eStara Click to Call
Overview
eStara Click to Call creates a seamless, cross-channel experience for consumers when transactions move from the Web to the phone, and empowers contact center agents with a 360º view of each customer.
Today's most valuable online consumers begin their research online, but ultimately purchase products and services offline. With the Web serving as an extension of the brand, delivering a positive experience online can make the difference between a browser and a buyer. Multi-channel customers demand consistency across channels. A fully proactive solution, eStara Click to Call helps you engage customers and connect with them using real-time information, including data detailing when during the transaction the caller decided to make a call, to offer a highly personalized experience.
Business Benefits
For complex, high-value transactions, eStara Click to Call is the ideal solution to increase sales conversions, reduce Web site abandonment, and improve customer loyalty and contact center efficiency. A recent report from Forrester Research finds that firms that are successful in implementing interactive help, including online chat and Click to Call, are quick to move shoppers from the Web to the phone. According to the report, "Firms have found that that type of cross-channel movement of sales prospects is not only the most effective way to maximize sales, but it also satisfies that customer's desire to speak with a person before purchasing a product." (Forrester Research, 2007)
With eStara Click to Call, leading enterprises around the globe are seeing dramatic results, including:
» Increased Sales
On average, companies see sales conversions increase by 50% to 100% over traditional inbound contact methods.
» Improved Customer Loyalty
92% of C2C users surveyed felt C2C enhanced or greatly enhanced their online experience.
» Reduced Web site Abandonment
Companies using Click to Call reduce abandonment by 25-35 percent by engaging customers proactively when some would not complete a transaction otherwise.
» Increased Contact Center Efficiency
Contact centers using Click to Call reduce average call handle times by 70 seconds per call.
Key Features
eStara Click to Call provides more than just a call connection. This service requires no additional hardware or software installation, and delivers all calls to existing telephony and CRM infrastructure. Through Click to Call, companies can tightly link their online and voice channels through such features as:
» Data Pass
Displays contextual information from the caller's Web session to any sales or service agent. This is an advantage of Click to Call over regular phone calls because the data enables agents to close sales more effectively, and reduce costs by collapsing call handling time. Customers also benefit because there's no longer a need to restart the transaction or repeat data already entered online.
» Rules-Based/Dynamic Engagement
Controls precisely when and where Click to Call buttons appear based on context such as time spent on a specific Web page, product viewed, shopping cart value, customer status or hours of operation.
» Cobrowse
Increases efficiency and service. With one click, agents are able to help customers navigate sites, highlight error fields and complete applications or forms.
» Page Push
Contact center agents can forward specific pages, including product promotions and potential cross-sell or up-sell opportunities, to customers using their Web browser or touch-tone dial pad.
» Dynamic Call Routing
Routes Click to Call callers transparently to a specific call center or sales/service agent based on a wide variety of parameters such as the caller's geographic location or the time of day. Find me/follow me capabilities allow you to route calls to multiple locations to guarantee no call goes unanswered.
» Automatic IVR Routing
Improves customer satisfaction by letting the user skip through complex voice response menus.
» False Call Prevention
Reduces potential for call abuse by relying on sophisticated and patent-pending false call prevention technologies. These include the ability for call recipients to flag a received but unwanted call, and fully automated mechanisms that proactively prevent the connection of certain calls by monitoring complex usage patterns.
» Customized Audio Messages
Deliver a custom audio message to the customer at the beginning of a Click to Call exchange. This is a popular branding tool for customers who want to include a sales, marketing, or customer service message. Click to Call automatically provides a brief whisper message to call center agents to inform them of the source of incoming calls.
» Post-Call Surveys
Create and manage custom online surveys to gather immediate feedback from customers about their Click to Call experience.
By entering a few lines of HTML code, companies can embed Click to Call functionality into Web sites, e-mail campaigns, banner ads, search engine landing pages, or directory listings and immediately speak with a customer service representative. Because the service operates in a fully hosted ASP model, with the click of a button calls can be routed to customer service representatives without additional investment in call center hardware or software.
Click to Call provides the ability to track online sessions, detect trends and provide a dynamically placed assist if a prospect has lingered on a single page for a specified amount of time, or exhibited signs of imminent abandonment. Companies are leveraging Click to Call and passing key session data directly through to the agent. This data can be viewed on its own, or integrated with existing data sources to provide a complete view of the customer for a seamless, integrated online sales experience.
