SMARTASSISTANT Live Engagement - Interactive Advice, Live Chat and CoBrowsing
SMARTASSISTANT extends its Digital Advice Suite by adding Live Chat and CoBrowsing capabilities
SMARTASSISTANT has partnered with SaleMove, a live engagement solution, to provide a Live Guided Solution, which now enables businesses to combine live chat and CoBrowsing with interactive advice for a more personal customer experience.
The SMARTASSISTANT Digital Advice suite provides businesses in all industries and of all sizes with a comprehensive and complete technology solution that helps them serve their customers better throughout the entire customer life cycle. The main goal is to gain a better understanding of each customer and their individual needs before suggesting suitable products or solutions.
Customers in a wide range of industries have grown accustomed to interactive access to product information, service, and support. Consequently, integrating self-service options is something no business can overlook.
Self-service options give customers the ability to receive instant, actionable answers to problems without having to wait for help from a sales or customer service representative. This frees up the representative's time to be used for more complex tasks. It also empowers customers to conduct research and reach a confident purchase decision on their own and without the perceived pressure from a representative waiting to seal the deal.
The call for more self-service does not mean that humans should be left out of the equation. In many cases the right level of customer service can only be provided by human beings. When customers have exhausted their self-service options, or have specific questions that cannot be solved immediately, they still need and expect to have their questions answered in real time and with precision.
It is important to integrate the human touch in digital interaction channels.
Major companies such as Amazon and Google have already integrated face-to-face video as a customer service interaction option. However, the wide adoption of live video chat and CoBrowsing has had a slow start because it has previously been expensive and difficult to use for both businesses and shoppers.
Now, with the SMARTASSISTANT Live Engagement Solution, businesses can quickly and affordably integrate video chat and CoBrowsing options to their digital advisors to enrich the online and mobile shopping experience.
Upon completing the SMARTASSISTANT advisor, customers who have in-depth questions about the recommendations provided can initiate engagement with an expert via video, voice, phone, or chat to ask questions before making a decision.
The Live Engagement Solution also allows shoppers to start a chat or CoBrowsing session to engage in dual browsing, navigate the site together with the expert, and collaborate on a complex purchase such as designing a kitchen or picking furniture for the living room.
"The integration of the SMARTASSISTANT Live Guided Solution into the SMARTASSISTANT Digital Advice Suite marks an important step in our pursuit of extending our capabilities to offer intuitive and accessible advice solutions that help people make decisions. Our clients are now able to quickly integrate face-to-face live chat and CoBrowsing capabilities with their digital advisors to improve customer service and increase conversion," says Martin Schliefnig, Co-Founder & COO of SMARTASSISTANT. "Online customers who are using a SMARTASSISTANT advisor can initiate instantaneous face-to-face engagement by the mere click of a button. Agents can then access previous answers the customer has given in the advisor process to leverage information about the customer’s needs to improve the quality of the interaction."
Several recent studies indicate that consumer acceptance for video is shifting. "Because of things like FaceTime, consumers are more amenable to video. The value it brings can be very useful in some cases," says Kate Leggett, VP and principal analyst at Forrester Research. Forrester predicts that customers will continue to demand effortless interactions over web and mobile self-service channels, including video chat and screen sharing capabilities. (Forrester's Top Trends For Customer Service In 2015)
In addition to the conclusions reached by Forrester, research reported in the Gartner study Predicts 2015: Weak Mobile Customer Service Is Harming Customer Engagement corroborates this trend:
- By 2018, 5% of customer service cases will be initiated by Internet-connected devices, up from 0.02% in 2014.
- Over 100 of the 500 largest global businesses will introduce video-based chat by 2018 for customer-facing interactions.
- By 2017, one-third of all customer service interactions will still require the support of a human intermediary.
- By 2018, 75% of social-only customer service agents will be blended into the customer service agent pool.
- By 2018, 50% of agent interactions will be influenced by real-time analytics.
By using SMARTASSISTANT advisors with live engagement capabilities, customers are able to receive more personalized product recommendations. They also have the option and convenience of initiating a real-time interaction to eliminate doubts before they reach a purchase decision.
The SMARTASSISTANT Digital Advice Suite helps businesses to create an enriched shopping experience that is more personal and effective.
Don’t hesitate to contact us to learn more about how you can improve customer engagement: Contact