Over the past 12 months we’ve seen a huge shift to digital as businesses were forced to close the door on physical trading. More than 85,000 UK businesses launched online stores or joined online marketplaces in just the first few months of the pandemic.
In a hugely competitive market, these businesses are under pressure to provide an exceptional customer experience (CX). Consumers have no problem abandoning a company’s e-commerce website if they are frustrated or left unsatisfied by the experience. Crucially, they want to feel that someone is available to speak with them and respond to any questions, in real time – this is particularly true when making a large purchase online.
This is where Wildix is making its mark. Based on WebRTC technology, Wildix Kite brings Unified Communications to any corporate website. Embedded on the site, Kite allows visitors to communicate easily with call agents via chat, audio and video, desktop and data sharing – all with just one click. Kite integrates fully with the Wildix UC system to transform a company website into a valuable marketing tool.
“Kite allows a business to communicate with anybody. The customer doesn’t need to install anything – they can just go to a webpage, see the presence and availability of the salesperson or call agent and immediately start engaging with them,” said Ian Rowan, Senior Channel Manager at Wildix UK.
“It turns a static shop window into a wide open shop door to your business. Your customers can have a voice call, a video call and can even screen share with another human. They can ask questions, explore your products and engage with you at a crucial point in the sales cycle. Whereas previously the customer might have left your website with unanswered questions, or perhaps thinking they will call or email later, now you can keep them engaged and provide that exceptional level of service they demand today.”
And unlike a typical web chat, the chat agent isn’t engaging with several other people at the same time. It’s a one-to-one interaction where they customer truly feels valued.
Additionally, Kite provides the secure platform necessary when dealing with customer data. Based on WebRTC, it is secure by design and a safer option than some messaging platform alternatives where the customer’s personal data can be taken and monetised – such as with WhatsApp and Facebook.
Not only does this affect consumer trust, but it can also put a business in direct competition with other suppliers using that platform to advertise their own products.
“One organisation using Kite is a mental health charity, where the chat option automatically pops up when somebody visits their crisis page, and a trained mental health advisor invites them for a chat. This can progress to a video call if the website visitor is happy to do so”
“Elsewhere, we’ve got a tire company where customers can just point their phone at a wheel and the employee can see what tire they need. It just makes it that much easier to start communicating with your customers in real time. People are sceptical about buying from a website where they can’t interact with somebody. Having that engagement with a human takes the success level of that sale one step closer.”
