In a competitive customer service environment, companies are turning to "white-glove support" as a way to set themselves apart. This approach focuses on delivering personalized, high-quality interactions that make customers feel valued and understood.
Industry research shows the importance of these interactions. According to McKinsey & Company, 70% of buying experiences depend on how customers feel they are treated rather than just the outcome of their inquiry. As automation and AI handle more routine questions, the human element becomes increasingly important for brands seeking to stand out.
Gartner reports that 89% of companies now see customer experience as their main area of competition, above price or product. With more choices available, customers will not hesitate to leave after a negative interaction. Companies risk damage to their reputation if they fail to meet expectations at every point of contact.
White-glove service is described as intentional and impactful rather than extravagant. It includes agents having access to customer history so callers do not have to repeat information, matching inquiries with representatives best equipped for specific situations, and focusing on empathy as much as efficiency.
A recent case study highlights this approach in action: One of the top five U.S. insurance providers used Liveops during periods of high call volume caused by catastrophic weather events. Licensed agents with insurance expertise were able to quickly respond while maintaining customer satisfaction scores above 90%. Customer feedback noted the compassion and clarity provided under stressful circumstances.
Liveops states that its network of certified agents delivers quality service across industries such as retail, healthcare, insurance, financial services, travel and hospitality, government services, energy and utilities, and telecommunications. The company emphasizes that white-glove support is central to its business model.
"At Liveops, customer service quality isn’t an afterthought—it’s the cornerstone of every program we build. Our network of experienced agents delivers quality customer service across industries, day in and day out. Certified, vetted, and matched to your brand, these agents act as an extension of your business—bringing empathy, precision, and white-glove care to every interaction."
White-glove support aims not only for quick resolutions but also for thoughtful experiences that can turn routine calls into positive brand moments.
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