Online spending has reached new heights in recent years with e-tailers reporting more than $200 billion in revenue. Fueling this growth is the evolution of ecommerce from pure self-service to a sophisticated mix of support tools designed to engage prospects and customers with the right information at the right time via the right channel. eStara’s Click to Chat is a proactive channel that offers customers assistance and moves them through the buying cycle by analyzing online behavior, and using this intelligence to determine each customer’s needs.

eStara’s Click to Chat offers a number of benefits for businesses, contact center agents and consumers, including:

A recent report by Internet Retailer cited 10% to 15% of shoppers who are browsing will actually buy if they are engaged in a text chat versus 2% across the rest of the site. While chat is not a panacea for all customer contact woes, companies can realize ROI by leveraging text chat to address issues with low to moderate complexity, and to troubleshoot standard customer inquiries. For more complex, high-value, transactions, analysts and customer surveys have shown an overwhelming preference for the voice channel. eStara’s integrated tools include Click to Call as the primary contact channel when the goal is to increase online sales, and Click to Chat for management of routine customer service inquiries.

Click here to download the Click to Chat Datasheet.