Customer Experience Strategy with Onmichannel Contact Center
Before explaining how easy is to deploy a web chat with XCALLY Omni Channel Contact Centerlet’s start with a simple question: do you know there is a direct relationship between the customer experience in a website and the business growth?
A recent survey showed that 75% of consumers prefer live chat engagements over any other way of communications. That same result shows how 51% consumers expect brand owner to be available 24/7.
If you are in a Business To Consumer (B2C) or Business To Business (B2B) scenario this trend is got to be very valuable for you.
In a nutshell, when you have consumers willing for content, products or services through a website, the best way to keep them engaged is offering web chat communications. Specially if consumers are visiting from a mobile device, which according to Nice in Contact the trend is that at least 50% of visits to a website come from smartphones or tablets.
According to studies made by ICMI it is correct to say that 46% of customers of a brand prefer live chat conversations in comparison to just 29% for email based interactions and 16% for social media. This is the reason you want to enable web chat interactions to visitors on your website.
How easy to create a webchat with XCALLY Motion?
With XCALLY Omni Channel Contact Center adding a web chat service to your website is super easy.
– Go to Chat Channel section- Click on ‘+’ to add a website
– Add a name to your website
– Specify a Key or short identifier
– Ente your domain name
– Select a List for your website
– Select a time interval to apply to your web conversations
– Add a description
Later on you may edit your channel settings and work on different preferences and tasks like:
– Obtain the web chat URL snippet code that you will add to your website- Create the snippet appearance (brand colors, logos, avatars, greetings, etc)
– Design the initial forms
– Create an action plan
– Define dispositions
– Prepare canned answers templates
In case you want to see how this works in real life feel free to click to a short video that demonstrates everything.
For more information on designing customer experiences that accelerate business growth feel free to contact us at email@example.com.
Electronics Engineer, MBA UC Berkeley Specialist and Digital Transformation innovator with 20 years of professional experience. Miguel is an IP-based communication expert and has wide experience in Voice Over IP, Telecom, Computer Telephony Integration, and CRM technologies. He specializes in Telecom, Omni Channel Contact Center, and Artificial Intelligence provisioning. Over the last decade, he has been proven to show incremental innovation for the use of Asterisk in the Call Center and UCaaS industry. His major career achievements include the design and development of the first YouTube prototype in the mid-’90s for a major university in the city of Cartagena. Miguel also deployed the first hybrid fiber optics coaxial cable broadband internet access for a cable operator in the same city. He has also designed a non-invasive CTI model between Asterisk and some cloud-based CRMs. Currently, Miguel is actively involved in the adaptation of XCALLY Omni Channel Contact Center suite for the North American and Latin American markets as a true digital transformation strategy of the customer service experience.