Customer Engagement Integrated Services


NPS and Active Surveys

Customer Happiness made simple

Click2Chat

Just how flexible is your website’s live chat?

Click2Call

So much more than a callback

Video2Call

Add a human touch to your marketing

Social Media Integration

Can your marketing efforts thrive without #socialmedia ?

For years, companies focused on cost reduction and undermined the power of great customer service - and customer happiness - and the impact that it can have on reducing churn and/or promote repeat purchases. Fortunately, that is starting to change. But how can you really understand how your customers feel?

A good way to do so is through BySide Active Surveys solution, which you can use to create online and/or voice (telephone) surveys in a simple, intuitive and flexible way. As Active Surveys are fully integrated in the BySide platform, all of the information collected is automatically actionable, meaning that it can be used to enrich visitor/customer profiles and help target communication and obtain competitive advantages.

This means that if your customer tells you he’s not happy with his experience, you can do something about it even before he leaves your website! Or, perhaps, you can just automate an outbound call to unhappy customers, to make sure they get proper assistance. This makes a huge difference than simply reacting once you go through survey results reports.

NPS, or Net Promoter Score, is a special kind of survey. It consists on a single question - “How likely is it that you would recommend [a brand|a service] to a friend?” - and a 10-point scale answer that acts as a standard indicator of customer satisfaction. If your NPS is higher than that of your competitors, then your company will probably outperform them. Also, NPS-oriented management leads to better overall business performance. Whether aiming for faster growth or increased profits, NPS can be used as a measurement framework. Again, the feedback that you collect through NPS Surveys is actionable information - you can tailor your communication automatically according to the level of customer satisfaction.

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Source: Bain & Company

BySide Click2Chat is a user-friendly live chat solution adapted to the operational needs of a contact centre. Just like BySide Click2Call, BySide Click2Chat profits from its integration in the BySide platform in three different ways:

  • firstly, chat windows can be deployed intelligently, according to visitor behaviour, or triggered by specific visitor actions; this allows you to offer this contact option when it is most relevant to you and your customer
  • secondly, contact center agents will have real-time access to the visitor’s profile: the page he’s looking at, the device he’s using, the number of times he’s been to your website or other channels, the region he’s accessing from, and the list goes on; this means they can interact in a very personalised way and improve contact efficiency and customer satisfaction
  • finally, all chat contact information (number of chats requested, purpose and result of the chat, …) is integrated with visitor information and can be used in marketing automation initiatives
Other interesting features include:
  • full performance reports
  • detailed chat activity map
  • video presentation in the waiting queue
  • integrated satisfaction surveys
  • simple and immediate integration on any website and with any content manager (CMS), with no need of IT intervention
You can also enable BySide Live Support, which will add:
  • bidirectional assisted browsing actions (CoBrowsing)
  • joint form-filling
  • file sharing
  • markers to point out specific areas in a given page (markup)

A user-friendly live chat solution

BySide Click2Call, or “call me now” promotes a free and immediate phone connection between potential customers who access the website of any company and its contact centre or sales agent, whether the latter is at the company (land line) or moving about (mobile phone).

Just like BySide Click2Chat, BySide Click2Call profits from its integration in the BySide platform in three different ways:
  • firstly, contact windows can be deployed intelligently, according to visitor behaviour, or triggered by specific visitor actions; this allows you to offer this contact option when it is most relevant to you and your customer
  • secondly, contact center agents will have real-time access to the visitor’s profile: the page he’s looking at, the device he’s using, the number of times he’s been to your website or other channels, the region he’s accessing from, and the list goes on; this means they can interact in a very personalised way and improve contact efficiency and customer satisfaction
  • finally, all call information (number of calls requested, purpose and result of the call, …) is integrated with visitor information and can be used in marketing automation initiatives - such as call recovery workflows for unsuccessful calls
Other nice features include:
  • full performance reports
  • video presentation in the contact window while the call is being established
  • intelligent call routing - direct calls to different branches according to visitor characteristics
  • simple and immediate integration on any website and with any content manager (CMS), with no need of IT intervention
  • no need to integrate with the contact centre management software
You can also enable BySide Live Support, which will add:
  • bidirectional assisted browsing actions (CoBrowsing)
  • joint form-filling
  • file sharing
  • markers to point out specific areas in a given page (markup)

Free and immediate phone connection between potential customers

BySide Video2Call is an extension of the Click2Call service which allows you to add a human touch to your communication by establishing video calls with the customer. This is especially relevant for complex services which require trust: being able to see the person who is talking to you reinforces your confidence.

Being an extension of the Click2Call service, there is no need for headsets or microphones as voice communication is made through the customer’s phone (landline or mobile).

Besides, BySide Video2Call interface has a few more advantages:
  • video is unidirectional (customer can see the agent but the agent cannot see the customer), therefore avoiding any inconvenience for the customer
  • no need for the agent to install any camera software - the video functionality is integrated in the BySide agent console
And, of course, it comes with all the Click2Call features:
  • integration with BySide platform and Smart Data, enabling contact windows targeting and transforming contact information into actionable information
  • full performance reports
  • video presentation in the contact window while the call is being established
  • intelligent call routing - direct calls to different branches according to visitor characteristics
  • simple and immediate integration on any website and with any content manager (CMS), with no need of IT intervention
  • no need to integrate with the contact centre management software

Add a human touch to your communication with the customer

Oh, social media. Easy for users, complicated for brands. By nature, it privileges the voice of the customer - whether you like it or not. And if great things can easily become viral, social media fails can too.

That’s why most companies now have a social media strategy. This strategy defines the process of collecting, measuring and interpreting the results of interactions and relationships between people, topics and ideas.

It is an umbrella term that includes a number of specialised analysis techniques, such as social filtering, social network analysis, social channel analysis, sentiment analysis and social media analytics.

BySide Social Applications will help you:
  • understand what your customers and leads are saying about you and your competitors in social media
  • promote sweepstakes and referral campaigns, extending the reach of your existing campaigns
  • incorporate intelligent social sharing into any campaign
  • easily measure social metrics and see how social activity drives conversion
  • enhance your lead database with social data

BySide Social Applications will help you measure, analyse and enhance social metrics

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