LPL Financial Expands Service Capabilities

Latest Capabilities Make It Easier for LPL Clients to Access What They Need—Where, When and How They Want

CHARLOTTE, N.C., June 18, 2020 (GLOBE NEWSWIRE) -- LPL Financial LLC, a leading retail investment advisory firm, RIA custodian and independent broker-dealer, today announced the that the firm is rolling out new capabilities and tools designed to enhance the service experience, making it easier, more convenient and more personalized to connect to live and on-demand service and support. The firm is taking a digitally driven approach to shift from voice as the primary contact channel, incorporating chat and email support, as well as enhanced self-service guides to provide more choice and quicker delivery of service support.

New tools currently rolling out to advisors streamline access to personalized information from a service professional, including:

• Live Chat: A convenient option for advisors looking to connect with a service professional while working in ClientWorks, giving them the ability to multitask as a service professional works on their request.
• Call Me: Advisors can request a call from a service professional within ClientWorks. They select a topic from a drop-down menu, enter their phone number and receive a call back from the service professional best suited to answer their question.
• Call You Back: Advisors no longer have to be placed on hold. With Call You Back, a service professional calls back when it is the caller’s turn.
• Interactive Voice Response (IVR) routing: To enhance the experience when having to make a call, a voice-directed feature enables advisors to say what they need help with, then routes the caller to the most knowledgeable, first-available service professional.

“We are committed to making continuous investments in service and support to elevate the level of care we provide to our clients and change the expectation within our industry. With these enhancements, advisors are able to streamline their efforts to gather accurate information, saving them time and leaving them confident with the service they receive from LPL as their partner,” said LPL Financial Managing Director and Chief Customer Care Officer Dayton Semerjian. “Taking a client-centric approach, we will continue to make meaningful investments in technology, empower our workforce and modernize our service support to provide our clients and their clients with an experience that anticipates needs, delivers information of value and meets clients’ demand for digital capabilities.”