Today’s online consumers are cross-channel shoppers who 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. eStara Click to Call creates a seamless, cross-channel experience for consumers, and empowers contact center agents with a 360° view of each customer when transactions move from the Web to the phone.
Multi-channel customers demand consistency across channels, and resent having to start over when they move from the Web to the phone. A fully proactive solution, eStara Click to Call allows companies to engage customers and connect with them using real-time information about the caller, including data detailing the point during the transaction the caller decided to make a call, to offer a much more personalized sales experience.
eStara Click to Call is an enterprise-level technology that delivers more than just a call connection. eStara’s service requires no additional hardware or software installation, and delivers all calls to existing telephony and CRM infrastructure. Through Click to Call, companies are seamlessly tying their online and voice channels through such features as:
Rules-Based/Dynamic Engagement
By entering a few lines of HTML code, companies can embed Click to Call functionality into web sites, email 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. With an 800 number demanding that a prospect start over, 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.
Try Click to Call or Click to Chat right now to speak with us about how eStara can enhance your Web site and improve your business results.
For inquiries about ATG, please contact atgsales@atg.com
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