3 min
According to several studies, 85% of consumers have used an online channel to get help with a product or service, and more than 40% expect to have an answer in one hour. In addition, 60% of users change their contact method depending on where they are and what they are doing. This requires companies to be more agile and flexible in their communications with customers.
For this reason, companies are currently looking for new ways to communicate with their customers, facilitating faster, simpler and freer communication adapted to the current use of new technologies by users. Welcome to the era of self-service, driven mainly by millennials.
Social networks, SMS, email, chat, and video chat, click to call … are just some of the self-service applications that users use more and more. In fact, the number of customers who prefer automated self-service has doubled to 55% in the last five years according to Convergys.
What can be easier than clicking and speaking?
Click&Talk is a service that goes far beyond the click to call, since it allows the users of your website to talk with your customer service center in a click, using your own web browser in any country, without the need for headphones or devices additional and without having to install any plug-in or application. With the simplicity and efficiency of smart telephony in the cloud of masvoz.
Click&Talk is based on WebRTC (real-time communications web), the technology that is revolutionizing communications. The WebRTC standard converts web browsers into audio and video streaming applications in real time, and is already supported by 80% of the browsers used by Internet users. Click&Talk offers alternatives by default for incompatible browsers, ensuring 100% connections.
What advantages does Click&Talk offer?
1.- Savings of 80% on free calls to the call center
With Click & Talk you can offer a new channel of simple and complementary communication to the 900 numbers, open 24/7 and all over the world. With calls at zero cost for your users and saving up to 80% in the costs of the attention of these calls.
2.- Immediate service, easy to configure and quick to activate
With the simplicity of smartphone services. You only have to add the Click & Talk service on your own website by inserting the code, deciding how and where you want to answer the received calls, and configuring in a click the different functionalities of the service.
3.- Improve the ‘Business Intelligence’ of your company
Configure and manage all the information of the service accessing your control panel at the moment you need, wherever you are and with any device connected to the Internet. You can restrict calls by country and extract statistics and service expenditure. In addition, you can call-track calls made through Click&Talk with your web analytics tool. Therefore, you will be able to measure and quantify the results at all times.
4.- Complete professional telephone support solution
Click&Talk integrates natively with Cloud Contact Center, the masvoz cloud service for customer service. The calls of the users are directed to the call center, in the same way that the calls of any line or specialized numbering are directed. Through Cloud Contact Center, agents and supervisors manage calls and telemarketing campaigns with an advanced and flexible tool.
The future of customer service includes, among others, solutions such as Click & Talk that make it easier for users to resolve doubts and queries free of charge, quickly and 24/7/365. So much so that, by 2020, Gartner predicts that customers will manage 85% of the relationship with companies without interacting with a human being.
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