proactive chat for website Archives - Page 3 of 44

May 12, 2024

ACD and its integration with IVR technology

As discussed earlier, IVR is a technology that allows users to obtain information from a phone system without the assistance of an operator. On the other hand, ACD technology automatically routes calls to phone agents based upon organizational rules.

ACD stands for automatic call distributor or automated call distribution system. It is a device or system that distributes incoming calls to a specific group of terminals or agents based on the customer’s selection, customer’s telephone number, selected incoming line to the system, or time of day the call was processed. In most cases it is a part of a computer telephony integration (CTI) system.

ACD system is meant for routing incoming calls which employs a routing strategy that determines how the calls are handled inside a system. This strategy is a rule-based set of instructions based on an algorithm that determines the best available employee or employees to respond to a given incoming call. Additional data are solicited and reviewed to find out the customers’ requirements and help make a match accordingly.

Integration of ACD and IVR technology:

After IVR and call distribution integration the system works as follows:

i) ACD system uses the DNIS (Dialed Number) to check the necessary rules for processing a call on the number as soon as it receives a call.

ii) Further an associated IVR program is invoked by the ACD.

iii) The IVR client process then invokes a server process on the application server and starts a two-way communication with the respective IVR Server.

iv) An IVR program controls the flow of the IVR script by prompting the caller and requesting key input or directing the caller to another ACD call routing path, extension, or voice mail.

v) The respective IVR program can perform customer information lookup, transaction processing or initiate outbound calls and prompt the called individual with the same messages and accept phone key input from this individual as well. Hence, the caller and called individual can be connected.

May 12, 2024

Incredible benefits of IVR technology: III

1.Faster problem resolution:

IVR system offers a faster problem resolution. When this efficacious system is employed, it routes the callers to the best employee to service their needs, questions are often answered and problems are resolved in the initial attempts. This further results in an improved customer support system and contented customers.

2. It reduces the cost of operator talk time:

IVR helps cut down on answering service talk time as well. Using front end IVR with your answering service means giving callers the opportunity to service their own needs or promptly transfer themselves to the right person which further leads to the reduction of the cost of operator talk time.

3. It exempts call transfers and saves time:

Since the callers are always directed to the most capable agent or most appropriate department, so the probability of instant problem resolution is high. Moreover, the agent who receives the call will be more qualified to answer the caller’s question and will be less likely to transfer the call to another agent. Hence, IVR systems prove to be real time saviors.

4. It improves the quality of customer service:

As a matter of fact, the agents working in a company that uses an IVR are more proficient at solving specific problems and meeting specific needs of the customers that they are assigned. This results in an increase in customer service efficiency.

5. It boosts the inbound call capacity:

With the aid of IVR, more calls can be answered simultaneously. Unlike the traditional reception, where there is a flurry of please holds or funky hold music while customers await transfer, IVR technology encourages a speedy problem resolution. It allows for a higher call volume and eliminates the need for additional reception staff, and its low cost means a higher ROI.

May 12, 2024

Incredible benefits of IVR technology: II

1. It encourages automated customer service:

Automated customer service means that customers are enabled to solve their own problems and obtain the required information without speaking with an agent. Therefore, IVR systems simplify the customer service by automating it.

2. It enables handling of large call volumes:

Companies are allowed to easily handle high call volumes with the help of IVR systems. By employing this technology, callers are automatically directed to the most appropriate agent or department or they have to wait in a queue when all agents are busy. Another solution for such instances is that the systems allow the caller the option of having an agent return their call rather than wait in a queue.

3. It helps keep customers happy:

Different customers have different preferences. For example, some would prefer to get the answers they need by interacting with a recording rather than speaking to a live person while others may insist on it. IVR systems let the customers have whatever they require, thus, keeping them happy.

4. It helps create a sense of professionalism:

In case of startups and smaller companies IVR technology can be used to make the company appear larger than it actually is. Moreover, IVR prompts can be configured so as to allow callers to talk to sales, support, marketing or technical support, etc. They will be routed to the person on your team assigned to answer all of the calls, regardless of the department they choose. In other words it helps create a sense of professionalism that can help impress the customers.

Improve company's image — Improve company’s image

5. It reduces operational expenses:

IVR systems are very affordable as they replace a receptionist or a customer service agent who answers calls and directs calls to agents. This in return increases efficiency and reduces operational costs which further results in a huge ROI.

May 12, 2024

Incredible benefits of IVR technology: I

As mentioned earlier IVR technology refers to an automated telephony system that interacts with callers, gathers information and routes calls to the appropriate recipient. IVR is a simple and efficacious system that will significantly reduce costs and increase efficiency within any company. It has to offer a number of benefits to the organizations employing it. Some of those benefits have been listed below:

1. It helps attain valuable information about your customers:

IVR technology helps collect information about customer’s needs and transfer calls to the most appropriate agent or department depending on their IVR input. Making use of technology to direct calls, reduces the probability of the caller being transferred to the wrong agent or department, hence, increasing the efficacy of the entire system.

2. It aids in an increased productivity:

Directing callers to the perfect department or agent to address their issues exempts the wastage of time. It also means that there won’t be any sort of confusion in finding the right answer or transferring the caller around for a query resolution. Thus, it would lead to more problems being solved in lesser time.

3. It has a provision for personalized greetings:

IVR technology allows you to record any sort of personalized greeting you want, and include the appropriate prompts to transfer callers to the corresponding department.

4. It exempts any sort of errors:

Since an IVR system does not require a receptionist for answering your calls, so, there is no chance that in the hundreds of calls received daily, a couple of them will wind up in the wrong place. Error exemption is yet another benefit provided by an IVR auto attendant.

5. It allows the usage of pre- recorded messages:

Its not always preferable to use your own voice on the IVR. In such cases, you can use pre-recorded IVR messages to make your task easier.

May 11, 2024

Essentials and applications of IVR technology

IVR stands for Interactive Voice Response. It refers to a technology that allows a computer to interact with humans through the use of voice and DTMF ( dual- tone multi frequency) tones input via keypad. IVR technology is also employed in telecommunication systems where it allows customers to interact with a company’s host system through a telephone keypad or by speech recognition, after which services can be inquired about through the IVR dialogue. IVR systems can respond with prerecorded or dynamically generated audio. This directs the users on how to proceed further. A single large IVR system has the ability to handle calls for thousands of applications, each with its own phone numbers and script.

IVR and voice automation allows callers’ queries to be resolved without the need for queuing and incurring the cost of a live agent. IVR systems are employed for the following reasons:

i) to service high call volumes

ii) reduce cost

iii) improve the customer experience

In situations where callers do not find the information they require or need further assistance, the calls are often transferred to an agent. This allows agents have more time to deal with complex interactions, hence, improving the system’s efficiency. Dialled number identification service (DNIS) ensures the execution of correct application and language when an IVR system answers multiple phone numbers.

There are a number of fields where IVR systems find their applications. Some of them are as follows:

i) IVR systems are used in call centers to identify and segment callers. This allows the services to be tailored according to the customer profile.

ii) IVR systems are employed by banking institutions for customer engagement and to extend business hours to a 24/7 operation.

iii) Pharmaceutical companies leverage these systems to conduct clinical trials and manage the large volumes of data generated. In addition to this, they are also used for patient randomization, drug supply management and for recording patient diaries and questionnaires

May 11, 2024

Tips to reduce average handle time: III

1. Encourage agents to provide top- notch service:

Average handle time boosts up in cases where many customers are waiting on hold. Reasons responsible may be that agents get exhausted handling call after call and hence, slow down. This leads to customers’ dissatisfaction and hence frustration. Therefore, it needs to be dealt appropriately. One of the most efficacious method of doing so is to encourage agents to take breaks between calls and get refreshed from time to time.

2. Leverage call control:

Call control is a skill and can be taught to the customer support agents through specialized training. The nature of calls being received at a call center is heterogeneous. In other words, the content of a call may vary from customer to customer such that, while some might come straight to the point, others might go into irrelevant details before they come to the reason for their call. Therefore, it is extremely important for agents to remain focused and encourage customers to get back to the real point. Call control is a skill and can be taught and trained.

3. Make the most out of experienced customer reps:

As a matter of fact, nothing can beat the real, on-ground experience. Therefore, processes should be established leveraging the inputs of the most experienced customer service agents. Valuable experience can actually let the newbies know about the popular shortcuts and workarounds to achieve a target. On the other hand, managers should identify those agents who have a low AHT and discover what tactics they employ. Thereafter, these agents should be held as role models and be encouraged to share practical tips with others so as to improve their efficacy as well.

4. Access AHT data carefully:

As mentioned earlier, the nature of calls being received at a call center is heterogeneous. A variety of calls can be encountered there like some deal with billing while others may be related to accounts or general queries. As a matter of fact, AHT for all these are different, and thus an agent’s performance should take into consideration the nature of call handled by him or her. Therefore, the result for AHT should be analyzed accordingly. Similarly, if the marketing strategies or management decisions change, the impact should be calculated accordingly.

May 11, 2024

Tips to reduce average handle time: II

1. Inculcate short and pleasant customer greetings:

Visitors love being treated appropriately. Therefore, opening and closing greetings are critical to create a positive customer experience and also help in reducing average handle time. Whether automated or manual, it needs to be ensured that such greetings are short and pleasant. Instead of asking unnecessary questions, relevant questions should be asked such as “Hello Mr. ABC, how may I help you?”. Apart from reducing the average handle time, this would also instigate the customer to come directly to the point. Moreover, he/ she would definitely get impressed with the brand’s friendly attitude. Conversations can also be personalized by keeping the customer’s data up-to-date.

2. Ensure system efficiency:

Call center managers must ensure the system’s efficiency. In other words, every aspect of the system should be efficacious including the load time, number of window tabs that could be opened at one time etc. This is crucial because when system response time is slow, agents wait longer for their computer screens to refresh which adds unnecessary minutes to the overall call. Therefore, managers can take note of their system efficiency during the busiest hours of operation in order to employ strategies to reduce AHT. Moreover, the telephone lines should be up and running, with 100% voice clarity and multiple menu options such as mute/un-mute, record, etc.

3. Leverage knowledge repository:

The call center agents should be provided with necessary knowledge base so that they can quickly identify the relevant answers to some tough queries. Such that instead of thinking about the tough questions asked by the customers, the agents can quickly check the knowledge base to find the right answer, hence reducing the average hold time and eliminating customers’ dissatisfaction.

4. Make use of self service technologies:

Self service technologies such as the IVR technology helps in improving the efficiency of the customer support system. IVR collects basic customer information, presents answers to common queries such as address, hours of operations, and routes the calls to the right agent, which saves a considerable amount of time. Therefore, you need to make sure that your call center is equipped with an efficient call center software with features such as ACD, intelligent IVR system and skill-based routing. These self service technologies reduce the workload of the agents to a large extent.

May 11, 2024

Tips to reduce average handle time: I

Average Handle Time (AHT) refers to a call center metric that calculates the average duration of contact between a customer and an agent. This includes both hold time and talk time.

The formula for calculating AHT is:

Average Handling Time = (Total talk time + Total hold time + Total wrap-up time) /Number of calls handled

A low AHT indicates a good performance, while a high AHT signifies that the call handling technique needs improvement. Here are some effective tips that help reduce the average handle time to a large extent:

1. Set up regular training sessions for customer support agents:

Customer support agents should have a thorough understanding of the company’s products and services so that they are able to contribute towards conversions and also resolve queries instantly. Agents should be trained at frequent intervals in order to help them reduce AHT. This training should include educating them about the usage of the contact center software and tools such as CRM and chat to ensure that the call is answered in the lowest time possible leaving the customer satisfied. Moreover the agents should also know whom to contact in case of any doubt and from where to extract any relevant information.

2. Record all inbound and outbound calls:

Recording every inbound and outbound call makes it easier to assess the productivity of an agent and other issues that might affect his or her output. This can also be helpful in case managers are not able to review calls in real time such that they can always refer to the recorded version and get the desired insights. Moreover these calls can be leveraged to train the customer support agents and improve their performance. Making them listen to some of the good examples of calls wherein the customer’s problem was resolved and the handling time was less can help them learn valuable tactics for reducing AHT.

3. Tailor agents’ workflow and processes:

Tailoring agents’ workflow and productivity can help optimize their productivity. Managers should work hard to spot inefficiencies and work out strategies to eliminate them thereafter. One of the best method of doing this is automating all their manual tasks so as to minimize their busy time and hence reduce AHT.

May 11, 2024

Tips for reducing average handle time: I

Average handle time (AHT) refers to a call center metric that calculates the average duration of contact between a customer and an agent. It includes both hold time and talk time.

The formula for calculating AHT is:

Average Handling Time = (Total Talk Time + Total Hold Time + Total Wrap-up Time) /Number of Calls Handled

Therefore, a low AHT indicates good performance, while a high AHT signifies that call handling technique needs improvement. Here are some tips that can be considered in order to reduca the average handle time:

1. Set up regular training sessions for customer support agents:

Customer support agents should have a thorough knowledge of company’s products and services so that they are able to contribute efficiently towards conversions and are also able to resolve customers’ queries at the earliest. They should be trained at frequent intervals in order to help them reduce AHT. All the agents should be aware about the usage of the contact center software and tools such as CRM and chat to ensure that the call is answered in the lowest time possible leaving the customer satisfied. They should also know whom to contact in case of any doubt and from where to extract any relevant information.

2. Record all inbound and outbound calls:

Recording every inbound and outbound call makes it easier to assess the productivity of an agent and other issues that might affect his or her output. Moreover in cases where managers are not able to review calls in real time, they can always refer to the recorded version and get the desired insights. Apart from this, coaching the customer support agents with the help of call recordings is the best way to improve their performance. Making them listen good examples of calls wherein the customer’s problem was resolved and the handling time was less can help them learn the valuable tactics of reducing call handling time.

3. Automate agents’ manual tasks:

One of the best strategy to reduce AHT is tailoring agent’s workflow and processes in order to optimize their productivity. For this purpose managers should work hard so that inefficiencies can be spotted and eliminated thereafter. AHT can also be reduced by automating all their manual tasks which would minimize their busy time to a great extent.

May 10, 2024

Benefits of co- browse technology: III

1. Increased grade of customer engagement:

An increased grade of customer engagement is one more benefit offered by co- browse technology. Co-browsing teaches customers how to do things rapidly and effectively. Moreover, proactive invitations to shop together drive customer engagement, giving agents the ability to make offers, answer questions, and provide the help needed to close more sales as actively engaged customers convert. Co-browsing feature is of potential use to serve the customers that aren’t tech savvy.

2. Boosted e-commerce sales:

Co- browsing is not just meant for instant query resolution or instant guidance through the purchase process. In fact, agents engaged in a co-shopping session can be trained to up-sell, cross-sell, and encourage opt-in for future sales opportunities. These offers may include joining a mailing list, connecting on social media, subscribing newsletters and more.

3. Identify the weak points and help in customer service improvement:

Co-browsing can actually be used to monitor or keep a track of customer queries through screen shots of issues. These screen shots can be used for knowledge base, training, or bug fixes. It helps companies maintain real-time visibility into the customer experience and further assist in improving the customer service.

4. Enhanced buyer experience:

According to a study conducted by Forester, co-browsing has the highest customer satisfaction ratings of any customer support tool. The study shows that live-assist communication channels like phone, chat, co-browse have much higher satisfaction ratings than asynchronous electronic channels such as email, web self-service. Satisfaction ratings as stated by the above mentioned study are as follows: phone (74%), chat (69%), co-browse (78%), email (54%), and web self-service (47%). Thus, the study clearly proves that with co-browsing the customer achieves another level of customer service. Many a times it is seen that the customers ask the agent to co-browse because they understand that co-browsing will easily resolve the issue that too faster.

May 10, 2024

Benefits of co- browse technology: II

1. Long term adoption of self service tools:

Showing customers how to utilize self service tools leads to the long term adoption of self service tools which is yet another benefit of co- browsing. It is extremely beneficial when:

i) a company is launching new online tools or updating existing tools or procedures

ii) when specific customer segments are having trouble using online tools

iii) when white-glove service can be provided to top-tier customers.

2. Differential customer service experience:

These days customers ask to co-browse when they contact an agent because they know co-browsing allows them to get help instantly and conveniently. In other words, co- browsing creates a differentiated customer service experience. This exempts the risk of losing customers and results in returning customers. Hence it improves your business performance.

3. Customer service agent satisfaction:

There is a possibility of agents being frustrated when customers articulate issues and agents are required to verbally direct the customer to perform actions online. Thus, providing the agents with technologies such as co- browsing reduces this frustration and leads to an increased efficiency of customer support. Moreover, agents appreciate being given the tools they need to be more efficient and productive so they are able to meet their performance goals.

5. Reduced call handling time and improved efficiency of customer support system:

Co-browse technology helps in the reduction of call handling time. As a matter of fact, the less call-handling time agents will take, the more level of customer service they will provide. Thus, co- browsing promotes efficiency by enabling agents to handle issues more quickly and accurately. It can also be used as a real-time live training tool to help on board new agents and familiarize them with the customer experience quickly and efficaciously. The customers also get satisfied as they get faster resolution and the agents save their time.

May 10, 2024

Benefits of co- browse technology: I

By now all of you are quite familiar with co- browse technology. Apart from being a great tool for the success of a website, it offers a number of benefits to the companies and sites inculcating this technology. Some of those benefits have been mentioned below:

1. It improves support accuracy:

Co- browse technology helps to improve support accuracy by seeing exactly what the customer is seeing. Through screen sharing you can actually see what steps he is taking, what errors he is getting, reasons responsible for that error and more. Co- browsing helps ensure complete resolution as you’ll be solving the issue together with your customer.

2. Higher conversion rate:

Co-browsing lets the agents have a look at the customer’s browser tab to guide them through your website and support them with the buying process. Resolving purchase related queries during this process helps clarify their purchasing decision which results in higher conversion rates and thus higher revenue per call.

3. Increased customer contentment:

The attention span of visitors is very short and so is their patience level when they are online. So, they appreciate being helped quickly and efficiently, and having their issues resolved instantly. Most communications channels available show that customers demand fast fixes for their problems. Co- browsing is one such technology that can be used to provide quick fixes to customers’ problems. Companies can successfully meet their customers’ expectations by using such services that provide fast customer service.

4. Reduction in call handling time:

Another advantage or benefit that co- browsing offers is the reduction in call-handling time. This further increases agent utilization and reduces costs. Co- browsing involves sharing screen space online and being able to have a look at the customer’s screen which results in more involved and motivated agents. In other words, this technology actually helps to shave off all the time spent articulating what is on the screen, what the customer did previously, and what the customer should do next as it makes chats and calls more efficacious.

May 10, 2024

All you need to know about co- browsing

Co-browsing, in context of web browsing refers to joint navigation through the world wide web by two/ more people accessing the same web pages at same time. Complete co-browsing supports automatic synchronization of the browsers’ state and content, including frames, portlets, or even content of the form fields and controls. Various tools are employed for this purpose some of which can even identify complex media objects such as audio and video players and offer capability of synchronous playback with start/pause/stop functionality.

Co browsing is a short form of collaborative browsing. It is a software-enabled technique that allows someone in an enterprise contact center to interact with a customer by using the customer’s web browser to show them something. In case of a B2B scenario, it can actually be used ease out the complex purchasing process for the customers. For instance, a B2B customer facing difficulty placing an order could call a customer service representative who could then show the customer how to use the ordering pages by sharing screen on the desktop or whatever device is being used. Collaborative browsing may include e-mail, fax, regular telephone, and internet phone contact as part of an interaction.

Co-browsing has so far evolved to support a full user web experience. It has come up as a great tool for customer service and support teams. You need to keep the following points in your mind while considering a co- browsing solution for your business:

i) co-browsing solutions must be offered in a seamless manner irrespective of the communication channel the customer initiates the conversation from.

ii) solutions that cannot share critical information that exists outside of the browser will inhibit the experience your customers expect.

iii) co-browsing technology that mandates tagging each and every page that a customer may want to share may be a technical challenge and, in many cases, not feasible.

iv) co-browse solutions that share a browser experience may help with simple web page based content but are not capable of extending to view the rich content on every web page, so make sure that all viewers are seeing the same and synchronized content

May 10, 2024

Your guide to omnichannel customer service

Omnichannel refers to a cross-channel business model that companies employ to increase customer experience and improve the quality of customer service. This approach has verticals in healthcare, government, financial services, retail and telecommunications industries, including channels such as physical locations, FAQ webpages, social media, live web chats, mobile applications and telephone communication. Companies that utilize omnichannel contend that a customer values the ability to be in constant contact with a company through multiple avenues at the same time.

Previously customers expected to receive service from an organization on the channel of their choice. Thus companies employed multi-channel customer service technique which made use of voice, email, SMS/text, web, mobile or social media. Omnichannel customer service takes the multi-channel customer service to the next level as with an omnichannel solution that integrates channels to provide a consistent customer experience.

Multichannel customer service — Multi-channel customer service

As far as the customers are concerned, channel is the least important matter of concern for them. What’s important for them is finding an answer to their question or a solution to their problem. For this purpose they may reach out via voice, mobile website or over a social media channel like Twitter. In today’s era, as more consumers adopt mobile devices, the lines between channels tend to blur. As a result, customer expectations for the convenience of starting a conversation in one channel and then continuing in another, become even higher.

Omnichannel self-service is a solution to such high end expectations of the customers. It empowers the customer to initiate an activity in one channel, and seamlessly transition to another such that a conversation that begins on Twitter can be continued via text message or phone call with all of the relevant context preserved across channels. Omni-channel solutions don’t require implementing every possible channel and it also ensures the service level, responsiveness, and quality of service received on individual channels and across channels would be exceptionally high.

May 10, 2024

Strategies for generating B2B leads online: II

1. Content Marketing:

Content marketing refers to the marketing focused on creating, publishing and distributing content to online targeted audience.It is a crucial element for B2B lead generation. It is often used by businesses in order to attract attention, generate leads, expand their customer base, generate online sales, increase brand awareness or engage an online community of users. While pursuing content marketing, the main focus of the businesses should be the needs of the prospect or customer.

Once a business has identified the customer’s need, information can be presented in a variety of formats, including news, video,white papers, e-books, infographics, email newsletters, case studies, podcasts, how-to guides, question and answer articles, photos, blogs, etc. The appropriate type of content for any business will depend on the business’ goals and target customer.

2. Search engine marketing:

Search engine marketing includes both paid search results (using tools like Google Adwords or Bing Ads, formerly known as Microsoft ad-center) and organic search results (SEO) and plays a crucial rule in B2B lead generation. It includes the following steps:

Keyword research and analysis: It involves ensuring the site can be indexed in the search engines, finding the most relevant and popular keywords for the site and its products, and using those keywords on the site in a way that will generate and convert traffic.
Website saturation and popularity: It means how much presence a website has on search engines, can be analyzed through the number of pages of the site that are indexed by search engines (saturation) and how many back links the site has (popularity).
Back end tools: These include Web analytic tools and HTML validators which provide data on a website and its visitors and allow the success of a website to be measured.
Whois tools: They reveal the owners of various websites and can provide valuable information relating to copyright and trademark issues.
Google Mobile-Friendly Website Checker: This test will analyze a URL and report if the page has a mobile-friendly design.

May 9, 2024

Strategies for generating B2B leads online: I

In the previous post we talked about B2B lead generation and its components. Now let’s take a look at the strategies that can be employed to generate leads online:

1.Email marketing:

It refers to sending a commercial message to a group of people (typically potential or current customers), using email. It basically inculcates the use of email to send advertisements, request business, or solicit sales or donations, and is meant to build loyalty, trust, or brand awareness. Email marketing can be carried out using:

Transactional emails: These emails are usually triggered based on a customer’s action with a company. To be qualified as transactional or relationship messages, these communications’ primary purpose must be to confirm a commercial transaction that the recipient has previously agreed to enter into with the sender, along with a few other narrow definitions of transactional messaging.

Direct email: It involves sending an email solely to communicate a promotional message (for example, an announcement of a special offer or a catalog of products).

Mobile email marketing: It develops large amounts of traffic through smartphones and tablets.

2. Social marketing:

This type of marketing involves leveraging social media to generate leads online. Businesses can use it to generate and nurture millions of dollars worth of leads. As a matter of fact, one of the most obvious ways to generate B2B leads from social media is using LinkedIn. Since social media is an integral part of content marketing, and to some extent, search marketing, so, your blogging or info graphics can be extremely successful if you are active on social media platforms.

In order to integrate social networks into their marketing strategies, companies have to develop a marketing model. One such model includes the following steps:

Selection of the correct social networks to use
Setting out a financial plan for hiring social media brand managers or consultants
Designing organizational structures to manage the social network in the companies’ market
Selection of target markets
Selection of the products, services, brands or company messages that you plan to promote
Performance measures for the social media strategy such as evaluation, data analytics, etc.

May 9, 2024

B2B Lead generation

B2B lead generation refers to the process of finding new business customers. It includes various stages such as determining suitable target companies, approaching new prospects and eventual conversion from lead to customers. However, you need to know that generating leads isn’t easy and trying to acquire leads in the B2B space makes it all that much more difficult. B2B lead generation inculcates the following terms:

Prospects: It is a marketing term used for describing a potential customer. In case of B2B a prospect is a company interested in your product, service or brand. A prospect may not necessarily be familiar with your company.

Lead:

It refers to a company which meets the criteria you define as being valuable to generate new business. Leads can be:

i) inbound – generated e.g. through form fills or direct calls made to inquiry about products.

ii) outbound – leads can be classified as ones which sales teams may categorize based on certain conversations they had.

Customer:

A customer is a lead that now uses your products or services.

Inbound marketing:

Inbound marketing is a technique for drawing customers to products and services with the help of content marketing, social media marketing and search engine optimization. Inbound marketing provides detailed information, an improved customer experience and builds trust by offering potential customers information they value through company sponsored newsletters, blogs and entries on social media platforms.

Outbound Marketing:

Outbound marketing is a form of marketing where a company initiates the conversation and sends its message out to an audience. Rather than taking a passive approach, companies actively push their message to potential leads, whether or not these potential leads are actually looking for them at that time. Telemarketing is one such method whereby companies pro-actively call customers to offer their products or services.

May 9, 2024

Top factors that cause cart abandonment: II

1. Costly products:

Extremely high cost of products is also a reason for cart abandonment. If your products are costly, people will not buy them. In other words, if you are driving up the prices, the users may look elsewhere or consider buying it for less elsewhere.

2. Discount coupons

Discount coupons may not always lead to sales because when a website has discount coupons or promotional offers, the users go in search of the coupon code and come back only if they find one.

3. Forced registration:

It is true that the more information you have about a client, the better you can market and deliver your products to them. moreover, registered users are more likely to visit the site again and develop loyalty. However, many commerce stores try to get this information through a forced registration. Not all are willing to register, so, the sites that do not allow the users to buy goods as guest visitors see a high rate of shopping cart abandonment.

4. High or late listed shipping prices:

In today’s era, people buy online so that they can get the goods delivered at their doorstep and also get a discount at the same time. But high shipping costs increase the price and may even drive the customers away. In many cases, websites try and get the customers interested in a product and once they have placed a product in the shopping cart, they cleverly add the shipping cost to the total cost.

5. Complex checkout process and lack of payment options:

As a matter of fact, the checkout process is required to be as simple, smooth and quick as possible. Making a user fill out too many forms will make him/ her abandon the cart and leave. On the other hand, there are customers who want to buy products but are forced to abandon the carts because the e-commerce website doesn’t make provisions for their convenient method of payment.

May 9, 2024

Top factors that cause cart abandonment: I

Cart abandonment refers to the process of a visitor on a web page leaving that page before completing the desired action. It points out to the visitors who add items to their online shopping cart, but exit without completing the purchase. Cart abandonment subjects an e-commerce site to a loss in terms of lead generation as well as sales. There are a number of factors responsible for cart abandonment. Some of them have been listed below:

1. The desire to explore more options:

People all over the world desire variety when it comes to purchasing or spending. Online buyers tend to visit a number of online stores in search of the products desired by them. They visit online stores to check out products and prices. Most of these visitors do not intend to buy, and there is nothing that can be done to stop them from abandoning the cart. A general assumption is that they may have the intention of buying at some time, so, you can actually try convincing them to purchase from you by sending automated emails reminding them to buy the products. This tactic can actually help to increase chances of conversions at a later point of time.

Variety of products — Variety in products

2. Insufficient product description:

Not all the visitors visit your site to make a purchase. While some buyers are quite sure of what they want to buy, others are just there to find product information and comparisons on the store. If they feel that the product description is inappropriate or the information about the product is not sufficient, they decide not to buy or continue their search further.

3. Lack of security features on a site:

Lack of security is the major reason why people are hesitant to buy online. In the case of smaller, lesser known websites, they are afraid of all kinds of fraudulent activities.

May 9, 2024

Tips to increase conversion rate: VI

1.Add comparison pages to your website:

This is a clever strategy for increasing your conversion rate. According to a research, people compare among providers before purchasing. So, you can benefit your site by adding product comparison pages to it. This will help increase peoples’ attention span and keep people from leaving your website. The most common way of doing this is using comparison tables. Spec based comparisons can be made using these tables or by employing other creative ideas. In case some of the specs related to your products are lower than that of your competitors’, do not hesitate to admit it. It may be possible that your support is way better or you provide personal consulting or something else. Admitting your shortcomings makes it easy for the people to trust you.

2. Slow down the persuasion process:

The biggest mistake one can make to hinder the conversion rate is asking for the sale too fast. There is a possibility that people might be just browsing and won’t be in a hurry to buy right now. So, what you need to do is, slow down. You can offer value and results in advance, way before asking for the sale. Become their trusted advisor and give them a compelling reason to sign up to your email list.

3. Strive for risk reduction:

There’s always a risk related to a transaction and if the risk seems to be big, the purchase won’t take place. In order to eliminate the risk involved in a purchase, offer guarantees to your consumers. There are a number of ways risk reduction can be achieved. 30-day money-back guarantee is one of the industry standards that you should offer. You can even offer something better than that.

Category: proactive chat for website

ACD and its integration with IVR technology

Incredible benefits of IVR technology: III

Incredible benefits of IVR technology: II

Incredible benefits of IVR technology: I

Essentials and applications of IVR technology

Tips to reduce average handle time: III

Tips to reduce average handle time: II

Tips to reduce average handle time: I

Tips for reducing average handle time: I

Benefits of co- browse technology: III

Benefits of co- browse technology: II

Benefits of co- browse technology: I

All you need to know about co- browsing

Your guide to omnichannel customer service

Strategies for generating B2B leads online: II

B2B Lead generation

Top factors that cause cart abandonment: II

Top factors that cause cart abandonment: I

Tips to increase conversion rate: VI

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