When visitors move from the web to the phone, the TouchVoice click-to-call offering supports cross-channel conversions without losing the context of the conversation.
TouchVoice helps reduce service costs, build relationships and complete sales while keeping the customer engaged regardless of the channel.
Cross-channel consumers who use the web and phone independently drive up service costs (compared to pure online transactions), are harder to satisfy and are difficult to track across channels. Click-to-call bridges the channels by allowing consumers to click a button online, specify a phone number where they can be reached and receive a call from an agent who can see customer navigational details before, during, and after the phone conversation. In addition, invite-to-call and chat transfer-to-call with full transcript hand-off capabilities (with internet calling (VOIP) or non-VOIP compatibility) ensures a smooth transition from one interaction channel to another.
Boost Cross-Channel Conversion
Consumers who begin transactions online can pick up the phone if conversions seem complex. Making this option available within the online experience provides higher conversion rates than forcing consumers to switch channels on their own.
Improve Cross-Channel Satisfaction
Consumers who move from online transactions to phone calls are usually becoming frustrated. Click-to-call alerts agents to the page and progress of the online transaction so conversations with consumers begin in context.
Leverage Existing Infrastructure
Consumers only need a computer and a phone. Your company can queue call requests and use existing chat or call-center staff to place outbound calls with customers over the phone or using VOIP.
Key TouchVoice Features
VOIP Support. Calls over the internet reduce contact center costs and allow your customers on dial-up lines to engage in conversations without abandoning their online transactions.
Cross-Channel Analytics. RightTouch tags track consumers across channels and record the page and stage of conversion where consumers initiated the click-to-call. This helps consumer experience teams identify changes that might have enabled the transaction to be completed online.