In the current business environment, customer service has evolved from simple problem-solving to building partnerships based on trust and mutual understanding. Companies that adopt a transparent and consultative approach move beyond transactional interactions and focus on working together with clients to achieve shared goals.
“A consultative approach starts by deeply understanding your clients business—its brand, challenges, goals, and compliance needs. By going beyond surface-level support to explore the underlying drivers of their needs, service teams become advisors, not merely troubleshooters,” said Michelle Winnett, Vice President of Professional Services and Strategic Partnerships at Liveops.
This approach shifts the focus from fixing immediate issues to supporting long-term success. Regular communication, proactive empathy, and tailored insights help identify potential problems early and foster stronger relationships.
Industry research points to significant benefits for companies using consultative strategies. According to McKinsey, a company that adopted an experience-led growth model improved its customer satisfaction ranking from last to first in its sector. This change resulted in a 75% decrease in customer churn and nearly doubled revenue over three years, outpacing competitors’ growth by three times. Additionally, businesses with mature customer success programs report around 12% higher revenue growth and 19% higher gross margins compared to those without such initiatives.
These results suggest that consultative service models can strengthen customer loyalty, reduce churn rates, increase lifetime value, and improve internal alignment as insights from customer interactions inform other business functions.
Liveops has implemented this philosophy across all areas of its operations. The company’s agent experience team collaborates with both clients and agents to ensure outcomes reflect the needs of both groups. Technology experts advise clients on tools and AI-driven solutions aimed at improving efficiency and controlling costs. Learning specialists work with clients to develop adaptable training programs that match each brand’s identity, while workforce management consultants provide data-based advice on staffing strategies.
“This consultative framework allows every part of Liveops to act as an advisor, not just a service provider. By aligning expertise across agent experience, technology, learning, and workforce management, we help clients achieve stronger results, richer collaboration, and long-term loyalty,” said Winnett.
Liveops offers services including customer support strategy consultation, precision scheduling for agents, seasonal flexibility on demand, omnichannel support options—including nearshore and offshore talent—and AI-powered technology solutions such as intelligent analytics platforms and secure virtual desktops.
Looking forward, Liveops plans to introduce additional offerings such as workforce management as a service (WMaaS), learning as a service (LaaS), business intelligence as a service (BIaaS), and quality assurance as a service (QAaaS).
Winnett stated: “Unlike generic solutions, Liveops sees each client as a collaborator in success. We don’t deliver services—we co-create outcomes. Our consultative approach not only drives better metrics—like higher retention, satisfaction, and growth—but also fosters trust, transparency, and mutual empowerment.”
“In choosing Liveops,” she added,“partners aren’t just getting customer service—they’re gaining a trusted consultant,a data-informed strategist,and a committed ally.We’re in this together,and by blending our expertise with our clients’ ambitions,we co-create sustained growth that truly resonates.”