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

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Live Chat Solution for Website

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.

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vTiger Customization: Three Advanced Functionalities You Must Have

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vTiger is one of the most popular CRM solution. Two major characteristics of the vTiger CRM Solution are

  1. It is an open source
  2. It is highly customizable

Thus, you can get an advanced CRM system at affordable rates. The vTiger customization performed by experts assures that you customize this open source solution at its best to meet your custom needs.

You can get any feature you want with the custom development service and enhance the functionality of this CRM system by using expert vTiger customization services.

We, at Elisiontec, have a team of expert vTiger developers that has benefited many clients with their experience and expertise. The vTiger customization can get many interesting functionalities to empower your sales and business development department.

Today, we will talk about 3 advanced and crucial vTiger features that you must get in your Customer Relationship Management System.

1. Lead Date Encryption

Our developers have developed an advanced security module that will project an encrypted version of leads in front of your agents. This will assure that nobody except the authorized people can see real contact information and other data of a lead.

This will not only help you in complying the privacy rules, but it will also assure that nobody misuse critical user data intentionally or unintentionally. This is an advanced security module, which all call centers, businesses and organizations must have.

2. Click2Call

This vTiger module will add a click to call functionality within your CRM system. It means your agents or sales representatives will not waste time in manually dialing each number all the time.

They can simply click on the lead and the call will be connected. You may find the time spent on manually dialing a lead is negligible, but when we consider ongoing calling operations for lead generation, follow-ups and lead nurturing, collectively, the time saved is huge.

3. Third Party Solution Integration

Your team will definitely need additional applications and solutions to run sales and business development operations effectively and efficiently. The vTiger solution itself doesn’t come with many other 3rd party applications integrated within it, but we can help you with our vTiger customization services.

We can integrate different applications / solutions within your CRM system with our custom integration services such as, Social media integration, vTiger VICIDial integration, etc. We can integrate any solution and application within your vTiger CRM system in a way that it can be used as an integral part of the CRM system itself.

With our expert vTiger customization services, we can improve the functionality of your open source CRM software that will further increase productivity of your staff and you will enjoy a wide range of business benefits.

Let’s get in touch and we will share what amazing things we can do for your business with our vTiger customization services.

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Top 5 Tips to Improve Customer Experience

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Top Tips to Improve Customer Experience

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.

Contact us to know more how we and technology can help you improve your customer experience.

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Keyword Spotting in an Audio Clip Empowered Telephony Applications

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keyword spotting in audio recording

Telephony applications are increasing day by day. There are so many telephony applications in the market that has become part of human life. It can be as small as a speech API and as big as a full fledged contact center solution.

As companies rely on the communication, they have started using the voice recording and playback functionalities for quality assurance, screening and related agendas. We, Elisiontec, have brought a unique solution of Keyword spotting in an audio clip.

What Keyword spotting application does?

The keyword spotting application will search a specific word or phrase in an entire audio clip. It will highlight and specify all those areas or segments of the audio clip where it has an occurrence of the word you are searching for.

How it works?

You need to use the keyword spotting API on the audio clip in which you want to find the occurrences of a specific word or phrase. Below is the simple process explanation to brief you how this application will work for you:

  • Just write the keyword or phrase you want to search in the predefined audio clip.
  • Click on search button.
  • The application will run an algorithmic program in the background and you will get the output.
  • The output will be clear indication of places in the audio clip where it has the specific word or “No Result” found message in case of no occurrence of the specified word or phrase.

Use Cases of Keyword spotting solution in an audio clip

This is the fastest and simplest way to look for the words or phrases which were used during competition. There are many utilities of this solution and can be used in a variety of ways. Below are a few use cases of the keyword spotting application for companies:

  • To find competitor name in the conversation
  • To find product name in the conversation
  • To find the first heated word used during a conversation of dispute
  • To find the quality of service by the agent by looking on to the keywords in a conversation
  • To find a specific part of the conversation where we only remember a word instead of exact communication

Key benefits of keyword spotting solution:

  • You don’t need to convert an entire speech into text for a specific keyword search
  • Save a lot of server or system processing
  • Save a lot of time in keyword spotting as now your supervisors don’t need to listen to entire conversations; they can search and hear a specific segment of the solution.
  • Save a lot of efforts as briefed in the above point
  • Ensure the quality of service in case of customer care service centers
  • And many more

This audio recording keyword spotting solution can be used with any telephony or communication application. We, Elisiontec, can help you by answering your queries and explaining how it can fit in with your current environment and how you can take the best out of this solution. For more details, contact us.

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Elision’s CallTrack Solution: Track Performance of Your Team in Field

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CallTrack Solution

Elision Technologies Pvt. Ltd, popularly known as, Elisiontec has been the industry leader in VoIP. The company has been offering innovative solutions to its customers for a decade. It always comes with innovative solution and this time the solution is launched to benefit all industry verticals that have sales representatives or business developers working from the field. The name of the solution is CallTrack Solution.

What is so special about this solution?

The CallTrack Solution allows you to keep track of communication activities of your team working from the field. It does track each and every call made by your sales reps along with crystal clear recording and many other features.

This solution helps you to gauge the performance of your sales representatives to ensure they are working at their best possible, even when they are not tightly supervised, i.e., they are in the market, meeting clients and prospects. The CallTrack Solution ensures that you may get the maximum productivity from your executives and agents.

Finding it interesting and thinking how it works?.

The CallTrack Solution can be used by your agents and sales and business development team in two different ways as described below:

  1. Call dial via registered mobile number
  2. Call dial via un-registered mobile number

In both aforementioned cases, the system will ensure to validate the user and track each call made using the CallTrack solution. Also, the CallTrack Solution will provide a complete view and reports of the system usage and work done. This will give you the complete picture of current happenings in the field by your team.

Key features of CallTrack Solution:

  • Analytical record of each call made by the agents
  • Call recording of each call
  • Call search facility: You can search call records and recording by a phone number of a client or an agent
  • GraphicalMIS Dashboard to aid performance review and other activities

The CallTrack solution offers a range of benefits.

Top 3 key benefits of CallTrack Solution of Elisiontec are listed below:

1. Get logs of work done from field agents and team

You can instruct your team to make calls using this solution and as mentioned above, each call made using the CallTrack Solution will be logged. This will furnish you the complete picture of activities going on and performance given by your each field executive.

2. Intelligently track performance

The CallTrack solution records each call and activity of an agent. These data are showcased in the form of analytical records as well as statistics on a graphical dashboard.

This not only makes tracking simpler, but also ensures that you get easy to understand data to aid monitoring task. With the usage of this solution, you can gauge the performance of your sales reps as well as their strength and other areas very easily.

3. Deliver the best quality of service

Now, you can take a complete advantage of technology to deliver the best quality of service to your customers. Along with that each and every call made using this solution will be recorded so you can review the delivered quality of service to plan required training and other activities. These will ensure the best possible quality of service to clients now and in future.

Who can use CallTrack Solution?

Any industry that has agents working from field and making calls can use this solution. It is an independent solution and can be used to track performance of your sales and business development team with technological advancement.

Would you like to know more about this amazing solution? Contact us NOW!

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Top 3 Things to Look For While Hiring a VoIP Developer

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Tip to Hire VoIP Developer

VoIP solutions are getting integrated by many companies nowadays due to the benefits it offers. The companies may need different features in their VoIP solution and after VoIP solution development; they may need ongoing support services.

Thus, it is always a good idea to hire a VoIP developer who not only develops all the features you are looking for, but also stays together to provide ongoing support as and when required.

If you, too, are looking for hiring a VoIP Developer, this article shares top 3 things to look for while hiring a VoIP developer to ensure you get the best one! (more…)

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