e-Contact Centres

Proactive Web Chat

Generating website visitors can be an extremely costly and time consuming process, however amazingly many websites only convert between 3-5% of its visitors.

Our Pro Active Web Chat Solution allows organisations to offer its web visitors a personalised browsing experience with a view to uplifting conversion rates by up to as much as 40%.

Our technology allows you to monitor your visitors shopping behaviour and proactively offer assistance when they are showing signs of ‘distress’.

You will be able to engage your customers at the times when they look most likely to abandon their session, and provide them with the vital customer service they need to help them continue with their transaction.

Our experienced E contact Agents are trained to deal with customer service and sales enquires in a real time live chat environment providing benefits such as:

• Answering Support Related Questions.
• Answering FAQ’s.
• Providing Assistance with the Shopping Cart and Checkout Process.
• Providing vital Customer Feedback.

By Pro-Actively engaging with your website visitors you are able to gain a number of benefits including:

• Reducing Website Abandonment by over 25% on the web pages where it is deployed
• Improve Customer Service Levels
• Enhance the web visitor’s online experience.
• Increase online revenue by as much as 45%

Proactive Click to Talk

Proactive click to talk works in much the same way as web chat however it allows you to engage with web visitors via a telephone conversation.

This allows you to utilise your existing call centre setup to provide instant customer service at the times when your customers want it.

Analytics Service

Direct Response can provide you with valuable information about the activity on your website, we are able to identify where your web visitors are going within your site but most importantly where they are leaving and why!

We can consult with you as to how you can improve your website to ultimately drive up conversion rates.

Proactive Click to Co Browse

Co Browsing is when two people can look at the same screen but on different computers - potentially across the other side of the world.

We can provide you with the tools and the ability to actively walk your web visitors through the process of transacting with you.

Therefore complex transactions such as multi question applications can be made easier as the customer has their own personal assistant on hand when required.

E-Contact Staffing

Does your website functions 24 hours a day but your office’s don’t? Our team of expert e-contact centre agents are on hand to help you man your web interactions

The importance of utilising our e-contact services and solutions cannot be underestimated as it helps to:

• Improve Brand Image.
• Reinforce the quality of service along off line channels
• Improve and Strengthen Customer Confidence.
• Improve Customer Satisfaction
• Improve Customer Retention.

Direct Response has a great track record of providing these solutions to a vast array of leading companies in the following industries - Finance, Retail, Ecommerce, Real Estate, Aviation, IT, Cosmetics, pharmaceuticals and public services.