Solutions

SiteAcuity’s Solution for Sales Teams

SiteAcuity’s Solution for Service & Support Teams

Happier Customers stay loyal

More than ever before, customer service and support must be delivered online and conveniently. Most companies immediately think of self-serve tools (i.e. FAQs, knowledge bases, and online help), email, and maybe trouble ticketing when it comes to web-based customer service and support. But customers frequently want quick, easy access to a live rep. SiteAcuity provides the technology behind great web-based service delivery with powerful benefits, including:

• Better, more personalized service delivery – Turn routine phone calls and text chats into highly interactive sessions. Text chats can easily escalate to phone calls, phone calls to online collaboration, and customers can see the connected rep’s contact info.
• Happier customers – Customers seeking help from a live rep have quick, easy access via phone (call in, click-to-talk, or call back request) or text chat. Your customers are no longer stranded in a sea of online information without access to a real person for help.
• Improved customer retention – Your customers will stay with you longer and buy more because you offer better, more personalized, web-based support than your competition.
• More customer loyalty – Site-to-Phone™ enables you to deliver the ideal web-based customer experience. Happier customers are more loyal customers.
• Quicker problem resolution – Simply having easier access to live support may be enough to get the customer question answered or problem fixed sooner, but Site-to-Phone™ also equips your reps with more tools and information to better assist your customers.
• Better matching of customer requests with trained reps – Site-to-Phone™ intelligently routes customers to appropriately trained reps based on the nature of their request and the reps skills.
• Easy measuring of rep productivity – The Site-to-Phone™ system tracks all rep activity (and even inactivity) and provides numerous measuring and monitoring capabilities for contact center managers.
• Understanding of site problems – Automatically track and report on where customers are on the website immediately prior to initiating contact.
• Regular, immediate feedback – With built-in, automated surveys and forms you get more actionable feedback from customers and input from contact center reps.
• Better informed reps –Site-to-Phone’s™ technology gives contact center reps access to the right information at the right time, resulting directly in a better customer experience. When connecting with web-based help requests, reps have immediate access to clickstream data, chat history, and, potentially, CRM data.
• More efficient reps – With built-in multi-tasking, easier access to required information, and tools for interactivity with online customers, you reps will get more done faster.
• Lower costs – With a more efficient operation you can provide superior service with fewer reps.