.

We were tasked with establishing a call center for the financial institution, which did not have one previously. Together with LinkLive, we deployed the call center throughout the organization, initially focusing on serving our customers.

We observed the time to value after the first year, and its worth truly became apparent as our volumes increased and our customers grew more accustomed to it. Once we resolved any initial teething issues, we fully grasped the value of LinkLive.

It is utilized by multiple departments, but the true active use by one team within the customer service center. It is also accessed by a couple of other departments, including marketing and residential lending.

LinkLive makes us more progressive in terms of efficiency and productivity. It is just a better customer experience.

If we need to send an encrypted, secured message to a member or a client or a vendor, we can send it through the LiveLink app and we know it's secure and that we don't have to worry about confidential information being leaked.

With this solution we have better communication with our members, who, outside the credit union business, are what you call customers. We're able to support them where they are. For example, if they're trying to log in to the online banking platform and they can't get in, they can hit the Chat feature and talk to us directly and we can help them.

My staff has the ability to multitask and not only help members but continue doing other stuff between the chat sessions. It's more efficient for my staff, but, at the same time, more responsive for our members. They don't have to pick up the phone and call us and say, "Hey, it's not working." A lot of times, members are able to share their screens with us and we can see what they're doing wrong and help them get logged in to the system. Or if they want to find out about rates, or have a question about their account, we can respond and it cuts down on calls to the office itself.

It also helps reduce complexities in our communication. When a member is dealing with a financial situation, the quicker you can respond to that member and get them the answers that they need, the more at ease the member will be and that strengthens the relationship. It cuts down on members being angry because they're on hold waiting for a person to pick up the phone. I feel they're getting quicker response times when they hit the Chat, and we're able to resolve their conflict much quicker. It is a better experience for our associates and our members.

We are in the digital banking department, so we use LinkLive to help people troubleshoot their online issues.

Before we had LinkLive, we couldn't see the customer's screens, so we had to go off what they said. However, they might not be clicking where they say they're clicking, or they could be on a completely different page than we think. The screen-sharing capability is fantastic. It has shortened phone calls that used to last 20 minutes down to five minutes.

LinkLive provides a central location for all its communication channels, which is critical. Internally, we still use Teams just because we already had Teams, but because we have Scheduler with LinkLive, everything is in the communicator portal. 

We also have a chatbot that the customers can go through, and I think many of our customers notice the chat button more when they're online. It's pretty neat to have people begin to use the chat.

The chatbot has helped reduce the call volume because it can answer simple questions. For example, I had a chat where this girl only wanted to know how much a bank check was. Instead of calling, she asked the question online, and I could answer her in five seconds.

We use it for online chat.

With the online chat, customers do not have to call in and more people can assist with a customer. Our customers are liking the fact that everything is online. They don't want to call in and they don't want to come into the bank. They can do it right from their mobile devices or their computers.

We have very few abandonments on it. More customers are getting taken care of, and that means we are seeing customer satisfaction.

Overall, LinkLive has helped us keep pace with the times. It has made us more competitive giving us another service we can offer customers.