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eStara Click to Call is the industry's most widely deployed, proven live voice solution, helping businesses create a seamless, cross-channel live help 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 online consumers often need proactive assistance to complete transactions. Many abandon transactions because they encounter errors, can't find the information they need, are reluctant to provide sensitive information, or just simply want some human assistance before hitting "submit." But how can you offer the right visitors a live voice? How can you measure the results on sales, satisfaction and costs?
As part of ATG eStara's live help solution, eStara Click to Call helps you engage the right Web site visitors at the right time and connect them with the available sales agents best equipped to address their needs. Click to Call phone calls are routed directly into existing contact center numbers — minimizing costs and maximizing your existing reporting and routing capabilities. Agents receiving calls via Click to Call see real-time information — such as customer's name, the Web page where the call originated from, and past account information — to offer more personal, efficient assistance than standard toll-free calls. The result? Fast, personal, interactive live help that drives revenue and customer loyalty.
eStara Click to Call is the ideal solution to reduce Web site abandonment, increase sales conversions, and retain satisfied customers more profitably. A recent report from Forrester Research finds that firms that are successful in implementing proactive, interactive live help, including live chat with Click to Chat and live voice with Click to Call, can quickly and easily drive measurable increases in online revenue. 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 SaleseStara 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 PassBy entering a few lines of HTML code, companies can embed Click to Call live help 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 live 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.