Liven App Customer Service — Expert Operational Guide

Overview and Objectives

The primary objective of customer service for the Liven app is to deliver fast, accurate resolution for payments, loyalty credits, merchant queries and technical issues while protecting user funds and personal data. In practical terms that means a multi-channel intake with clear SLAs: first response times under 30 seconds for live chat, under 60 seconds for phone, and under 2 hours for priority email or in-app tickets. Target quality metrics should include a Customer Satisfaction (CSAT) score ≥90% and Net Promoter Score (NPS) ≥30 for loyal-user retention.

Operational goals should be translated into measurable processes: reduce average handle time (AHT) for routine queries to under 6 minutes, maintain first-contact resolution (FCR) of at least 75% for account and payment issues, and escalate complex disputes to specialist teams within 24 hours. Those targets make it possible to forecast staffing, budget, and tool requirements and to report performance to product, finance and compliance teams on a weekly cadence.

Channels and Contact Points

Effective Liven support must be omnichannel and must prioritize the in-app Help flow as the primary and most secure contact point. Typical channel set: in-app messaging/tickets, live chat, phone support, email, and monitored social channels (Twitter/Instagram/Facebook). In-app contact allows automated context capture (user ID, device, app version, last transaction ID) which reduces verification time by up to 40% and speeds resolution.

Always advertise the canonical support endpoint prominently inside the app and on the main website (e.g., https://liven.com.au/support). If you publish a phone number or email externally, clearly mark hours, expected wait times and whether phone is for merchants or consumers. Example contact templates: [email protected] (email), in-app Help > Contact Support (recommended), and a monitored support line (example placeholder +61 2 8000 0000 — verify on the app for the correct number).

Operational SLAs, Metrics and Targets

Define SLAs by channel and priority: Emergency (funds-loss, fraud) — initial response <15 minutes, resolution or escalation within 24 hours; High (failed payments, merchant settlement) — initial response <1 hour, resolution in 24–72 hours; Medium (account info, app bugs) — initial response <8 hours, resolution in 3–10 business days. Track SLA adherence weekly and report breach trends by root cause (payments, merchant operations, fraud, bugs).

Key metrics to monitor continuously: Average Speed of Answer (ASA) for voice <60s, Live Chat response <30s, Email median first response <2h, CSAT weekly rolling average ≥90%, FCR ≥75%, Average Handle Time ≤10 minutes overall and ≤6 minutes for routine queries. Use these metrics to size the team: for example, handling 10,000 monthly tickets with an AHT of 8 minutes requires ~13 full-time agents assuming 80% occupancy and 22 workdays/month (back-of-envelope staffing: (10,000*8)/(60*8*22*0.8) ≈ 13).

Verification, Security and Refunds

Security-first verification must balance friction and fraud prevention. Required verification fields for consumer-sensitive actions should be kept minimal and consistent: account email, last 4 digits of the card, date/time and amount of the disputed transaction, and device/app version. For high-risk operations (refunds >$100, identity changes), require multi-factor verification: one in-app token plus email confirmation or one-time password. Avoid requesting full card numbers or passwords in support channels.

Refund and chargeback handling: offer in-app refunds for straightforward merchant-authorized corrections (typical timeline 7–14 business days to clear back to original payment method depending on acquiring bank). For card chargebacks, expect escalations that can take 30–90 days; publish that window to users and provide a clear audit trail with transaction ID, merchant receipt, and communication history. Ensure PCI-DSS and applicable local regulations are documented in your customer-facing policies and compliance playbooks.

• Minimum verification data to collect on first contact: user ID/email, last 4 card digits, transaction ID (if applicable), date/time and merchant name, brief description of issue. Collecting these 5 items reduces average time-to-resolution by ~35%.

Escalation Matrix and Sample Responses

Design a 3-tier escalation matrix: Tier 1 — generalists handling onboarding, basic refunds and simple account issues; Tier 2 — specialists for payments, fraud and reconciliation; Tier 3 — engineering/product for platform incidents and merchant settlements. Escalation SLA: Tier 1 → Tier 2 within 4 hours for unresolved financial issues; Tier 2 → Tier 3 within 24 hours for system faults or unresolved reconciliations.

Provide templated but personalized responses to maintain speed and quality. Example structure: acknowledgement (within promised first-response time), immediate action taken (refund queued, ticket created, merchant contacted), next steps (expected timeline), and contact for follow-up. Keep copies of templates for common scenarios (failed payment, duplicate charge, missing loyalty points) and require agents to add one sentence of personalization per response.

• Escalation steps (concise): 1) Capture verification + context, 2) Attempt automated resolution (refund, credit loyalty points), 3) If automated resolution fails, route to Tier 2 with full packet, 4) Tier 2 investigates and either resolves or escalates to Tier 3 with reconciliation data and timeline.

Merchant & Developer Support

Merchant support deserves a separate SLA: onboarding completion target 3–10 business days (depending on KYC and terminal provisioning), merchant payouts cadence (daily/weekly — publish schedule), and a dedicated merchant-success contact for accounts >$5k monthly volume. For POS/terminal incidents, provide a troubleshooting checklist and replacement pledge (e.g., replacement hardware shipped within 48–72 hours for critical faults).

Developer support for API integrations should include API reference, sandbox access, webhook debugging tools and a status page for incidents (e.g., status.liven.com as a template — confirm actual URL). Publish API rate limits, sample cURL examples, and SLA for developer tickets: first response <4 business hours, bug escalations within 24 hours. Good developer docs reduce support load by 20–40%.

Training, Tools and Costing

Invest in a modern support stack: ticketing system with context enrichment (user/app/version), live chat, knowledge base, CRM and call recording. Typical licensing costs for a mature stack range from $10–$60 per agent/month for cloud helpdesk plus additional costs for chat and phone. Budget training at 16–24 hours per new agent for core processes and another 8 hours for product/merchant-specialist training.

Measure ROI: calculate cost per ticket (total support cost / tickets handled). With an average cost per agent of $4,500/month fully loaded and 1,200 tickets/month per 10 agents, cost per ticket ≈ $3.75. Use automation (chatbots for balance inquiries, automated refunds for defined rules) to lower that cost and focus human agents on high-impact dispute resolution and merchant relationship work.

Who is the owner of Liven?

Grace Wong. In 2014 while working as a lawyer Grace Wong founded Liven – the app offering restaurant discovery, one-tap payment and crypto rewards in the form of LVN, a universal dining currency that can be spent anywhere in the Liven network.

How do I deactivate Liven?

If you click edit. Profile. Then you’ll see here the option to delete your account is at the bottom account deletion. Just press that and you can go through the steps.

How do I cancel the Liven app?

To cancel a subscription, first log into your account and navigate to ‘Account Settings’ or ‘Subscription Management. ‘ If unavailable, check the app or website’s help section for cancellation instructions. Contact customer support via email or chat if you cannot find these options.

How much is the Liven app subscription per month?

The Liven app has a great premise, but the app is not ready for prime time. You receive ads for up-sells before you get access to the real content. For $29 per month, the up-sells should be included.

How do I contact the Liven app?

For most inquiries, you can reach our support team anytime at [email protected].

What’s the number to cash app customer service live person?

1 (800) 969-1940
Q: Does Cash App have customer service support? Check out Contact Cash App Support here for all the ways you can reach out. You may also reach Cash App’s support team at 1 (800) 969-1940. Q: Is it safe to send money to people I don’t know?