Conventional phone calls cause a disruptive gap in the customer experience because customers are forced to abandon their Web sessions and start all over again with a call center agent. The ability to smoothly transition customers from a Web session to a voice channel is one of the most impactful benefits of eStara’s Click to Call and Click to Chat service.

Imagine being able to provide the call center agent with every detail about the customer’s web session without requiring the customer to repeat every step taken.  eStara’s patent-pending cross-channel data passing ensures a continuity of customer experience by transferring key data about the customer and the context of his or her online session directly to the call center at the time of call initiation. The information can be displayed directly on the agent's desktop screen, or it can trigger lookups into the company's own databases to retrieve related details (customer records, purchase history, billing information, etc).

Customer satisfaction is dramatically increased with eStara, as consumers aren't required to verbally recreate historical context of their Web session, or repeat information that has already been entered online. Additionally, call centers benefit from improved efficiency and reduced call-handling time, as agents simply pick up where the customers' Web sessions leave off.

To reinforce the customer experience, eStara offers comprehensive Page Push and Co-Browse capabilities, that facilitate collaboration between the agent and online visitors in real-time.  There are tremendous advantages to providing agents with these tools that are realized in the ability to:

• Increase cross-selling and up-selling conversions
• Improve customer service
• Reduce average call length

eStara also offers the ability to survey customers following their Click to Call or Click to Chat session for immediate feedback and measurement of customer support.