ServiceLink announced the availability of its LoanCare Servicing division's new consumer-facing customer advocate Web site. In the spirit of the current regulatory environment, the online portal minimizes frustration and delays in the complaint filing process and enhances consumers' overall experience. Consumers can easily navigate the site to input complaints and, once a form is submitted, the consumer receives a confirmation email with a ticket number that can be used to follow up. Once received, the inquiry is assigned to a LoanCare advocate expert charged with the responsibility of responding timely. The customer advocate then handles the complaint and offers a recommended resolution.
"The common complaint from consumers who have problems with their loans has been that nobody is paying attention," said Gene Ross, president of LoanCare. "Our advocacy website provides consumers with a seamless, user-friendly experience when reporting complaints and ensures that their issues are being effectively addressed in a timely manner."
One of the key elements of LoanCare’s Customer Advocate Web site is the live chat feature hosted by LivePerson, a customer engagement platform that uses ticket tracking technology to help improve the customer service experience. The live chat feature offers customers the opportunity to quickly reach a customer advocate without having to leave the website. LoanCare's customer research, escalation and seller finance teams currently use the platform in their day to day operations and expect it to provide similar benefits for customer advocate site users.