Proactive Click to Call

On average 30% of people who go onto your consumer website are “hot new leads” ready to buy, yet only 3 to 5% actually buy. Why is this so low?

The most common reasons for people not buying are:

Problems on the shopping cart checkout section
The customer wanted to have a question answered first
Could not find what they wanted
Could not understand a required question
Wanted some form of human interaction before buying

Direct Response can simply deploy a service that bolts onto your existing website and reads the “body language” of the browser and proactively engages them into a call if they are demonstrating any of the above reasons not to buy or just showing clear signs of being a hot prospect.

Once the prospect is engaged you can simply guide them down the sales funnel and turn them into a profitable customer.

This simple but incredibly powerful form of e-contact frequently doubles the conversion rates on websites whilst incurring minimal charges.

If you don’t use this service soon one of your competitors will.

HOW IT WORKS

BENEFITS

FEATURES

HOW IT WORKS

Instead of dialling a phone number, website visitors simply click an e-Contact Click to Call icon to speak with a sales or customer services agent. A form is then presented to the visitor, requesting the phone number they want to be called back on. The call request is then passed to the e-Contact platform, which instantly dials the visitor, dials your office and connects the calls together, just like any other call. Automated recordings are played to introduce the calls. e-Contact Click to VoIP lets callers choose to talk directly from their PC.

FEATURES

Hours of Operation Schedule:
Specify "hours of operation" for each button.

Find Me/ Follow Me Call Routing:
Route calls to specific offices or agents

Reporting and Analysis:
Track and understand call volumes, costs and patterns

Static Button/Icon:
The e-Contact Click to Call service is there to make doing business with you easy. (0.6% clicks through)

Dynamic Button/Icon:
The Dynamic Buttons can be used to proactively approach your website visitors. (6% to 22% click through)

	Exit Buttons: Add Exit links to application or transaction pages to pop the User Interface and proactively offer help if the customer attempts to close the window during the transaction process. Exit links are a last attempt to capture those online customers before they abandon your site.	Time out Buttons: “Time out” button deployment offers a new way to reach out to website visitors who are about to abandon your website. You can programme time out links to appear within the website visitor’s browser based on specific behaviours on a webpage. These links will not get blocked by “pop-up” blockers.	Hover Buttons: Different button deployments at various steps of the online website experience drive the best results. To that end, you can dynamically deploy Click to Call “hover” links. Hover links are desirable for long application forms that use a scroll bar. The buttons float above the page and stay in the same position relative to the user’s window.

Conditional Buttons/Icon:
Because sales conversion often depends on offering help at just the right point e-Contact allows precise control over when and where Click to Call buttons appear. Customised rules can be easily created, based on specific customer behaviour patterns, with very precise rules built to determine the conditions under which the button should be offered. Examples are value of shopping cart, product value, keyword search, repeat visitors etc. (6% to 22% click through)

Context Sensitive Buttons:
Display e-Contact Click to Call buttons based on factors such as product viewed, cart value, customer status. (6% to 22% click through)

Before You Go and Error Pages:
Offer to provide help proactively if there is inactivity, time spend on a page, navigation away, or anytime someone begins to fill out a form and then abandons or backs out. Presenting users with the opportunity to speak to someone live when it is most needed. (6% to 22% click through)

The “before you go” pages can be Windows style error messages which launch a call or a window pop that matches your website’s look and feel. Continental Airlines has seen significant results using this method of “before you go”:

Over 25% of Continental callers say eStara “saved” them from abandoning their transaction and going to a competitor.
Conversion rate on reservation pages with Click to Call has doubled to 35%, compared to traditional inbound 1800 contacts.

Exit Surveys:
Find out directly from your customers with real-time results what you can do to earn their business and maintain loyalty. Your customer survey pops in a new window whenever customers complete the call to your agents so you can find out what you are doing right, and what you can do even better to increase your customer base.

Surveys are also available as a standalone feature, to be presented to your customers at any point on your website or emails.

Surveys include your company logo for brand recognition
Up to 10 questions, designed to be completed in no more than 3 minutes
Results are easy to view, analyse, and share in real time

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