Companies that do all of their business online typically do their best to route all customer service through their sites. Those that have a major brick-and-mortar presence, on the other hand, rely on the phone to get things done. This is partly because the nature of physical companies is usually much different from that of online-only businesses. Physical ones need to handle queries, set appointments, and answer in-depth questions about their products and services.
Companies that start out as physical businesses often face quandaries when they open up web presences. They need to be able to connect to customers in personal ways, but they also have to do so using methods that work with their sites. After all, if they just put their phone numbers up, would-be customers will feel like they’re too old-fashioned. It also seems less convenient to end up having to use a regular phone after arriving on a site.
The solution to this problem is click to dial. From the customers’ perspective, this is an easy way to start a live conversation while looking at a website. As the name implies, all they need to do is click a link in order to connect. Users need to have a microphone so that they can talk and be heard, but many people already have a mic since one is needed for other forms of computer-based voice communication. Speakers, required in order to hear the person on the other end, are even more ubiquitous. Because the equipment is already there, people find the click-to-dial functionality very handy.
Handling the Company’s Side of Click-to-Dial
This is where things can get a bit tougher. Many customers will use a variety of means to contact your company instead of sticking to just one. For example, they’ll use click-to-dial or regular web chat for quick questions, shoot you an email to explain something more in-depth, or call on your regular phone line when they’re away from the computer. If all of these contacts are handled individually, it’s impossible to keep them organized as a single thread. This leads to the customer having to re-explain everything for each contact – a frustrating requirement. Alternatively, important developments can be lost, which also causes frustration.
The solution to this problem is to use a system that integrates all of your company’s contact methods so that the interactions from a single customer can be collated. Then when you get another contact from that customer, your staff has instant access to data that has accumulated from prior interactions. The current contact can then be handled quickly and efficiently based on all of the available information.
Both sales and service are enhanced by this integration. The ability to recognize someone is important in sales. This is especially true in high-touch industries, but people appreciate feeling known when they contact almost any business. In service, the benefits are of a more tangible nature. When there’s a question or problem, customers want solutions fast. This means that they don’t want to explain the entire history of the problem to each operator they talk to. Instead, they want your entire company to know what they’ve already said and which solutions have already been tried.
Now, it doesn’t take being psychic to bring all of a customer’s prior interactions together and know about what has already been discussed. By integrating Tenfold with your existing CMS, your staff will have instant access to all of this information. They can greet customers by name, pull up notes on prior conversations, and simply pick up where the last conversation left off – all without a hitch.
To learn more about how to add click-to-dial to your company’s offerings and integrate it with your other methods of contact, just contact us. We’ll be glad to explain everything and give specific examples of how our system will help you.
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