Increase leads, boost sales and improve your customer service with Talkative

Competition is stiff for ECommerce companies like yours, therefore it’s important that you really engage with your customers and convert more leads

through your customer's web browser talkative enables:

web calling

Allow your customers to browse and call you at the same time on desktop, tablet or mobile.

  • No plugins or downloads needed

  • Intelligent call routing

  • Customer journey tracking

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video calling

Give your website a personal, human touch with 1-way or 2-way video, where you can show customers your products, or help them choose the most suitable.

  • Face-to-face connection

  • Switch between 1 & 2 way video

  • Service quality monitoring

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cobrowsing

Use cobrowsing to help customers navigate your website, make the right selections and answer any questions that they have along the way.

  • Data masking for enhanced security

  • Help users navigate your website

  • Annotate specific areas of interest

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live web chat

Robust web chat allows convenient website communication. Escalate to voice to provide true seamless communication

  • Simply triage customer queries

  • All chats logged securely and timestamped

  • Ability to escalate to voice/video

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Top eCommerce Stats

Every potential customer matters. Here's some evidence . . .

  • 67% of Millennials prefer to shop online rather than in-store (BigCommerce)

  • It’s 7 times more expensive to acquire a new customer than retain an existing one (Invesp)

  • Millennials are 53% more likely to have a shopping app on their mobile/tablet than other generations (VWO)

  • 68% of US online shoppers engage with live chat features (Ladesk)

  • 75% of consumers are more likely to buy from a retailer that recognizes them by name, recommends options based on past purchases, OR knows their purchase history (Accenture)

  • 73% of customers say they love a brand for their friendly employees or customer service representatives (Oracle)

Why is communication so important to ECommerce companies?

For ECommerce businesses, effective communication is not only essential, it’s expected. Your potential and current customers want to ask you questions, get more information, get your advice, and unfortunately, sometimes want to complain. Therefore, it’s imperative that you offer communication channels your customers want to use, in an efficient manner, which also isn’t resource intensive.

By offering communication mediums like live web chat, web calling, video calling and cobrowsing you are able to not only offer your customers better support and service, but also boost sales. Your contact centre agents can help your customers choose the most appropriate product for them, even x-sell or up-sell. Essentially your agents can act as personal shoppers to help relieve your customers paradox of choice.

We are also seeing ECommerce companies take this technology to new levels, by using video to showcase products, give live demonstartions, even show the place where the furniture will be placed, in order to help customers make the best possible choice, first time round.

Lead Conversion and Tracking

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    Give your customers more channels to contact you, whilst also streamlining your conversation process

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    See the callers’ journey through your website, prior to starting the conversation

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    Ability to intelligently route customer calls through to specific agents

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    Conversation data is saved into your CRM for future reference

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    Capture offline leads when no agents are available

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Customer Service and Customer Experience

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    Improve your first-call resolution rates

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    Personalised conversations

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    Escalate live web chats into web calls, video calls or cobrowsing sessions where appropriate

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    Human face to a digital company

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    Agents are able to make suitable suggestions based on the customers website journey

The benefits of WebRTC

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    No need for lots of expensive PSTN numbers

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    Automatic routing of calls through existing telephone systems

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    No need to buy in new telephony systems

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    Your customers do not need to download plugins or sign-in to use the software

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    Receive more data on your customers' website journey, prior to initiating a call with you

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See how Style our Home transformed their website communications with Talkative

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