Webview

Live website behavior to call-centre agents

Reduce call handling times, increase customer satisfaction and improve cross and up-sell while providing a better service

Live connection between the callers navigation on the website and the agent answering the call

Improving cross-sell and upsell opportunities

Personalising scripts to swiftly provide help

Webview is a web application that shows the call center agent useful information about the online customer journey before and during a given call. The agent can see from which URL the customer is calling, which URLs were visited and in what topics the customer is interested.

Lastly, the agent has the ability to log the reason or outcome of the call. Combining this data Webview becomes the bridge between online and offline channels.

Improve Customer Experience

Webview provides quick and easy insights about the online customer journey before and during the phone call. With this valuable information upfront, the call can be directed in line with the interests of the customer.

As an extra, the agent can also send text messages with useful information to the customer while being on the call.

Potential for Upsell and Cross-sell

Not only will it lead to better service or less costs, it can also be used to increase sales. The agent sees what the customer was looking for online and therefore can create tailored offers for upsell and or cross-sell.

Reduce Average Handle Time

Based on the interests of the customer, Webview shows the right information at the right time to the agent. As a result, no time is wasted in finding the right answer to a question.

Outcome call and call reason

The extra benefit of using Webview is that the agent can log the outcome of the call and or call reason. This generates a full and complete data set about the online and offline customer journey.

Webview is a web application which you can easily access through our URL and does not require any installation.

Integrate our URL in your call center software and you are ready to go!

What is required:

We’ll run an onboarding process to implement the interface for the agents, set up interest categorisation and script while assisting in how to train agents in use of the data.

In order to use Webview, Call-tracking is required on your website.
(A simple) Integration to your call-centre to make the interface available to your agents.
Implementation of Engagement & Personalisation Engine and optionally Call-tracking.

TESTIMONIALS

Andrea Crippa

Senior Retention Manager at Warner Bros Discovery (EMEA)

bmetric has always helped us deliver the best customer experience and content recommendations to our subscribers. It is not only easy to use but also manages to interact with our CRM systems efficiently, generating insights that help us understand how to improve our D2C strategy.

Zakarias Balling Eddaif

When working as Operations Manager, Web Assisted Sales & Outbound at YouSee.

Our goal at YouSee is to provide customers with the best user experience. With bmetric, we're able to maintain the best possible response time to our potential customers and qualify our sales conversations, thereby creating a synergy between the online and offline efforts and the experience of buying our products— ultimately resulting in the best availability for our customers.

Jens Petersen

When working as Head of Online at Tryg Forsikring

At Tryg we have used bmetric for several years. In part to gain insight as to why customers are calling, so we can offer better help, faster; and in part to make sure that our user experience is the best possible across channels, whether you want to buy online or talk to our sales department. bmetric has always delivered swift and high-quality service.

Melvin Rostamkhan

Online Marketer at Klaverblad Verzekeringen

At Klaverblad we want to offer an impeccable service to our customers. With bmetric we make sure that potential customers on the website can easily reach us via the phone. In addition, bmetric helps us segment our online visitors to display relevant information that meets the visitor's needs. In short, with bmetric we ensure a perfect synergy between online and offline communication.

Rune Grønvaldt Hansen

Director of Online Sales at Telia

Telia wants the best for our customers, and that means striking a perfect balance in the user journey so that visitors are effortlessly able to buy online but also get the help they need in the call-centre - all depending on their personal preference. bmetric has helped us strike that balance. We have always experienced the highest urgency and care for our setup after working with bmetric for many years.

Paula Borsboom

Customer Journey Owner at Greenchoice

In the collaboration with bmetric, we gained a stronger insight into the customer journey of our website visitors, which allows us to shape our website to their needs and make sure they have the best experience with our services. With bmetric we are able to optimize our contact channel in such a way, that what we can create better digital experiences for our customers, and we can also increase our website performance from a sales perspective.

Jeffrey van Peer

Online Marketeer at Delta Energie

At Delta Energie we are constantly looking for potential improvements in order to serve our audience in the right way, via the desired contact channel. Since 2020, bmetric has helped us with this, through the successful use of a customer contact strategy and finding the balance between online and offline sales. The pleasant cooperation and the high-quality reporting will undoubtedly result in better digital information, increased self-service actions and new sales also this year.