LiveXchange
remote-enabled workforce for CX excellencE
Company Summary
LiveXchange is a Canadian technology company that provides enterprise software for organizations managing remote customer experience (CX) teams. Its GigCX platform enables businesses to recruit, onboard, schedule, and manage a global network of on-demand customer service professionals, helping companies scale support operations while reducing costs and improving workforce flexibility.
LiveXchange Website Redesign
As part of my work at Treefrog Agency, I led the user experience strategy for the redesign of the clients outdated portal and website. Working closely with stakeholders, I mapped user journeys and information architecture to create a seamless experience that clearly communicated the platform's complex SaaS offering. My responsibilities included developing user flows, designing wireframes and high-fidelity UX/UI, and building interactive prototypes to validate navigation, content hierarchy, and conversion paths before development. The result was a modern, intuitive website that simplified a highly technical product while supporting lead generation and improving the overall user experience, which currently serves over 250k+ users globally.
Role:
User Research & Discovery
User Flow Mapping
Information Architecture
UX/UI Design
Interactive Prototyping
Stakeholder Collaboration
Design Handoff
User Flow
performed a site audit
laid out entire site and flows of users/ worked with team members from different department to learn of their blockers to help make informed decisions on site changes.
Case Study
The Business Challenge
Quick Service Food client located in the US
Experiencing labour shortages and unable to staff in store
Inability to flex staffing quickly to match peak volume demands, resulting in unplanned expenses, sales loss
High Attrition leading to frequent hiring cycles
Lacked phone technology to control customer traffic between store and call center
Why the LiveXchange Platform
Ability to integrate turnkey staffing as part of overall strategy for call center needs
Access to trained call taking agents dedicated to Pizza Hut
Focus on Service as Value Add
5 Nines or better up time
Call Flow Control: Flexibility to direct 100% calls or less dependent on time of day
Reporting portal, providing analytics for KPIs and trends
Outcomes
Increase in store sales by 30%
Higher average check of between 5%-7%,
Reduction in store operating costs by at least 20%, directly related to balancing staffing towards call center during peak
Abandon Rates below 2%
Better experience in dining room counter (no phones ringing)
Focus on Operations
Improved Guest experience from professionally trained agents
Generating over $150M in annual revenue