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.
How do we
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.