Wcs how to use
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The document discusses a web customer service (WCS) platform that allows companies to start chats, audio calls, or video calls from web, mobile, and kiosks to contact centers. It provides an overview of the WCS features and benefits, such as click-to-call/video capabilities, engagement processes, usage scenarios, and how it can leverage contact center infrastructure to improve customer experience while reducing costs. The WCS platform allows customers to easily communicate with companies for support through multiple channels.
Wcs how to use
- 1. © 2012 Eudata. All rights reserved. Eudata Confidential
- 2. WCS main purpose is to let you interact with customers quickly and better. To do this in the best way you can, take a look to this quick list of hints! © 2012 Eudata. All rights reserved. Eudata Confidential
- 3. WCS is a platform that permits to companies to starts Chats, Audio Calls or Video Calls from Web, Mobile and Kiosks to the Contact Center WEB Web Customer Contact Center © 2012 Eudata. All rights reserved. Eudata Confidential
- 4. Click To Call / Video Call Simply clicking a button the Audio/Video call starts and the contact center agent is engaged Click To Chat + Click To Call 2 separated buttons (One for chat and one for call)used in different areas or with different customers. The call should be a voice only call or a video call Click To Session The session starts with Chat and during the session agent and customer can choose if they want to talk/video talk simply clicking on an escalation button Presence Based No contact center involved, it is used to let advisor/expert to engage/be engaged by the customers using the web portal where both expose their presence status © 2012 Eudata. All rights reserved. Eudata Confidential
- 5. Marketing Usages Mobile (banner and email) Kiosks Web Portal in Public or Private Area © 2012 Eudata. All rights reserved. Eudata Confidential
- 6. Email Web Call Back Chat, IM using external IM worlds Collaboration Tools Audio or Audio Video Calls from Web, mobile and Kiosk Escalation through all This Channels © 2012 Eudata. All rights reserved. Eudata Confidential
- 7. Usages © 2012 Eudata. All rights reserved. Eudata Confidential
- 8. Engagement Process: HAS TO BE SIMPLE! Start the session in only one step! Take care where you insert the button, it has to be visible Don’t ask for customer data before the call with forms, you can do this during the conversation © 2012 Eudata. All rights reserved. Eudata Confidential
- 9. Use the chat as an alternative channel The chat channel is very important in case of problems during the communication. Chat panel active during the Video or Audio Call © 2012 Eudata. All rights reserved. Eudata Confidential
- 10. Video quality is one of the most important things that has to be considered in a WCS project. There are some important facts that influences it: Level of perceived quality (screen size, audio/video sync, …) Bandwith on customer side Network reliability Video screen size is related to the service you want to provide. If you want to support the customer on your web site, it’s important you create an interface that is not too big, in this way the portal is not covered by the WCS interface. © 2012 Eudata. All rights reserved. Eudata Confidential
- 11. Click to call campaigns: WCS powered Banners Catch your customer as they show interest, and let them communicate with you in one click, with a free chat or audio/video call.
- 12. Click to call campaigns: WCS powered Mailings Catch your customer as they show interest, and let them communicate with you in one click, with a free audio/video call.
- 13. As the WCS call is setted up on internet, it is free for the caller and for the receiver. Using our ROI calculator you can estimate how much money you save moving contacts from traditional phone calls to web calls http://www.eudata.biz/modules/AMS/article.php?storyid=31 © 2012 Eudata. All rights reserved. Eudata Confidential
- 14. Used in the private pages of the web site, mainly for supporting the customers
- 15. Directly used in the home page to sell new contracts
- 16. Used for Kiosks. Very simple bottons, with recursive video when the call isn’t active.
- 17. Using WCS you can define a set of information to be passed to the agent. These information are picked up from the web page and are very useful to define customer’s needs: Customer name/profile Web page originating the call Using our proactive engine: history of the user navigation, behavior of the customer on the web site, time spent on each page… You can use this informations to open a specific CRM Campaign
- 18. Leverage Contact Center infrastructure Improve the Customer Experience, with more channels, more devices and collaboration opportunities Reduce time to serve for the customers, Less agents can serve more customers Reduce phone costs on toll-free number (PSTN calls reduction) Video enhance the level of the interaction between customer and agent © 2012 Eudata. All rights reserved. Eudata Confidential
- 19. REFERENCE www.eudata.biz http://www.newmediasocial.com/profiles/blogs/online-chat-and-clicktocall Newsletter Send an Email to subscribe: [email protected] © 2012 Eudata. All rights reserved. Eudata Confidential