By allowing precise control over all parameters of customers’, providers’, and partners’ contacts, numerical hubs or digital call centres will change the way customer relationships are managed, be it for sales, support, training or marketing.
Bringing buyers and salespersons closer, reducing implementation costs, and eliminating expensive telecommunication fees, call centre and online commerce managers will find SKY-click to be an ideal tool. The next step of SKY-click’s development is the interoperability with the majority of VOIP clients: Gizmo, Gtalk, Yahoo, Messenger, etc…
When I imagined SKY-click back in 2004, I first thought of a pay-per-call approach via Skype, and via the Jabber standard. Isn’t it natural to click on a “call-me” button to get in relationship with an advertiser who is physically installed on another continent, without caring about borders, area codes or expensive and sometimes unreachable toll numbers?
But, as development went on, the 100% web-based call centre model was binding on us. The logical following of pay-per-call was a software solution allowing simultaneous calls in order to optimise call flows coming from several countries and users.
Languages, products and services management, linked to a humanization of online transactions concept will provide with unlimited optimisation possibilities for a majority of e-commerce and e-learning players.
The power of AJAX gives a new dimension to this software. As well, in 2006, Skype added video capabilities, which will enforce humanisation of providers/customers relationships. With SKY-click, it is now possible to call an operator if the customer needs help to choose between two products. Even better, customers can see operators, allowing what was missing in e-commerce: getting immediate information.
SKY-click’s workflow :
The steps to use SKY-click are as follow:
A Windows 2000 or XP computer with Internet access as well as Skype and SKY-click for administrators and operators are needed:
Then, a Skype button or a customised button is pasted on strategically situated areas of web pages. A javascript or an XML feed (for high traffic sites) display the button.
When the websurfer clicks on the button, there are three main possibilities:
1. He calls the operator with Skype, by choosing the language and the product he is interested in. He gets into direct relationship with an available operator: if the first one is already busy, he is forwarded to the next one, etc.
2. If he cannot find any operator, he can ask to be called back at the time he chooses.
3. If he doesn’t have Skype or do not want to use it, he can ask for an e-mail contact of a call back on his mobile or landline telephone.
SKY-click will soon be compatible with the majority of the market’s software. The innovation is the fact that there are no more boundaries and area code problems. Operators as well as customers can all be located anywhere around the world.
And of course, SKY-click can be integrated into ADS-click’s solution, for advertisers to bid for the best positions in search engine and be directly called via Skype.
