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In today’s environment, interacting with a human customer service representative is required for turning browsers into buyers,” said John Federman, CEO of eStara. “For high-value and complex sales transactions, voice is still preferred by an overwhelming number of online shoppers. However, there’s also tremendous value in providing customers with options, like text chat, in order to handle lower-value sales or service-oriented inquires. Combined, these solutions empower customer service representatives to engage customers at key points during the online transaction to assure sales conversion and improve the customer experience.”

Patent-Pending Tech Ensures Continuity Across Communication Types

Using its patent-pending cross-channel data passing technology, both eStara’s Click-to-Call and Click-to-Chat solutions ensure continuity of experience for online shoppers as they transition from the web to a voice or text chat conversation. Cross-channel data passing creates a seamless experience by transferring information about the customer and the context of their online session directly to the customer service representative (CSR) at the time of call or chat initiation. The CSR’s software can be configured to display this information directly on the agent's desktop screen, or it can use the incoming data values to trigger lookups into the company’s own databases to retrieve related details (customer records, purchase history, billing information, etc.)

According to Bob Chatham of analyst firm Forrester Research, “Great cross-channel customer experiences hinge on continuity. Customers deserve seamless transitions between channels that maintain the context of a single interaction without redundant quizzes for information. Click-to-call fits the bill.”