Skip to main content

Catch the ones that got away: attracting e-commerce customers with click-to-call

If you're involved in managing a web-based retail business, chance are you pride yourself on good customer services. But what about the customers who simply never get in touch because you're too difficult to contact? With the right technology, your customers could be contacting you by voice call or chat with no more effort than a mouse-click. So what are you waiting for?

Click-to-chat or click-to-call technology enables your customers to speak to someone who counts instantly, whether by instant messaging or via Voice-over-IP telephony (VoIP). It gives them the satisfaction of getting through straight from your site - and it offers you the benefit of immediate feedback.

By enabling would-be customers to communicate with you right from your home page, you could capture sales you otherwise might have missed. Customers who might have gone elsewhere when faced with the prospect of picking up the phone to answer a simple query will stock around to complete their order - and you could see revenues rise as a result.

According to new research from analysts Forrester, the technology cost of implementing click-to-chat and click-to-call from supplier ATG are around $0.40 and $1.40, respectively. Total costs per contact work out at around $5 per chat, and between $6 and $25 for each call.

Among the six companies interviewed for Forrester's study, there was a total rise of 23 per cent in the value of orders received, resulting in an increase in total revenues of between five and 10 per cent.

The message of Forrester's report is clear - easy-to-use, direct communication can increase customer satisfaction and drive business your way.

Download the report from our sister site ITWhitePapers here.