Relevant, personal experiences improve online service
66% of customers say that valuing their time is the most important thing a company can do to provide good online customer service. We make it happen.
Personal interactions and service as well as highly-relevant information: these are what customer engagement technology is all about. In fact, Vergic unites the two sides of a site: the visitor (i.e.: a potential or existing end customer) with customer service agents or support professionals. As a site visitor, you can initiate agent-assisted sessions and use a range of interaction tools (chat, co-browsing, form-filling, etc) at any time – on a mobile device, smart TV or desktop computer.
As important, you information irrelevancy is minimized. Thanks to simple, real-time tools, agents can directly guide you to find answers — quickly and easily. This delivers more personally relevant surfing, fact-finding or shopping experiences.
Examples of engagement opportunities and/or pains
Customers gain real-time information and support about products, services and/or customer service tasks to:
- Find what they are interested in
- Find highly relevant content
- Make well-informed decisions
- Resolve issues and queries efficiently
- Decrease website abandonment rates
- Decrease time to resolve queries
The Vergic Engage platform allows site owners and customer service agents to engage with individual customers, prospects or visitors online and in real-time. Sites identify and build profiling data based on an individual prospective or existing customer’s on-site behavior and interests, then use algorithms for customer engagement for lead/sales conversion or customer support.
These act as automated and agent-assisted solutions for lead generation, sales conversion and/or customer service and can be based on a wide range of opportunities or problems (examples shown above). An open technology cloud-based platform, the Vergic Engage platform easily integrates customer on-site behavioral data with those from CRM, BI, ERP, ICT, CMS and other systems.