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The Rise of the Digital Concierge [Engagement Software]

Posted on 9.18.2014

Contact forms? Static phone numbers? What is this... amateur hour?

Today's savviest businesses are realizing that in order to capitalize on the brief digital moments they have with consumers they need to take it a step further, providing a smooth, seamless engagement opportunity.

The trend has been happening for a while. Groupon just a few weeks ago released booking and reservation feature and live chat providers of all types have been developing solutions that deliver a more useful and personalized service to their prospects and customers.

Back in late July 2014, web engagement software vCita launched vCita LiveSite, providing small businesses in the service industry an opportunity to transform their traditional website an offer an "interactive digital concierge" of sorts to drive additional sales and better service. The L:iveSite Web Engagement platform is a convergence of a client portal, online scheduling software, an invoicing and payments system and a busienss dashboard to keep track of customer activity and history.

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Visitors to a LiveSite-enabled website are prompted with interactive call-to-actions and can immediately engage with the business by sending a message, calling or booking an appointment. Perhaps most unique about teh solution is that clients returning to a LiveSite website are automatically recognized and greeted by a personalized, self-service portal, where they can view past communications, appointments and invoices, directly contact the representative they’ve worked with in the past, schedule a follow-up call or service, upload documents and make a payment.

“We believe a small business can have a big impact while remaining true to its mission and the size that is optimal for its success." said Itzik Levy, founder and chief executive officer of vCita. “Small business needs are often overlooked, especially those providing services. And while it’s easy to find an e-commerce end-to-end solution for small retailers, there is no similar solution for the services industry. When we set out to design LiveSite we wanted to help small businesses acquire, serve and retain customers in ways never before possible, with a simple and affordable solution.”

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