Clearvoice CMS

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Using Web Assist software, you can offer your web visitors three forms of assistance:

• Your site can display a “call me”, button that enables the visitor to request a call back, either immediately or scheduled for a future time and date.
• You can give your visitors the opportunity to talk to you using interactive web chat.
• Finally, the browser can request that they are assisted by a co-browser, directing them to look at different pages.

How “call back” works

To request a call back, visitors complete a simple web form giving their name, telephone number, when they want to be called and any other information that you want to collect from them. When submitted, the request is automatically put into a queue in the telephone system. When the call back is due, it is automatically presented to the next available user with the correct level of skill to handle it. If CTI is used with the Web Assist software then the user can dial the presented call back by simply clicking the dial button on a call-back dialog box. The system can also trigger a screen pop when the call back is made.

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How web chat works

To request a web chat, visitors complete a simple web form giving their name or nickname and any other information that you want to collect from them. When submitted, the request is instantly placed into a queue in the telephone system. As soon as the next user with the correct level of skill becomes available, the chat is automatically presented to that user.

During the Web Assist chat, the user can “push” web pages to the visitor. Comprehensive spell-check facilities enable the user to check their own text prior to sending it to the visitor. The user can also save typing time by inserting standard phrases into the chat with a single click.

Visitors do not need to download or install any software onto their computer. All they need is their web browser.

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Who can use Web Assist software?

Any organisation that wishes to encourage website visitors to make contact by telephone will find Web Assist software call-backs invaluable. Web Assist is an ideal product for a company selling items that can be advertised on the web but need further contact to close a sale, such as car sales, furniture suppliers, estate agents, etc.

Businesses that take orders over the web know that a percentage of customers get frustrated and fail to check out their purchases. This is often because they have questions that need to be answered prior to confirming a purchase. With Web Assist, you can provide real-time assistance to support these customers throughout the purchase process, turning visits into sales and increasing both customer satisfaction and sales revenue.

Web Assist is ideal for contact centres and dedicated call centre agencies.

What does it mean for business?

These applications are all about getting more sales and more value from website visitors. This is about striking while the iron is hot.

Web Call Backs & Web Chat in Action: An on-line fashion mail order company found that whilst many visitors to their website got to the point of ordering, the sales process often ceased at the point where the customer had to decide upon the size they required.

They installed both a Web Call Back and Web Chat buttons on their website to offer the customer the option of discussing any aspect of their purchase (colours, sizes, delivery times and postage charges etc) with an experienced sales agent. The results were a dramatic increase in the ratio of website visitors to sales orders received as well as an equally impressive reduction in goods returned because they were the wrong size or colour. The company increased productivity and profitability whilst at the same time gaining many new customers who were referred on to them by satisfied users.

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What can Web Chat & Call Back mean for your business?

• Engaging with visitors to your website to increase sales.
• Web Assist lets you manage customer call-back requests better, which means they are more likely to be handled by the best qualified user, at the appropriate time.
• Comprehensive management reporting leads to better staff management.
• Complete database of call-backs and web chats enables detailed analysis of website visitors.
• With Web Assist software visitors do not need to download or install any software onto their computer.

Web Chat is also available as a stand-alone product and competes with products from Live Person and Sightmax, which are available at a low monthly cost. Simply enter some code on a web page and the picture and icon appear to your customers - its very easy.

Action

If you would like to discuss the possibilities of web integration products for your business or would like to see a demonstration of Web Chat in action, please contact us now or email us at This e-mail address is being protected from spambots. You need JavaScript enabled to view it '; document.write( '' ); document.write( addy_text38172 ); document.write( '<\/a>' ); //-->\n This e-mail address is being protected from spambots. You need JavaScript enabled to view it

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