Thursday, November 16, 2006
Click to Call Gains With Google
Google Local now features a click to call option where customers will automatically be connected to merchants through a VOIP call.
I'm surprised that it's taken so long for Google and others to see CtC as a lucrative opportunity. Yes, you can just pick up the phone and dial, but simplifying the step through an anonymous call (I'm assuming caller ID doesn't work over this network. Is beneficial to all parties.
But for large companies that operate call centers and have extensive customer service operations, click to chat would be even more effective. If you at work (ahem) and trying to order a product without success or have question, you can get to your answer via IM and not have to alert others that you are using the phone. Customer service reps can keep up with multiple chats simultaneously, and there's also less of a bandwidth crunch.
It will be interesting to see what other uses for Skype both Google and eBay have in mind.
Found via
TechCrunch.
Posted By John Gartner at 09:17 PM
Permanent Link: Click to Call Gains With Google
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(2) Comments on Click to Call Gains With Google
If you want to see the future then check out www.Mexuar.com
Click to call using two legged outbound calls is so voice 1.0
Click to talk from the browser itself is the next generation and offers far more functionality.
Cheers,
Dean
Comments by Dean Collins : Thursday, November 16, 2006 at 11:06 PM
Google is wise to see the promise of delivering leads to its advertisers in a form factor that consumers and businesses are comfortable with...the phone.
However, when it comes to choosing click to call vs. click to chat, the answer depends on the organization's goals. It's about offering the right form of contact at the right time.
If the goal is to increase sales, then click to call has been proven to be more effective than chat at closing sales. However, if your goal is to deliver quick, automated answers to service inquiries, chat (particularly proactive and automated chat) fits the bill.
While most chat vendors talk about the benefits of being able to handle multiple sessions at once, Jupiter Research has found that, "Despite promises to the contrary, an agent cannot realistically handle more than 1.3 simultaneous chats, and agents do not generally engage in simultaneous sessions...Furthermore, JupiterResearch’s executive interviews reveal text chat sessions last about seven percent longer than do phone conversations."
Comments by Dan : Friday, November 17, 2006 at 01:49 PM
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