Click to Call Technology

At work we've deployed a technology called click to call. The company we are using is LivePerson, and they have a really nice all around solution, it has the click to call features, full blown chat, co-browsing and the ability to pick customers that exhibit certain behaviors to approach for a call or chat. You know how you'll be on a site and a on screen message will pop-in asking if you want to chat with an agent? It's that sorta stuff.

How successful is the technology? Right now it's performing ok, it could be a LOT better, but it could be much worse. I think it needs more time in our deployment to really get it settled and work out some of the "issues". I believe our biggest issue is with our customers. Not that your stupid or anything, but it's a new technology, and also how do you convey in a small button "If you click this button your phone number will be called immediately and our call center will be called at the same time to connect the two of you." That would be a rather LARGE button. So we're going to be working on some a/b testing to see if we can convey the message better. One thing we have done is placed a tool tip box over the button, but the issue is it take a second to appear so by that time the mouse has moved or the customer has moved on.

Also another issue, the phone needs to be near you! If you're at work, put in your work number to be called (just in case anyone's reading this)

It's a great technology to help getting customers on the phone and our business is centered around that happening.