containing most valuable informations

As more and more consumers and business customers look to the Web as their main source for evaluating products and vendors, enterprises need to optimize their
e-commerce sites to provide the same level of personalized service as offered by face-to-face meetings with a sales representative. Trust is critical, and a bond between the visitor and the site must be established.

For some visitors, that bond is best established via a phone call, while with younger demographics, it may develop from a live chat. Many others are best served by starting with one channel and escalating to another, particularly if the topic at hand is a complex product matter or customer service issue.

Offering multiple channels for communication enables large enterprises to engage with visitors in each visitor’s channel of choice. More importantly, the initial connection – initiated by the visitor by the very act of coming to the site – is never broken, even as he or she progresses from browsing to chatting to speaking with a company representative.

This level of accommodation is essential for enterprises seeking to turn Web visitors into loyal customers.

WIG-CARE  integrates live chat and voice into one seamless solution. These channels can be leveraged to increase sales, average order values and first contact resolution through individualized attention.

The ability to escalate an online visitor to a higher level resource once specific criteria are met allows companies to:

Accommodate a customer’s preferred channel of communicating, or comply with regulatory requirements concerning methods of communication

Identify high-potential leads from a large pool of visitors and apply high-value sales resources to the most qualified

Support a large or distributed sales force with the ability to transfer visitors to a representative in a regional office before a lead gets cold (significant drop-off occurs with visitors request a callback)

Perform frontline customer care via “virtual” or outsourced chat agents, and escalate visitors requiring additional assistance to a live representative

Enhance customer triage and retention by reaching out to a customer early in the cancellation process, which greatly increases the visitor’s willingness to stay with the service

When visitors escalate between channels, all details of their previous interactions are forwarded to the agents who next engage with them, essentially giving the agents a ‘heads-up.’ Agents are positioned to address the visitors’ scenarios immediately, and visitors are spared the burden of 'starting over from the beginning

Invite-to-Call: Proactively introduce the voice channel to visitors based on behavioral events, such as navigation path, product comparison or shopping cart abandonment.

Click-to-Call: Prevent your customers from entering endless IVR loops and reaching unattended 800-numbers by synchronizing channel and agent availability. Dynamically control the availability of the voice channel based on load balancing parameters and variables, such as agent capacity, visitor preference, product complexity, and customer profitability.

Business Rules Engine: Prioritize the availability of channels according to visitor profile, previous interactions, current browsing behavior, and agent availability. An ACD/routing system and predictive dialer ensure load balancing and route click-to-call requests to the most appropriate skill group or department, speeding time to resolution.

Integration and Web Collaboration Tools: Gain valuable insight into the customer’s complete communication history and current online session before a call begins to eliminate the frustrating task of making customers repeat themselves to multiple agents.

Real-time Queue Placement Indicators: Display accurate wait times to visitors who select click-to-call, informing them of their exact positions in your call queue.

Robust Reports and ROI Scorecards: Measure and document accurate incremental lift with comprehensive transactional and operational reports. Compare conversion and performance metrics for visitors exhibiting similar behavior across channels to maximize ROI.