Live Chat - Elision Technologies

Important Integrations for a Call Center Solution

Posted on August 31, 2020 - 6:27 am by Hiren Pancholi

Important Integrations in a Call Center Solution

In the call centers, customer satisfaction has become the main focus point. To deliver a better customer experience, call centers invest in multiple things. From round clock support services to the best call center solutions, everything gets employed to increase customer satisfaction in the call centers.

A call center solution is a useful tool to increase customer satisfaction. Usually, this software has many useful features as well as it has many advanced add-ons to increase the functional capacity. To increase customer satisfaction, one needs to increase the functional capability of a call center software solution. Along with different add-ons, one also needs to invest in the integration of different solutions and add-ons into the call center software.

In this blog, you will learn about the top 5 solutions or APIs you must get integrated into your call center solution:

1. CRM

CRM (Customer Relationship Management) solution is usually used in the call centers to store information of customers. All different interactions of the customers with the call center get tracked in this software. Call center CRM integration helps in empowering agents by making customer information available to them during the call. This helps in personalizing the conversation and increasing customer satisfaction.

2. WhatsApp

Call centers either run customer support campaigns or sales campaigns. In both types of campaigns, it is necessary to reach customers via their preferred communication channels. WhatsApp Messenger is very popular among worldwide people. Call center WhatsApp integration allows call centers to add one of the most preferred communication channels in the call center. It further increases customer satisfaction.

3. Social Media

Similar to WhatsApp, various social media platforms are also used by customers these days to reach out to a company. Often, these platforms are used to show anger related to concerns faced by the customers. For example, Facebook and Twitter are often used by customers to share their issues via direct messages or comments. The integration of these popular social media channels with the call center software helps in delivering better customer services on these platforms without leaving the call center software.

4. Traditional Communication Channels

As mentioned earlier, customers can be more pleased if you provide them support via their preferred communication channels. Along with modern communication channels, there are some people who prefer traditional communication channels such as:

There are also some specific use cases of both of these channels. By integrating SMS API and email API into the call center solution, you can delight clients as well as save agents’ productive time.

5. Webphone

Generally, to attend calls, call centers use a Softphone. It is additional software, which has to be maintained additionally. Agents also need to take additional steps to attend calls in the call center solution. A Webphone is a WebRTC based phone that can be integrated within the call center software. Integrating into the call center software keep agents more productive to delight clients

We have expertise in integrating any API or software with the call center software. We already provide these integrations with our call center solution, DialShree. Contact us for more details.

Live Chat Is Vital in the Travel and Hospitality Industry

Posted on November 18, 2019 - 7:10 am by Hiren Pancholi

Communication is vital in the industry these days and all industry verticals need to take benefit of the features and benefits offered by technological inventions. There are many innovative tools that allow uninterruptable communication to allow organizations to stay in touch with customers.

Live chat has turn out to be a powerful means of communication between the organizers and customers irrespective of the business. This mode of social communication enables clarifications of any kind and facilitate deal-making. In today’s world of cut-throat competition, an online presence is crucial to success.

The travel and hospitality industry, both recognize the importance of the internet facility. There is a remarkable surge in the trend of online bookings. For many years now, online bookings have been a way to conduct business in the travel and hospitality sectors. However, this technique seems to have reached a saturation limit.

Everyone in the field utilizes similar technology. Therefore, in order to win the cutthroat race, it is time to devote and engage in novel means of interaction. The live chat software solution is a perfect solution in this regard. The clients can be offered an exemplary experience and service through the facility of live chat.

Why live chat software is important in travel and hospitality industry?

Sometimes even with the best technological skills, websites can be difficult to maneuver. Browsing and selecting could get tedious. Hands-On involvement in live chats can easily resolve such issues and provide a better client.
In the hotel industry, the first impression certainly leaves a mark on the psyche of the consumer. Practical presence to entertain guests at all times of the day may be an issue. This problem can certainly be overcome by websites showcasing the amenities of the hotel and queries being answered through live chats.
Additionally, what cannot be covered with formal websites fall in the parameter of live chatting? Personal requisites of travel and lodging can be facilitated by means of prior interaction through live chats.
Competition in the industry paves the way for maximum concessions. Today’s technologically savvy consumer prefers to make bookings after browsing through sites furnishing comparative rates. Incorporation of live chat on such sites can definitely provide a competitive edge.
Today, time is money. For most busy clients with hectic work schedules, an interaction may only be possible at odd hours. Missing an opportunity could be losing revenue. Live chats aid in rendering tailored support to clients irrespective of distance and time.
Research put forth that about 11 percent of deals get abandoned at the threshold of payments. Rejection of cards and lack of direct contact at that very moment can stall major deals. Live chat again eliminates this risk and makes bookings a more friendly and convenient issue.

Live chat solution is an incredible tool that comes with the asset of perfect clarification on all fronts for clients yet maintaining the privacy of the consumer. What better way to communicate in terms of consumer and what better way to pave way for success in terms of business.

In this union, Elision is located at the pinnacle. With years of expertise and know-how in the realm of unified communication, Elision enhances the pace of communication and success in any business.

To know more about the live chat solution offered by Elision, contact us.

Top 3 Must Use Tools for a Call Center

Posted on July 29, 2019 - 7:40 am by Hiren Pancholi

Call centers are a lifeline for many businesses. Some businesses outsource their call center business to full-fledged call centers and some set up an in-house call center to take care of call center related operations. In any case, the call center has to use top solutions and tools. They can’t rely on the traditional telephone to provide call center services.

Now, the question is, which are the must-have tools to make sure the call centers provide effective services within the minimum time to the customers so the revenues and ROI, both can be increased. Don’t worry, in this article, I will share the top 3 tools that can prove to be the best tools to leverage the benefits of having a call center.

1. Call center software

Without a doubt, the first tool needed by any call center is the call center solution. One has to invest in the call center software and required infrastructure. This solution comes with a wide array of features. These features are necessary to create a business that is streamlined. It comes with different call routing rules, dialers, coaching, reports, and relevant features to benefit the call centers with the most advanced tool to take care of any and all call center related operations.

2. Live chat solution

Whether you believe it or not, the call centers in today’s era need to have live chat software. Why? Well, the simplest reason is this is customer demand. Millennials prefer to chat over a telephonic conversation. Also, there are many customers that used to be busy and don’t have time to call a call center and stay in the call queue until they get connected. On the contrary, they can add a message in the live chat and get back to their routine until the agent responds back. This is easier for them and also save time. Thus, a live chat solution is very important for any call center. The companies need to invest in the white label live chat solution to receive a wide range of features such as transfer chat, group chat, etc.

3. CRM system

The customer database has to be managed in the CRM solution. This helps in many different ways. A company can have a clear track of the customer. Also, the company can take benefit of the customer journey and relevant digital marketing steps to increase customer engagement. The company can also use the information stored in the CRM solution to run various call center campaigns. During the live call, the agents can use customer information to provide personalized comments to the customer. Due to all these benefits, the CRM system is one of the top 3 and must-have solutions in the call center.

We, at Elision, offer all 3 of these solutions for the call centers. We also provide integration of all these 3 solutions in a way that the customers can make use of these systems within a single sign-on. For more details, contact us.

Top 3 Tools for Customer Support

Posted on June 3, 2019 - 4:37 pm by Hiren Pancholi

The customer is important in any business and that is why post sales support and technical support redefines the business success. If you provide a good support service to your customers, you can get more business from the same customer as well as you can receive testimonial, case study, etc. which can help in boosting your digital marketing campaigns.

Some customers also refer new prospects to their vendors. In this case, you can get many open doors of opportunities by providing the best customer support. To provide good customer support, you must have a skilled staff.

Moreover, you have to invest in the reliable tools. The traditional tools can’t live up to the expectations of the customers. In this article, I will talk about the top 3 tools which work amazingly well to provide the best customer experience to the customers.

1. Call Center Solution

The call center software is an amazing tool which lets you offer the best customer experience and post sales services. It is perfect to provide both, technical and usual customer support services. If you can invest a little more, better to go with the omnichannel contact center solution.

The omnichannel contact center solution provides all types of communication channels, email, SMS, WhatsApp, fax, live chat and video. This helps in providing an enriching experience for the customer.

2. WebRTC Screen Sharing Solution

This is a new system introduced by the top VoIP companies worldwide. It is a WebRTC solution. It provides a web based application which can be accessed via a web URL. Once you access the same, one party can share the screen to another party.

It also has a facility of voice call at the same time while sharing the screen. This is very good when you want show screen to explain something or give a walk-through or want to deliver the technical support for system based programs.

3. Live Chat Solution

This is a general purpose support tool. It can be used in any industry to provide any type of customer support. It comes with a wide array of features if you go for a white label chat solution. It is very in-demand as today’s consumers prefer chat over the telephone as chat can be done on the go while you be multitasking.

The white label live chat software often give the features which helps in boosting the productivity of the staff as well as it can be used to increase the customer satisfaction and branding.

These are the top 3 tools which can be used by any company to provide good customer support. If you are offering some kind of technical support, then add helpdesk ticketing solution to your must have solution list.

We have benefited many companies by providing the best customer support solutions. Contact us to know more how we can help you.

1. Increase Sales

The studies and survey data have been proving for many years that the live chat helps in increasing sales. As per the study results, the companies which have live chat support on their website can generate 3x to 5x times more leads. Also, the customer support with the live chat solution increases the customer engagement and reduces the bounce rate, which help in gaining SEO benefits gained with strategic digital marketing campaigns.

2. Increase Customer Satisfaction

As per the eDigital customer survey, 73% customers prefer and like chat support compared to any other channels of communication for the support. The customers like having a quick chat instead of engaging themselves in the call or email conversation.

The customers mention that the live chat button on the site give them confidence of getting quick support as and when needed without holding a phone while in the call queue or awaiting to get a response for the email. The live chat solution can help in increasing the customer satisfaction by giving them the quick answers and confidence that their problems will be resolved.

3. Reduce Expenses

The support can be given with via a phone, email or live chat. The email conversation requires the cloud space as well as it can be delayed often and difficult to track. The phone system is 41% more expensive than the live chat based support.

More than that, the live chat solution enables the agents to do multitasking. It means one agent can handle more than one customer, which reduces the expenses. These are the top 3 benefits of the live chat solution.

The white label live chat solution is even more beneficial than open source or free live chat software. It gives branding benefits to the companies. Also, it has more features than free live chat software. Thus, it is very important to have white label live chat solution.

We have white label live chat software which can be integrated within any webpage, landing page or any solution such as call center solution. Contact us to know more about our white label chat software.

Live Chat Solution for Website: Best Practices for Its Effective Use

Posted on June 12, 2018 - 12:14 pm by Hiren Pancholi

High customer satisfaction can score the double revenues and skyrocket a business. The live chat solution for website is one of the most effective customer support solution. It can be placed on the website.

The effective use of the live chat solution can result in increased lead generation and business. We have been offering the best live chat software to our clients. In this article, based on the practical use of the live chat software on the website, we will share the top 5 best practices that can help you to make maximum use of this amazing tool.

1. Place it in a user friendly manner

The live chat software is a complete system that comes with many features and modules in the backend. The agents use those features to provide effective chat support to the website visitors. On the contrary, the front-end aka your website will only have a small button and a chat widget.

This chat button has to be placed in a user friendly manner. As per the standards, you shall put it on the bottom right corner of the screen or on the middle right side of the screen. The live chat solution has to be responsive to provide required chat support on different devices. It shouldn’t block any content and has to match the theme of the website.

2. Collect Contact Information

The contact information is important to start the sales funnel. Once you get the contact details, you can send follow-ups, email newsletters, informative messages and many more relevant marketing materials entice a customer. However, don’t be greedy to ask a lot of details. You must ask minimum details, such as,

Name
Email Address
Phone Number

The phone number field can be optional as some people don’t feel comfortable sharing it during the first conversation.

3. Stay Online

This is an obvious fact. It is a live chat support and you must be online to provide the live chat. Of course, you may have certain working hours and you might not work during off hours, but, there should be at least 8 hours/day when you are providing the live support.

4. Use Humans for Live Chat

Almost half of the companies have started using the chatbots. This technology is still evolving and chatbots are still not good enough to provide the best live communication support. Thus, you must use the humans for the live chat.

If you are getting hundreds of chat requests, then you may use the bots to qualify the leads, but once the lead is qualified, the chat must be transferred to a human agent to entice the visitor.

5. Use all available features

The live chat solution comes with a lot of interesting and helpful features, but 80% companies fail to use them completely. All they do is, just answer queries of the visitor. You must train the agents to use all features.

For example, visitor path can help understanding his interest and provide personalized answers with possible upselling. Use chat transcription to work on weaknesses. Use ‘transfer chat’ to transfer the chat to the senior or technical person, if the visitor is asking out-of-the-box questions that a senior can handle.

Concluding Note

The live chat solution can skyrocket your business if used correctly. The above mentioned tips will definitely help you to utilize the live chat solution at its best.

We, Elisiontec, offer the best live chat software with white label. Contact us to discuss more.

Top 5 Tips to Improve Customer Experience

Posted on May 1, 2018 - 12:30 pm by Hiren Pancholi

Customer is the most important entity for any business. Thus, it is important to assure that your customer receives the best experience. A positive customer experience is important for almost each business, regardless of industry vertical.

However, for call centers, customer care centers and similar businesses, the customer experience is even more important. Even after assuring everything at possible extent, it is possible the customers are not happy with the service.

We, Elisiontec, have been offering a wide range of customer service related solutions. We have been working closely with many companies to improve their customer care service and based on our experience, we would like to share the top 5 tips to improve your customer experience:

Assure you have a team of skilled agents

Your agents aka customer service executives must be trained and skilled to talk with the customers. They are responsible for ultimate customer experience.

Thus, you have to assure that the agents you hire are skilled. Also, you need to arrange training on a regular basis to keep their skills up-to-date so they can provide the best customer experience in any kind of situation.

Allow your customers to self serve themselves

One of the biggest reasons of frustration is: for 5 minutes of solution; the customers need to stay in the call queue for 15-30 minutes. The best way is to let them self-serve themselves. You may add IVR Solution in your telecommunication so the customers can get their answers on their own.

You can also put a callback option so they can leave a callback request. This kind of solutions can let customers get answers on their own as and when possible promptly.

Advanced Tools

You must have advanced tools for your customer care staff such as an advanced call center software, CRM system, etc. Also, you should add more than one mode of communications such as a voice call helpline, email, live chat solution, etc. So the customers can reach you with their convenient mode of communication.

You can also use a missed call solution that will allow your customers to just give a missed call to have a callback. This solution works really well for support centers when customers are frustrated with their issues. The missed call solution works to pacify them by not spending on raising a complaint.

Provide Personalized Experience

You must provide personalized experience to your customers and callers. This will make them feel valued and help you in improving the overall positive customer experience as well as customer loyalty. You can train your customer care executives to provide a personalized service.

Also, you can use the sticky agent in your call center software so the customer call will be routed to the same agent all the time. This will make customers feel more comfortable. You should also integrate call center and CRM so the agents can have customer details in front of him during the call, so he can use that information about the customer to provide better customer experience.

Streamlined operations

Your team and tools must be streamlined and up-to-date. All records in different software such as call center software, CRM system, etc. must be identical for the same customer. You can train your staff to be accurate about it.

Also, you can take advantage of technology such us integrate different solutions, i.e., Call Center CRM Integration. This will assure the update of record in one solution is also reflected in another solution in real-time.

Conclusion

In a nutshell, we can say to provide the best possible customer experience, you need to have a skilled staff and you should have ongoing training and mentoring program for them. Also, you must have advanced tools and solutions to support your team to offer the best customer experience.

Why You Must Have Live Chat on Your Website?

Posted on April 3, 2018 - 12:41 pm by Naman Dabhi

Whether it is a business website or eCommerce site, one fact is true for all: the lead generation ration is lower than visitors flow of the website. The companies spent thousands of bucks on digital marketing services so they can receive more leads. The marketing activities bring a lot of traffic, but lead generation is quite low compared to the brought traffic. The reason is the visitors coming on your site need instant answers. Everyone is in a hurry and if they can’t find or understand something, they are more likely to leave. The solution here is install live chat software to your website.

Wondering, how will it help? Let’s explore the top 5 benefits of live chat solution, which prove its importance.

Convenient
Chat is flexible, quick and easy. People like to talk with a live person while they are navigating a site to buy something. The executive on the other side of the chat works similar to a sales person in a store who helps customers to locate what they are looking for; answers their queries with smiling face and delighting them to become a customer from prospect. According to a survey result, 44% of online consumers mentioned that having a live person answering their queries during buying cycle is one of the most important features a website can offer. Add this convenient mode of communication today.

Reduce expenses
Chat is free on both ends. Yes, there is a onetime fee while you buy live chat software, but then you don’t need to pay anything. Likewise, the prospective customer can initiate chat without spending a penny. This makes communication free on both ends. Furthermore, you don’t need to invest in hardware such as headphone while using chat as a mode of communication.

Increase productivity
The live chat software provides a mechanism to support multiple chats in parallel. As agents don’t need to hang on the call, they can be multitasking. They can provide chat support to multiple clients, prospects, etc. in parallel. Also, they can work on other tasks in parallel. The quick wrap up and increased lead generation will boost confidence and morale of the agents. This increases overall productivity of your staff.

Increase sales
Lead generation is not a single step. It is a complete cycle, called, buying cycle. If your live agents can walk the prospects through website and products they are looking for, they are more likely to convert as a lead and business. This helps in decreasing bounce rate, i.e., visitors bouncing back without generating lead. It also saves time of business developer by assuring the quality lead generation.

Increase ROI

The live chat software will provide a prompt support to prospects by answering their queries in real time, which will increase lead generation and conversion. Furthermore, staff productivity and resource utilization will be improved two times more. In a nutshell, a business can leverage the benefits of increased revenues and decreased expenses, which will clearly increase ROI.

Still have a question? Or looking for white label chat software? Get in touch.

How Live Chat is Most Useful in Travel/Hotel Industry

Posted on March 17, 2015 - 8:25 am by Hiren Pancholi

Live chat has become a potent means of communication between retailer and consumer irrespective of the industry. Such modes of social interaction enable clarifications of any kind and facilitate deal making. In today’s world of cut throat professional competition, online presence is crucial towards success.

Saturation in Technology:

The travel and hotel industry, both recognize the significance of the Internet facility. There is an amazing surge in the trend of online bookings. For many years now, online bookings have been a way to conduct business in the travel and hotel sectors. However, this technique seems to have reached a saturation limit.

Everyone in the field utilizes the same technology. Therefore, in order to win the competitive race, it is time to invest and engage in novel means of interaction. Live chats are a perfect solution in this regard. The clients can be offered an exemplary experience and service through the facility of live chats.

The Edge of Live Chat:

Sometimes even with the best technological skills, websites can be difficult to maneuver. Browsing and selecting could get tedious. A hands-on involvement in live chats can easily resolve such issues and provide better cliental.
In the hotel industry, the first impression certainly leaves a mark on the psyche of the consumer. Practical presence to entertain guests at all times of the day may be an issue. This problem can certainly be overcome by websites showcasing the amenities of the hotel and queries being answered through live chats.
Additionally, what cannot be covered with formal websites fall in the parameter of live chatting. Personal requisites of travel and lodging can be facilitated by means of prior interaction through live chats.
Competition in the industry paves way for maximum concessions. Today’s technologically savvy consumer prefers to make bookings after browsing through sites furnishing comparative rates. Incorporation of live chat on such sites can definitely provide the competitive edge.
Today, time is money. For most busy clients with hectic work schedules, interaction may only be possible at odd hours. Missing an opportunity could be losing revenue. Live chats aid in rendering tailored support to clients irrespective of distance and time.
Research put forth that about 11 percent of deals get abandoned at the threshold of payments. Rejection of cards and lack of direct contact at that very moment can stall major deals. Live chat again eliminates this risk and makes bookings a more friendly and convenient issue.

Elisiontec is the Best:

Live chatting is an incredible tool that comes with the asset of perfect clarification on all fronts for clients yet maintaining the privacy of the consumer. What better way to communicate in terms of consumer and what better way to pave way for success in terms of business.

In this league, Elisiontec stands at the pinnacle. With years of expertise and know-how in the realm of video and voice networking, Elisiontec enhances pace of communication and success in any business. Bonding with a creditable name like Elision will surely earn you repute and fame in business.

Live Chat: A Revolutionary New Concept to Drive Unparalleled Sales

Posted on February 18, 2015 - 6:07 am by Hiren Pancholi

Customer service has been taken to the next level with Live Chat. This feature is natively embedded in the website and enables varied chat modes to foster your business interests.

Sterling Features:

The operators can be located anywhere across the globe. They can log in into the system anytime from anywhere without being constrained by time, geographical and other constraints. Any computer equipped with internet connectivity and latest web browser can be used for availing this feature.
The operators can chat internally among themselves without impacting consumer service adversely. This is made possible through provision of private chat rooms which can be accessed exclusively by Live Chat professionals.
Chats can be transferred by personals with ease based on the kind of expertise sought by customers. The chat transfer can take place through Mobile chat or web.
The multiple chat option can be exercised by operators to chat with multitude of visitors at a time.
The user interface is operator friendly and high productivity is fostered through tabbing.
The chat can be continued in real time mode without having to periodically refresh the page.
Operator clusters can be deployed to handle any number of visitors.
Live Chat can be run on your domain and server.
Visitors can be served on priority basis through queuing option.

Features of Chat Button and Window:

Email signatures, online/ offline status can be availed with button
Same domain can be served with various buttons
Operator can leave customized messages when away from console
Departmental buttons can be embedded
Attractive themes can be applied
Typing indicators can be used for signifying operator or visitor typing preference
Pre-chat survey of the consumer can be opted for
Visitor can be given a personalized experience by displaying operator’s photo
Chat transcript can be mailed
As soon as a customer pings through message box, audio-visual alert gets triggered
Notification sound can be put on/off
Establish your brand identity more firmly by tailoring chat window with Logo, Name etc.
Text can be seamlessly converted to hyperlinks in chat window
Pop-up blockers never would restrict functionality of Live Chat
Consistent with security policies
Automated spam protection
Auto-reconnection mode enables resumption of Live Chat once internet is enabled, after a minor glitch
All major browsers supported

Other Features:

Operator console is web based
Away mode signals visitor that operator is not on his console
Expeditious processing through canned messages
Reference URL mode provides link of the site from where the visitor jumped to your site
Nuisance visitors can be flagged off
Administrator can view as well as gain control over active chats
Daily analytics

Elision has taken the market by storm with its groundbreaking LiveIM service. Available at competitive prices, it comes packed with critical functionalities that facilitate support and sales oriented deployments. It is a comprehensive Live chat solution that is redefining this segment.

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