Click-to-call, or 'webcalling' is changing customer communication. It allows customers to call you from within your website. Why should you do that? Here are just 5 reasons:
It's important to target the right customer at the right time. Anybody can dial a regular telephone number, but webcalling allows you to intelligently segment your customers. You can be strategic with how and when you interact with customers. Intelligent engagement rules let you suggest a text-chat, a voice call or even a video session to a customer at a key point in their journey. How you offer contact to your customers depends on how they've interacted with you. Parameters include length of time on website, login status and size of basket. The more data you have, the more selective you can be. Webcalling is the ultimate funnel optimisation tool.
Right Agent, Right Time
Customers don't like IVRs. But they exist for good reason. It's vital to match the right customer to the right agent. Webcalling allows a number of alternatives to IVRs. A visual IVR lets a customer pick who they want to speak to. It's easier to read a dropdown menu than to navigate an IVR option tree. The context of the customer's browsing session can be used to direct their call. You can direct calls to specific queues depending on how the customer has interacted with your website. Browsing for a holiday in Barbados? Connect to an expert with just one click!
Power to your Agents
The more information your agents have, the more effectively they can solve problems. Webcalling gives agents key information from the customer's web session. They can see the pages they're on, as well as any CRM or login details. They can even share the customer's view of the website. I'm sure you know people who complain about having to repeatedly tell agents basic information multiple times. The context around a webcall lets your agents better understand customers, without having to interrogate them. Agents are already used to voice calls. From their perspective this is the same, but with tools to make their lives easier. You can even use the same reporting, routing and queues as existing inbound calls.
Go Beyond Voice
A traditional phone call is limited to just a voice interaction. Webcalling allows you to easily add video calling, cobrowsing, text-chat and document sharing. If your website or app is critical to your business, these extra tools can transform your customer journey. Use text chat to qualify and segment customers. Video communication allows true face-to-face communication with particular benefits for retail and financial services companies. Cobrowsing has numerous applications in sales and service use cases across a number of industries.
People call you because they want to talk to a human being. Webcalling makes it easier for your customers to contact the right person in your organisation. This is a free call from the browser that requires no downloads plugins or telephone. This is convenient human to human contact, how your customers want, when they want. Reducing friction around customer contact is how you make your customers happier, how you increase sales and how you reduce call times. Webcalling is the future of customer communication.
Subscribe to Talkative Resources | Customer Experience & Service Articles
Get the latest posts delivered right to your inbox