Does your Business grow With Click To Call?

2009-05-01T20:58:00.005+05:30

E-commerce buzz is focused around click-to-call technology, with Internet search giants Google and Yahoo! Testing ways to enable immediate Web-to-phone connections between buyers and sellers. But what exactly is click-to-call, and what does it mean to you?

Click-to-call services let users click a button embedded on a Website, an e-mail, an ad banner, a search engine, or an online directory listing and immediately speak with a customer service representative. Customerscan place a call over the computer using voice over Internet protocol (VOIP) technology. Unlike a toll-free phone number, click-to-call services allow companies to monitor and control who, what, when, and where online visitors can migrate from the Web to the phone sales channel.

The reality is that self-service cannot always be achieved online, particularly regarding complex purchasing decisions. There’s nothing like the power of voice for closing the deal. Jupiter Research has found that when it comes to questions about billing and delivery, product support or service, and general order inquiries, most consumers prefer phone contact over any other alternative, including e-mail, self-service tools, and text chat.

Companies are recognizing that an ordinary telephone number on a Website creates a blind spot that prevents them from using customer relationship management (CRM) and business intelligence analytics to improve the online sales experience. An increasing number of organizations are using click-to-call services as a bridge between online and offline channels to address this and are experiencing such benefits as increased sales conversion rates and shortened call handle times.

The need for better cross-channel communication practices was first highlighted in another Jupiter Research consumer survey, which showed that two of the most common reasons online consumers contact customer service is pricing issues and technical support. Failing to quickly answer these questions leads to lost sales and may create a negative customer experience. Jupiter also found that by employing a click-to-call feature, companies could increase online revenue by as much as 45%.

Click-to-call technology is driving material benefits for companies ranging from Amazon.com and Dell Financial Services to Macys.com and Sears.com. Using click-to-call services, companies have found on average:

• 22%-25% reduction in Website abandonment from pages with click-to-call services

• as much as a 100% increase in transaction conversions from click-to-call users compared with toll-free callers

• 88% of click-to-call users say they are more likely to contact a company that offers a click-to-call service than one that does not.

While click-to-call technology has generated great benefits for many companies, multichannel merchants in particular need to think about their business needs and how they can make a click-to-call deployment effective. Not all customer contact is cost-effective.

For this reason, it’s important that you build a click-to-call strategy that adds to the customer experience without heavily taxing your contact center and existing CRM resources.

Most companies find that if they were to deploy click-to-call services on every page of their Website, 30% of the buttons would drive 80% of the transaction-critical calls. Following the initial launch with a click-to-call service, companies are able to scale up or scale back the deployment of click-to-call buttons to benefit from this rule.

Click-to-call services are improving online sales conversion rates, reducing Website abandonment, and delivering higher customer satisfaction for hundreds of businesses around the globe. Click-to-call has arrived, and savvy marketers across all industries are making it work for them to improve online sales conversions and customer satisfaction.

Visit www.easycallnow.com for FREE TRIAL.

Try For Free - Click To Call On Your Website

2009-04-29T18:45:00.003+05:30

Today's customers call the shots, deciding how, when and why they'll contact you. They may be happy to deal with you online but, when they want to talk, they expect you to be there.

EasyCallNow! makes sure you are, providing click-through connectivity from your web site direct to your contact centre.

For your customers it means better service delivered on their terms. For you it means higher customer retention, better sales conversion and lower operating costs.

The technology that achieves this minor miracle may have become commonplace, but the intelligence to apply it effectively remains elusive. At EasyCallNow! that intelligence, grounded in extensive web management and contact centre expertise, has been refined through lot of deployments across an international client base.

Quite simply, we deliver state-of-the-art technology plus deployment expertise to maximise your ROI. Leave the dialing to EasyCallNow! and focus on your core business!

Visit www.easycallnow.com to get your free trial.

Click To Call - Impiger Technologies - www.easycallnow.com

Does your Business grow With Click To Call?

Try For Free - Click To Call On Your Website