03 November 2020
Is your contact centre using Click2Call effectively?
Conversations are the lifeblood of communication. Many organisations take this for granted, but contact centres like yours have a deeper understanding of why conversations are so core to what keeps the world moving. While the internet has vastly improved how we communicate across the world, emails, live chat on your website and other text based forms of communication have their limitations.
Contact centres experience thousands of customer queries a week, so it’s safe to say that they are acutely aware of how important clear and concise communication can be. Sometimes, text isn’t enough, and this is where Click2Call can lend a helping hand to contact centres.
Click2Call is fantastic for customers who are unable to wait in a telephone queue indefinitely, since you are instantly connected with a customer service agent, in a click. For instance, if your customer service agents are speaking to a customer, and they need to clarify instructions or details, it might be much more efficient to speak with them, rather than go back and forth through the live chat on your website. This decreases the time spent on each customer, making your entire team more efficient, and improves your customer service satisfaction rate. But the best thing about Click2Call is it’s free for the customer, which provides a better alternative for customers who are in lower income situations.
While improving your customer satisfaction rate, Click4Assistance’s full suite, including live chat on your website, can be game changing for your contact centre. It’s not just a standalone communication feature; it’s a full customer service communication portal that will skyrocket your customer service team’s productivity. Live chat integration, video chat, Click2Call, social media direct messages, artificial intelligence chatbot and formbot, and even your own CRM integrated, all accessible from a fully customisable dashboard that your customers service agents can access from any laptop or desktop computer with a Chrome browser. This allows your contact centre agents to work remotely from the office seamlessly, should the need arise. The 256-bit encryption for data in transit ensures that your live conversations are as safe as a payment page, no matter where your customer service agents are working from.
Imagine that your entire customer service team was already using Click4Assistance. If another pandemic wave hit, your entire operation can seamlessly work remotely until such time that office work is deemed safe. What if you have a tricky customer who needs to speak with a member of your team, but has already been chatting with an agent for the last 20 minutes? Does the customer then have to wait indefinitely in a telephone queue to be connected to an agent, and then transferred to the agent they were just chatting to, hoping that they are still available? Or does the agent just click the Click2Call button and immediately connect with the customer? This is how seamless Click4Assistance is. With just a click, your customers and customer service agents can speak with each other, either through Click2Call or video chat, no matter where they are working from.
With over 15 years of experience supporting contact centres like yours, Click4Assistance’s customer service software solution is robust and reliable, giving your contact centre the peace of mind that no other live chat for your website can offer. Click4Assistance’s entire operation is UK based, so none of your data experiences any transatlantic transfers, guaranteeing that your data is always protected by EU data protection regulations.
If you’re interested in deploying Click4Assistance, the UK’s premier GDPR compliant live chat software solution, to level up your contact centre in 2020, give us a call on 0845 123 5871 or send an email to firstname.lastname@example.org and one of our experts will be with you right away. Not ready to reach out yet? Discover how it works, try a demo, or better yet, try Click4Assistance completely free for 21 days.