A phone call is a phone call, right?
Well perhaps once upon a time it was, but nowadays, there's a bit more to it than that.
A voice call is still the preferred contact channel for many customers, and it's easy to understand why. Sometimes speaking directly with another person over the phone is easier and quicker than other contact channels. It's also particularly convenient if you have a complicated issue, which is often much easier to express over the phone.
Voice calls are therefore extremely popular for customers and contact centres alike. But now, there's an easier, better way to do it.
Web calling removes the need for landline phone numbers and can provide insights into why your customers need to speak with you. The in depth, personal care of a hum just got a whole lot more interesting.
In this video, we look at the top 5 advantages of using web calling over traditional phone calls.
1. Customer don’t need to leave the website environment
The best part about web calling is that it doesn’t force the customer to leave your website environment. With a simple click-to-call feature, the customer can be instantly connected to a contact centre agent to provide a seamless online experience.
2. Ability to escalate conversations to video or cobrowsing session
There are times when describing something over the phone just isn’t enough. It would be easier to have a visual aid. Let me give you an example.
Imagine you’ve found a car you’re interested in buying on a dealership website. The information provided is adequate, but the car is 100 miles away and you want to be really sure about the car before you travel all that way to see it. You make a web call to the dealership to discuss the car, and in a few moments the consultant asks if you’d like to escalate the phone call to a video session. In an instant, the consultant can walk you around the car, show you close ups of the interior and answer any questions you might have, leaving you feeling completely satisfied.
Likewise, being able to escalate a web call to a cobrowsing session can be really useful if you are trying to guide a customer through a complex area of your website, such as a lengthy form. Being able to simply highlight areas on their screen, or even temporarily take control of the navigation can help the customer immensely.
3. Customer journey mapping
Traditional phone calls can’t offer any insight into the website journey the customer has had before they contact you. With a web call, the entire process takes place within the website environment, so the agent can see which pages on the site you’ve visited and how long you’ve been there for. This helps the agent to contextualise the enquiry, and gauge what parts of your service they are interested in, so your support can be much more focused.
4. Global accessibility
Traditional phone calls can sometimes mean that customers have to call expensive landline phone numbers or spend time trying to find the correct phone number to call. A web calling button can be placed on every page, meaning your customers can easily receive completely free support at any from any location.
5. Better post-call data
Wouldn’t it be great if you could find out what areas of your website were prompting the most calls? Well, with web calling you can do exactly that. Data from web calls and customer journey mapping can highlight webpages which see the most web call enquiries. This could show areas which are potentially confusing to the customer, and sorting these out could then mean fewer customer service enquiries overall.
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