High-tech Customer Service
“For catalogers this means their CSRs literally can walk customers through the pages of a catalog while pointing out different pieces of merchandise with an annotation tool,” says Colin Smith, spokesperson for WebEx. “Customers actually can watch the agent circle a pair of slacks or input an order.”
In addition, the system allows CSRs to navigate customers through the cataloger’s Web site to show the different resources it offers. “In a sense, the application serves as a tool that teaches customers how to use the site,” says Smith. “They can learn while they watch, which ultimately will bring customers online more often.”
What makes this so beneficial, adds WebEx spokesperson Alexis Curreri, is that customers will gain the confidence to use a cataloger’s Web site for future orders, thus reducing the number of calls coming into the call center. “One of the greatest aspects of this service is that customers feel as if the CSRs are right there with them every step of the way,” says Curreri. “This is the type of customer service that keeps consumers coming back for more.”
The technology also enhances the communication between the cataloger and its call center/outsource company. With the ability to view spreadsheets, call-volume reports and other data from remote locations simultaneously, the cataloger doesn’t have to wait for faxes or phone calls. Instead, both parties can share the desktop to communicate information instantly. Adding to this high level of interaction is video-conferencing technology that allows parties to see and communicate with one another as if in the same room.
Indeed, it’s a brave new world in call center technologies.
Sharon R. Cole is the senior editor of Promotional Marketing and Business Forms, Labels & Systems magazines.