Interactive touchpoints provide direct contact with website visitors: The website widget, the contact portal or the multimedia business card, display suitable contact partners including communication options such as text chat or video chat.
Interested parties or customers can communicate with a suitable contact person from the company much earlier and clarify important questions. This not only reduces decision-making processes, but also increases customer loyalty, satisfaction, and productivity as well as helping to improve the conversion rate. estos presented its LiveChat software at the CCW in Berlin on 18th-21st February in Hall 2 Stand A22. CCW, formerly CallCenterWorld, is Europe's largest international trade fair for innovative customer dialogue. Around 270 exhibitors presented trend-setting products and solutions to optimize communication processes between companies and their customers.
A typical example shows that the estos LiveChat offers versatile new options. This means, among other things, that work steps previously only possible by personal contact can be accomplished: With the Stadtsparkasse am Niederrhein, for example, customers can conveniently open an account, not only in the bank but also from home. Customer identity is verified by holding ID to the camera during the video chat.
"When we changed the chat application from text only to video, we chose estos because we wanted to have a partner for the video sector who could offer a solution that was simple, functional and of high quality. (…) This gives you a direct connection to the customer – when you see each other, that's clearly more personal and more pleasant," says Marco Wellmanns, Head of Media Sales at Sparkasse am Niederrhein.
LiveChat from estos not only offers another communication channel: Automatic presence synchronization keeps availability up-to-date. Website visitors are intelligently distributed among agents, for example on the basis of workload and prioritization to the person they last spoke to. Reports and analyses can be generated through server-side logging or integration with Google Analytics and Matomo. At the same time, this makes it easier to organize the agents.
The estos experts Theófilos Kokkotas, Director Business Development, and Robert Weiß, Sales Director DACH, were on hand at the CCW in Berlin advising and informing people, not only on LiveChat, but also on other suitable estos products.