We all know the advances technology has brought to our professional lives. There’s no arguing that from sales and marketing to operations, conducting business can be far easier and more enjoyable with the right tools. Yet, sometimes it seems like technology can put up walls between customers and companies. Automation, while hailed by businesses for its set-it-and-forget-it efficiency, often removes that nuanced human touch from sales and marketing. Social networks, while connecting people, can also challenge customers who want to reach us without a prerequisite of a pre-formed social connection.
This dynamic creates an interesting paradox. Fewer people want to pick up the phone and talk to someone at a company, preferring online communication. At the same time, those people are demanding human interaction and immediate responses through these channels. (Edison Research found that 42% of study participants expect a social media response within 60 minutes). The dichotomy of customer needs presents a unique challenge for businesses that want to satisfy this new expectation.
I think this is why we’re seeing a rise in the use of live chat services, like Workface’s own sales enablement chat technology. There’s been a swing from customers acting with a high degree of self-sufficiency to the desire for a more hybrid approach, where they can do their research but still have the ability to get their questions answered by a live company representative —but that rep must be easily and immediately reachable. One report I read said that 44% of online consumers say that having questions answered by a live person while in the middle of an online purchase is one of the most important features a website can offer.
Good live chat systems help companies bridge that gap, turning an asocial, disconnected process into one that’s more personable and satisfying for customer demands. Workface helps companies go a step further than the average chat option—a big step further—and truly creates an interactive, immersive communication experience.
Real people, real contact – Each of your company’s chat representatives will have their own online profile. Customers wishing to chat can select a rep, and easily contact that same rep later if they have additional questions. No more getting random staffers and having to rehash their whole experience.
More than just chat – Sometimes words just aren’t enough. With Workface, you can communicate through video, audio and even send documents to a customer. It’s a holistic sales experience, all through the click of a mouse or tap of a key.
Networking beyond the walled garden – Workface helps you to be available from anywhere you choose, including your website, social media, your email signature, and beyond. With a click of a mouse or touch of their finger, your prospects and customers can immediately connect with you live without the need to be connected to you through a social network.
Seamless engagement from any device – The biggest innovation in chat software is here with Workface 2.0. Now you can really break down those networking barriers and interact with customers wherever they are. Thanks to Workface 2.0, your customers can chat with you from any device with an Internet connection, including smartphones and tablets, without downloading any special software or plugins. Because it’s fast, convenient and seamless, the focus is on customer solutions – not technical struggles.
At the end of the day, customers are clamoring for authentic interaction and realizing the benefits of having real humans around during their research for products and services. As a society, we tried the disconnection thing in business and realized it just wasn’t for us. So Workface is more than happy to lead that charge and bring the human element back into business touch points. By blending human interaction with sophisticated technology, we offer the multi-channel service and attention customers want and businesses need. This is the modern buying experience in action: technology where the personal is powerful.
To learn more about Workface, please visit our website at workface.com.