Take the step beyond 2.0 and have your website ‘attended by humans’.
When the website visitor clicks the button on your website, a number of things can happen, depending on your choice. An instant, live video chat connection can be established, either directly with one specific agent or the video call can be routed to the most suitable agent. In this case, the call follows the pre-defined route that you have set. Or you can opt for a text-chat session first. In this case, the agent will interact by text-chat with the website visitor whereby the agent has the option - at any time during the text chat session - to 'upgrade' the text chat into a video chat. It suffices for the agent to click one button - and for the website visitor to agree - to establish the video chat. Also the text chat can follow the pre-defined routing plan (i.e. to connect with the most suitable agent; depending on the choices and actions of the website visitor).
Both during the text chat call and during the video chat call, the agent can activate the 'co browsing' function whereby the agent (following explicit permission of the website visitor) can provide visual indications on the screen of the website visitor (pointing areas, submission fields, etc...) while still talking (audio) with the visitor. It is important to note that the agent only has access to the screen of the website visitor and not to the actual computer or hard-disc. In other words, the agent can show but cannot enter or access data or make changes. This safe feature is very convenient and powerfull for agents who need to guide visitors. This enhances the user experience formidably because the website visitor can be assisted by a real person throughout every step of the process; also the unexperienced website users. Needless to say that this feature not only improves the level of service but it also increases conversion and reduces bounces.
The Human Avatar™ communicates fully automatically with your website visitor. The intelligent video-program interacts naturally with the user. The Avatar - who services the customer in the language of choice- can be programmed to get access to data-bases and ICT systems and can be instructed to deal with many contingencies. Live data can be provided, captured and processed. The Avatar is flexible to be programmed to be integrated into your specific business processes and it minimizes the necessity of human involvement.
For complex or sensitive situations - or for those cases where you prefer real human contact with the customer - the Avatar establishes a live connection with your most suitable co-worker ; who could be in a any location and who does not need any special equipment or software. If your co-worker is not available at that time, the Avatar will deal with this appropriately and capture the contact details of the website visitor.
The balanced combination of the automatic Human Avatar and the Live Video Communication with your co-workers, guarantees the best customer service.