Live Help: The Power Of Click To Call And Click To Chat

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•White Paper: Live Help: The Power Of Click To Call And Click To Chat

By ATG

Most companies today understand that adding interactive live help services to their Web sites – including voice call back and online chat services – can help them acquire and retain more customers, increase transaction and order values, and reduce churn. The decision many companies say they struggle with, however, is whether to offer that help via voice OR text chat.

While chat and voice are sometimes equated, they serve different business goals. A growing number of successful online businesses across a range of industries are discovering that voice vs. chat isn't an "either/or" decision. These e-commerce leaders recognize that combining live voice AND text chat services – offered selectively, proactively, and in an integrated manner to the right online prospects and customers at the right time – will maximize online sales and profits while boosting customer satisfaction and retention to new levels.

This paper explores the role that voice and chat play in an effective live help offering, and examines how the two technologies – when deployed in an integrated fashion – offer the most revenue and loyalty benefits for companies that are serious about maximizing the return on their online channel investments. This paper also illustrates how starting with voice-based sales assistance, and adding chat once key learnings are uncovered, is proving to be a highly successful approach to delivering faster ROI and greater long-term success.

Click Here To Download:
•White Paper: Live Help: The Power Of Click To Call And Click To Chat