Improving Online Business Sep 12, 2019Views: 717
Your website is the shop front for your business. Your homepage is the window display attracting individuals to take a closer look. Ensuring your website is optimised to serve visitors is the key to improving online business.
Converse, Monitor, Engage
During the visitor’s time browsing on your website, they may have a small question or a complex enquiry. Enable them to gain instant answers with an array of communication channels.
Analyse visitors’ behaviour whilst they browse, detecting key information such as their location, device use and viewing as they change pages in real-time. This allows you to identify individuals meeting a specific trend e.g. visiting certain pages that usually result in a conversion.
Automatically invite visitors to interact with your company in several ways, using triggers based on the rules you specify.
Online Communication Channels
Live chat is a very popular tool to add to your website. The communication channel instantly connects website visitors to customer service representatives to engage in real-time. This allows them to quickly gain answers to their questions.
Artificial Intelligence (AI) is the latest technology to be integrated within customer service. Chatbots are available 24/7 and can ask questions to identify the visitor, answer any enquiries it has learnt and/or transfer to a real agent.
Video Chat capabilities are also making more of an appearance within organisations, allowing a one or two way live video and voice stream. Agents are able to read into the enquirer’s body language enabling them to advise based on how receptive the visitor is.
With many consumers using mobile phones over a landline, it can be expensive for an individual to make a phone call to a company, especially if they are located overseas. Click2Call enables website visitors to request a free instant phone call over the normal phone network.
It is now easier than ever to add any type of data capturing form to your website. smartContact provides customisable enquiry forms, allowing your company to collate anything from gaining natural sign-ups for your mailing list or booking an appointment, to requesting your latest whitepaper or product brochure.
Virtual Meeting Rooms
Collaborate with multiple participants within a digital text-based environment, regardless of physical location. Host support groups, Q and A sessions, live bids or open days etc. with complete moderation and entry restrictions if required.
Display your latest information, special offers or important news and automatically redirect your visitors’ browser to a relating page for more details.
The Control Centre
All of these channels need somewhere for agents to handle the enquiries. The Click4Assistance Dashboard provides a powerful and personalised omni-channel control centre to manage all of these communications tools.
Another module within the Click4Assistance solution is the Reporting Suite. Managers can analyse performance to optimise operations, identifying training needs and requirements for extra coverage.
The EU’s laws around security were shaken up last year, meaning companies had to review their data processing procedures and rewrite their privacy policies to conform to GDPR. As data security is our top priority, we regularly share how organisations can remain compliant when using our online communication channels.
Personalising your online communication channels can make all the difference with engagement uptake rates. If the contact method looks like a seamless part of your website, visitors are more confident to use the service as they know they are speaking with a representative from your company.
Also with the increased internet use via a mobile phone, it is important that the communication channels are responsive to ensure that the user experience remains smooth and consistent across all devices. This helps reduce frustration for website visitors.
Sectors Improving Online Business with Click4Assistance
Many types of organisations are using at least one of these communication channels to improve their online business and streamline their operations:
· SME – Increasing sales and leads for small/medium businesses
· Corporate – Meeting the specific needs of large organisations
· Public Sector – Digitally transforming public sector communications
· Contact Centres – Functionality to support the largest operations
· Estate Agents – Complimenting the online estate agent experience
· Finance – Making financial organisations for accessible
· Healthcare – Changing communication within the healthcare industry
· Local Authorities – Supporting councils and residents with digital transformation
· Retail – Providing innovative ways to increase eCommerce sales
· Travel – Delivering the high street travel agency experience online
· Universities – Improving student engagement with UK universities
From humble beginnings 15 years ago, an Essex developer with a vision wanted to ensure businesses could offer a personal service and improve online communication. Today, Click4Assistance is the leading UK provider of live chat software, offering a single solution with multiple communication tools.
To see the software in action, book a free personalised demonstration, where our team will take you through a tailored walkthrough of the solution and advise how best to use the system to meet your business requirements.
Alternatively, we have a free no obligation, 21 day trial if you wish to evaluate the solution.