(PRWEB UK) 13 July 2011
Live online help tools and interactive customer engagement strategies are becoming somewhat of a requirement in e-commerce today. Web chat has been taken on by many companies, which allows customers to chat live with an advisor through an instant messenger type interface. However, the technology has been slow to expand due to lack of take up by users and inability for contact centres to adapt. A recent survey found that under a quarter of end users preferred web chat as a means of communicating.
The alternative is the call back button which prompts customers to submit their details so that they can be called back by a company to discuss any questions or issues. However, the click to call function has also faced doubts over its effectiveness, due to its timeliness. Leadcall have enhanced their call back technology to provide online visitors with full visibility of the call connection to an agent as soon as they hit the click to call button. This reassures the customer of what is happening live, from dialing through to the agent, to the agent receiving the customer’s information, and finally the agent connecting out to the customer’s phone in real-time.
“Working with big players in a variety of online industries, we know how demanding shoppers can be, and our checkout visibility tools have made it clear the amount of problems and issues that customers are faced with during the purchasing stages. We wanted to develop a solution that would provide immediate personal support with as little effort to the end user as possible” said Leadcall director Scott Reid.
For Leadcall, experience has indicated that timing is absolutely crucial because online visitors get easily aggravated when they can’t find what they are looking for. They will usually leave and go elsewhere if their issues and concerns have not been resolved within a few minutes. Leadcall’s new click to call visibility informs customers at every stage of the connection process, to provide comfort and assurance that help is on its way, so that customers don’t feel that they are wasting their time.
“Our experience has taught us that telephone contact is the most personal and effective way to provide quality customer service, and has the fastest resolution time compared to other mediums. An advisor can quickly get to the root of the problem rather than forcing the almost customer to trawl endless page of help and FAQs looking for the answer themselves”
“With the majority of click to call functions, customers have no idea of when they are likely to be called back. Most call back systems capture the customer’s contact information and emails it to a company’s contact centre, where an advisor can follow up on the information by manually dialling the customer back. The reality of this is that the call can take anywhere between a few hours, a few days or even worse never! By then the "almost" customer has probably already purchased what they we’re looking for from a competitor, whose online strategy was slightly more proficient. Leadcall’s click to call technology is totally automated and connects customers to support staff live within seconds, to ensure that customers receive prompt assistance, as soon as they need it.”
Leadcall presents website visitors with the ultimate in customer service and experience, whilst at the same time for online merchants, ensures that no business opportunities are missed. The customer has live visibility of the call connection journey from the point they click submit, knowing which advisor they will be talking to before their phone has even rung, to the end of the call when they have the option to rate their experience. All this offers the reassurance that somebody is actively following up the request and will be available to offer assistance as soon as possible. Customers who are concerned with online payments can complete the purchase over the phone, take advantage of better deals, learn about products and services that may appeal to them and even schedule appointments or reservations.
“Personal and responsive support is a key ingredient that no business can afford to ignore when operating in an online space, and our web call back technology empowers a combination of modern, innovative technology with traditional contact centre customer service to provide just that.”
Leadcall specialise in online conversions, ecommerce solutions and customer engagement technology, using a combination of web analytics, telecommunication, email and SMS to help online businesses maximise conversions and provide exceptional customer service within a variety of online industries, including travel, retail, insurance and finance. For more information about Leadcall, please visit http://www.leadcall.co.uk.