HD Video Conferencing for Customer Service
Web collaboration is the biggest growth area in e-service and provides the most differentiation possibilities for vendors. Companies are relying on WebConference.com™ collaboration capabilities to revolutionize the way they work with customers.
IMPACT ON BUSINESS
According to a recent survey of business customers by ServiceXRG, the most leading characteristic of service excellence is the availability of support when the customer needs it the most . What makes this characteristic particularly important is that no other element of service, including quality or timeliness, matters if services are not accessible when the pain occurs.
The emphasis on service availability is so important that it has a direct and notible impact on the customer's business. Over 80% of enterprise users that request support classify their problem as important to severe with varying degrees of lost data and/or productivity. This alone suggests a primary reason customers place an emphasis on service availability as key component of service excellence.
WHAT CUSTOMERS FIND MOST EFFECTIVE
The new evolution of customer service and support applications, linked together and enabled by the Internet is called Multimedia Assisted Service. By far, it is the most effective solution for achieving the highest call deflation and customer satisfaction mainly because support representatives can deliver compelling multimedia assistance to any desktop, anytime, anywhere with a few clicks of the mouse.
IMPACT OF LIVE CHAT VS. LIVE MULTIMEDIA
Data from Forrester's Consumer Technographics® North American Survey reveals that North American customers prefer and use human channels more than automated channels for contacting customer service. To help customers learn to love less expensive self- service support channels, firms should help match customers' goals to the most appropriate self-service methods and focus on improving the usability of Web self-service interfaces.
Addtionally, since most Live Help solutions only use chat as their main means of customer interaction, when given the choice, customers will always opt to use the more traditional human channels. Case studies show that customers who experienced live customer service primarily using chat are only 4% likely to use it again in the future if given the choice to use other options. However, customers who experienced live customer service with voice, video and collaboration capabilities are 48% more likely to re-use this type of service again.
TODAY THE MOST POWERFUL STORY IN SERVICE AND SUPPORT IS "UP-SELLING"
Agile businesses are always looking for opportunities to increase revenue and productivity and they have found that when a customer calls to receive help or support, customers are very receptive to hear about new products or services if their issue was resolved quickly and to their expectations. In the past, however, customer service representatives were limited and could not take advantage of these golden opportunities mainly because their live help support software was not the best tool for sales and marketing.
WebConference.com™ is different in that it provides a full range of multi- media features that are used successfully not just in the live help environment, but also in the entire customer contact life cycle such as customer training, sales and marketing
WebConference.com™ INCREASES YOUR RESPONSE TIME
Quick, accurate responses to customer questions and increased agent productivity in a comprehensive out-of-the-box functionality with unsurpassed scalability and performance that seamlessly integrates with your CRM applications or existing business processes.
WebConference.com™ is the next generation support and customer service solution with video, voice, chat, remote desktop and collaboration to match today's customer expectations. Agents at the call center or help desk are able to assist anyone, anywhere, and resolve technical problems on the spot. The end-result is superior service levels, improved first-call resolution and major cost savings.
How WebConference.com™ INTEGRATION WORKS
The integration process starts by placing a listing of your available LIVE HELP VIRTUAL ROOMS on your own website. This is achieved by logging in into your account and copying the "LIVE HELP VIRTUAL ROOM LISTING" code which is automatically created when you signed up for WebConference.com™. Once the code is placed on your website, visitors will have the option to choose one single agent or see an entire listing of available agents. As agents become available or busy, the list is automatically updated.
Additionally, upon exiting a conference, your customer can be re-directed to the website of your choice, allowing you to fully integrate with your CRM web service or similar processes. WebConference.com™ integration could not be made any simpler.