Reduce shopping cart abandonment with Proactive Chat
Customers are 3 times more likely to make a purchase when you reach out with a chat. With Team Management contact centre, you can send targeted messages to customers, based on their behaviour. For example, if a customer is stuck on the checkout page you can automatically reach out with a chat and help complete their purchase.
In a physical store, a salesperson uses all the tools available to them to make a sale, including information about the customer, the types of products they are looking for and their own past experiences. Live chat lets sales person perform the same functions online.
Engage customers with dynamic offers and real-time web assistance using video, text chat, click to call, and cobrowse. Conference in experts, transfer sessions, and whisper to enhance collaboration.
Why choose us?
Web Callback Routing
Web Callback Routing automates routing of online inquires so your organization can quickly capitalize on the lead potential with an immediate callback.
Unified Agents Workdesk
Chat buttons can be displayed whenever agents are available, proactive chat notifications appears on your agents Team Management desk in one place with email and phone call functionality, so your agents can have a chat with your customer and make a call to the same customer at one time.
Through its intelligence capabilities that examine customer behaviour on the web, Team Management will proactively offer for immediate connection with a live person and deliver the right chat invitation to the right customer at the right time.
Redirect your visitors to the right web page. Chat conferencing allowed between agents, supervisers, and customers in the middle of a session.
You can allow your customers to click and order a call. Then your agent will see a pop up screen showing that your customer is asking for a call back. This highly increases chance to make a sale and improves customer experience greatly.
Live video chat with e-shoppers
Offer face-to-face customer service on your website. Help your customers buy with confidence. Face to face selling decrease average handle time and significantly improve sales.
Geo Location Map
Geo Localize and target your visitors online in real time. Visitor details and navigation history are shown to agents to enable informed interactions.
Channel pivoting from chat to email, social, or voice for a seamless cross-channel experience.
Manage Chat preferences
Make it easy for customer. Let them choose their communication preferences : Chat only, Audio chat or video chat. Up to eight text chat simultaneously. Canned responses are available to agents to enable quick but well-written messages.
Multiple chat options
Real-time availability: you are displayed only if you are available, the web user does not wait. Multi-lingual, Customised pre-typed messages, Text chat only, Audio + text chat, Video + text chat.
Support for mobile phones
Support for mobile devices and multiple languages. Connect with your customers wherever they are.
Automatically detects returning visitors on your site as prospects, customers, or any other segment you would like to identify.
Web Call Back
When a website visitor submits a form, including a telephone number, the Team Management APIs automatically populate that number in a list within the Team Management dialer for an immediate call back to the visitor and a live conversation with an agent. Improve productivity and increase sales be translating website visits directly to live conversations.
Your agents can transfer chat to any other available colleague.
Web Page Push
Send information about products or services that your customer is interested about via chat.
Customer Feedback Gathering
At the end of the chat you can ask your customer if he was happy with the support. This will allow to have a deeper look at your agents performance and ways to increase customer experience.
With Team Management Chat, choose where in your site funnel you want to target visitors. Target the customers who are ready to check out, or any visitor segmentation based on your CRM inputs, cart, visitor registration.... and more.
You can use Team Management chat on multiple websites. Agents can present on several web sites on a single agent interface.
Results You Can See
up to 30% increases in conversions, 38% increases average order values, 90% reductions in handling costs. Increase customer connections that are created by personalised, human interactions, and are delivered at a fraction of the cost phone or email contact while dramatically improving agent productivity. New customers and more conversions guaranteed.
The Benefits of Team Management Contact Centre
Agents activity time tracking
Activity time tracking lets you track time spent by each Agent supporting customers and thereby gain a deeper visibility on the overall agents activity performance. Create your own agents time tracking functions like lunch brake, smoke brake, after call work etc…
A Timeline of Customer Interaction
A Timeline of Customer Interaction History on Agent UI shows the important historical data of agents interaction with a call record, emails sent and other information. Inclusive of number of call attempts and the end result of each call. See a customer’s sales history within the company or a customer’s past interaction with support. This allows your agents to know everything about the customer and enhance your customer experience.
You can add custom fields to contact details and increase communication efficiency by increasing information about the contact.
The value for your Business:
A 360-degree view of the customer
All employees know previous communication made with the customer
Improves agent productivity and guide them through complex cases
Eliminates time-consuming application switching
Helps increase first caler resolution and improves customer satisfaction
Ensures quality and compliance measures are achieved
Reduces average handling times
Achieve faster response, delivery and resolution times
Reduces training agent times
Reduces costs of software investment
Boost employee productivity & workforce management
Customer satisfaction management
improve sales performance
“We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.”Jeff BezosAmazon, Inc
“How can you squander even one more day not taking advantage of the greatest shifts of our generation? How dare you settle for less when the world has made it so easy for you to be remarkable?”Seth Godin
“Innovation needs to be part of your culture. Customers are transforming faster than we are, and if we don’t catch up, we’re in trouble.”Ian SchaferDeep Focus
“Your most unhappy customers are your greatest source of learning."Bill GatesMicrosoft, Inc
“If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends.”Jeff BezosAmazon, Inc