When Livanos learned that Aircall was only going to cost a quarter of what the APAC team were paying for their previous solution, he almost thought it was too good to be true. "The costs increased to a point that just wasn't scalable" Livanos said. As Lightspeed grew in APAC, the per-user cost grew rapidly with it. Things got complicated - so complicated that if someone who wasn't an expert tried to change anything, they risked causing trouble across multiple systems and departments. Unfortunately, that led to a lot of configuration and maintenance work to integrate it with all of its other key business applications. In APAC, Lightspeed had been trying to stitch all this together with its phone system by using technology from Talkdesk. Additionally, with Zendesk, we need an integrated phone system that automatically logs any calls that are coming in by creating a ticket, and that catches any notes and recordings at the same time." The Dangers of the Domino Effect With a two-way sync back to Salesforce, we have a really strong system of record. "We overlaid this with HubSpot as a marketing platform, which has allowed sales and marketing to work closer together.
In regard to Lightspeed’s APAC hospitality arm: "Salesforce is our primary CRM and has a strong integration with our other tools," Livanos said. That means each department is equipped with the best tools that suit their role. Inside the company, meanwhile, Lightspeed has always been just as committed to providing choice and flexibility to its team. No matter what method they use to communicate, customers depend upon the same speed and responsiveness. Lightspeed recognised that customers might also want to reach out through other channels, for instance, like SMS, chat or web forms.
LIGHTSPEED VOICE CUSTOMER SERVICE SOFTWARE
More often than not, the challenges Lightspeed's customers face involve what Livanos calls "the trilogy" - the interplay between hardware, software and humans.īuilding upon the great customer experience Lightspeed offers has had its challenges, though. "It lets you deliver a level of service you can't necessarily achieve elsewhere, and the hospitality industry particularly values that." Keeping It Human "In terms of human connection, delivering amazing experiences and getting awesome feedback, nothing beats our inbound and outbound phone solution," Livanos said. And according to Angelo Livanos, Lightspeed's Director of Support and Operations, APAC, they want to reach a real person on the other end. They need to be able to pick up the phone. When they need help with their Lightspeed solutions, though, companies in those environments may not have time to type out a detailed email.
Lightspeed was founded in Montreal, but it has grown significantly in Australia, where small to medium sized businesses across retail and hospitality use its advanced commerce platforms.
Lightspeed enables merchants to effectively manage everything from point of sale, to e-commerce, payments, inventory and loyalty.
Today, retailers and hospitality companies turn to Lightspeed as their one-stop commerce platform to simplify, scale and provide exceptional customer experiences. 5 consecutive years on the Inc.Traditional cash registers are becoming increasingly obsolete as businesses seek out point of sale (POS) solutions that better support a seamless customer experience.GrowFL “Florida Companies to Watch” recipient.Lightspeed Voice has received multiple awards and recognitions, including: We are located in sunny Venice, Florida, and employ highly trained techs, developers, onboarding staff, and sales team members. Our customers are insurance agencies, pet stores, churches, schools, hospitals: our phone and CRM services are customizable to any business model. Lightspeed Voice offers premier, cloud-based VoIP and unified communications platform services for small to mid-sized businesses.įewer service interruptions, competitive pricing, and US-based, white glove customer service are just several things we provide to every customer, every time.
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