LiveXchange

remote-enabled workforce for CX excellencE

Is a technology platform that enables companies to optimize a virtual, on-demand, gig workforce to help them manage their customer operations more effectively and efficiently. 

we are a technology platform that enables our clients to optimize a virtual on-demand workforce.

New version of LiveXConnect operating platform being released

How LiveXchange addresses their needs: 

  • Has an easy to implement PCI encryption solution 

  • You can turn the solution on and off so you only pay for when you need LiveXchange agents

  • Can quickly set up teams to work from home safely and securely with a flexible solution. From 0-100 in thirty days or less

    • You manage on your own with our tools and resources - save money, you have full control and full visibility - exact opposite of the BPO. 

  • We give full control and visibility of the process back to the client

tone:
 Friendly, informative, matter of fact. 

  • An all-in-one self-managed solution for customer service overflow that is up in running within 30 days. 

  • Always on when you need extra customer service support

  • A self-managed platform that delivers complete control over the management of your own GigCX team.

  • A team of highly-trained GigCX reps that work only when you need them. 

  • Only use when you need, saving cost and building profit.

Spearheaded the UX strategy for the redesign of an outdated portal for the client, LiveXchange, enhancing their remote call centre technology and labor management system, which currently serves over 250k+ users globally.

Role: Userflow, UXUI, Prototyping

livexchange.com

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 changees.

Customer journey map

  • Select tools to integrate 

  • Clean up and augment the CRM (ex. Build marketing automation for lead, prospects, long-term clients, etc.)

View Detailed PDF

Every decision we make is shaped by a clear sense of purpose.

QSF 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

Whatever you're building, we're here to help you take the first step with confidence.

  • We're a team of passionate thinkers and doers, dedicated to building with purpose and clarity. Collaboration and curiosity drive everything we do.

  • We believe in keeping things simple, smart, and human. Every project starts with listening and ends with something we're proud to share.

  • From startups to seasoned brands, we partner with people who care about doing things right—and doing them well.