Click to talk by LivePerson
Click to talk increases your online sales and improves customer service quality
What is click-to-talk?
LivePerson click-to-talk lets visitors initiate a telephone conversation with a sales or service representative of your online store directly from your website. With LivePerson click-to-talk, visitors click on a website button and enter the phone number where they’d like to be reached. As soon as the site operator accepts the request, the call is placed to the visitor.
You can also proactively invite visitors to speak with a sales or service representative if the visitor is exhibiting signs of abandonment or meet other important criteria.
Click-to-talk for online sales
Provide visitors with personalized assistance while they’re still on your site. Explain product options and answer support-related questions. Increase conversion rates, answer questions, cross-sell and upsell orders.
Proactive click-to-talk invitations
Leverage the proactive capabilities of LivePerson to reach out to visitors while they are on your site. Reduce shopping cart abandonment and increase average order value by initiating a phone conversation with targeted customers whose online behavior indicates a propensity to buy if engaged by an agent.
Real-time monitoring features help you determine the best visitors to invite. Select visitors based on their keyword searches, whether they’re repeat visitors, buyers or chatters, recipients of one of your marketing campaigns, or even by the value of their shopping cart. Use this intelligence to boost conversion rates and build customer loyalty.
Click-to-talk for technical support
Provide one-on-one support to customers experiencing technical support issues. Co-browse and joint form fill capabilities let operators guide visitors through complex procedures, while they’re on the phone.
Reporting and Analytics
Details reports on individual agents and agent groups reveal valuable insight into your online initiatives. Missed Call and Agent Productivity reports let you pinpoint peak traffic times and strengths and weaknesses of your team. Our built-in integration with Google Analytics delivers deep insight into sales transactions completed and leads generated from click-to-talk interactions. Compare conversion rates from online self-service (sales in shopping carts and leads generated from web registration forms) to transactions completed via click-to-talk to measure the true ROI of your online marketing initiatives.
Integration with third-party systems
LivePerson click-to-talk integrates with billing, customer database systems and CRM applications such as NetSuite and SalesForce.com. Eliminate time-consuming switching between screens and applications and gain immediate access to a visitor’s customer information and account history.
Benefits of click-to-talk
- Lower operating costs: Reduce operating expenses by deflecting calls from your 800 number. Get high-end telephone system and queue placement features without the expensive hardware investment and maintenance fees.
- Superior customer experience: Customers can easily escalate from Web to voice and get the information they need. Visitors can request a call immediately, or schedule a time or day that’s more convenient to them. LivePerson click-to-talk sends all details of the visitor’s session to the operators so they know what to say at the start of the call.
- Productivity Tools: Automated tools, such as co-browsing, canned answers, push-page and form-sharing technology, improve agent efficiency and increase productivity.
Benefits of LivePerson
- Hosted, on-demand solution: As a completely hosted service, LivePerson offers the lowest cost of ownership. All upgrades are delivered automatically, letting you take advantage of new features and services quickly and cost-affectively.
- Service reliability: LivePerson's servers are designed and maintained with the highest standards in the industry. Our clients enjoy a 99.95% uptime.
- 24x7 Service and Support: LivePerson’s technical support team is available and ready to answer your questions, 24x7, 365 days a year.
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