Potential customers can contact companies directly through websites and interactive touchpoints
With immediate effect, the Starnberg-based manufacturer releases version 2 of LiveChat: The software extends the classic contact options with interactive touchpoints. Companies can communicate with prospective customers and clients digitally directly through the website. Through the website widget, the contact portal or the multimedia business card, you can offer suitable contact partners with contact options such as text chat or video chat. The key benefits are greater customer loyalty and satisfaction, higher productivity, an improved customer journey and higher conversion rates. This direct, personal interaction over the website takes place without a media break. The prospective customer comes into contact with a company employee sooner and can get important questions clarified at an earlier stage. This helps shorten any decision-making processes. "The video consultation especially, which is face-to-face, offers the opportunity to establish personal contact with any prospective customers or clients," explains David Welzmiller, Deputy Head of Product Management at estos. "Video consulting is browser-based via WebRTC. Hardly any technical requirements have to be fulfilled by the customer."
The website widget displays an employee of the company with a profile picture, availability status and contact possibilities on the website. For example, if a prospective customer searches for specific information about a product or service, they can directly and easily contact the recommended contact person either through text, audio, and audio/video chats. The widget can be integrated on the entire company website or only on selected product pages. The contact portal presents selected employees via the website and provides presence information and contact options. Visitors can reach a suitable contact person via text, audio and audio/video chat. The multimedia business card can be simply sent either as a link, added to the e-mail footer or a business card. It refers to a personal web-based profile page, which shows availability and contact information as well as giving further opportunities to make contact.
LiveChat 2 doesn’t only offer another communication channel. Through automatic presence synchronization, availability is kept up-to-date. Visitors to the website can be allocated to consultants in an intelligent way, for example, depending on capacity as well as prioritizing the last person spoken to. Reports and analytics can be generated through server-based logging or integration with Google Analytics and Matomo. At the same time, this also makes it easier to organize your consultants. "With LiveChat 2, we've developed software that provides companies with another communication channel that ensures a consistent digital customer experience," summarizes David Welzmiller. "In addition, the software offers practical functions to organize and document communication, and is therefore targeted to the customer even more."
Availability and further information
LiveChat 2 is now available as a controlled release from estos, specialist dealers and system integrators, exclusively in the DACH region (Germany, Austria, and Switzerland). Further information can be found at https://www.estos.com/products/livechat
estos LiveChat 2: digital customer contact and video consulting software now available