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VoIP benefits for customer service



During the last decade, internet transactions such as shopping online have grown exponentially to unforeseen levels. More and more people are turning to the web not only to buy specific products and have them delivered to their homes, but also to pay for services of all sorts. In order to cope with this huge and ever-growing demand in an effective way, businesses are facing the challenge of implementing capable customer service platforms that satisfy the needs of inquiring customers. Unfortunately, this is far from being achieved just yet. In fact, poor customer service is one of the most common claims and sources of frustration that customers report when doing transactions online.

Voice over IP (VoIP) technology has the potential to improve this situation for both businesses and clients alike. A study conducted by Purdue University Center for Customer-Driven Quality mentions a technique that could lead to the ultimate solution regarding this issue: Click-to-Talk Web Customer Service. This original solution enables a potential customer to click on an icon and be securely transferred to a call center agent, whom in turn would answer any inquiries from the customer or assist in the completion of a web transaction.

Many businesses could benefit from implementing such a seamless interactive approach. This is particularly true for online stores that offer a considerably large catalogue, since having a lot of products of different nature will most likely result in more inquiries from potential buyers, and tending to this queries in a timely manner might make the difference between a secure sell and an abandoned online cart.

As we can see, VoIP technology can be used as a tool that favors both consumers and commerce, and its potential should not be underestimated. It is highly likely that we will witness more initiatives like these in the near future, and Click-to-Talk Web Customer Service will soon become a standard practice in the web industry.

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