Using Voice over Internet (VoIP) for Customer Service

Some customer inquiries are much better handled by voice than typing into a chat window. It's just easier to explain and answer some questions by talking. Jupiter Research reported in April 2002, that click to talk technology can increase online revenue up to 45% while decreasing call handling costs by up to 14%.

Of the many applications available, here are three to consider, all of which provide very clear Voice over Internet (VoIP) sound quality.

VoiceCafé

VoiceCafe VoiceMaster (www.wilsonweb.com/voicecafe/voicemaster.htm) is a simple tool that combines both text chat and voice. If your customer has a question, all she needs to do is click on your link or graphic. After accepting a small plug-in she'll find herself in a room where she can type in her question. You are alerted that a shopper has entered the room and can answer her either by chat or with your voice, which can be heard through the speakers on her computer. If your customer has a microphone she can also speak to you, otherwise she can respond to your voice via text chat. A very adequate 3-person room is available for $8.55 per month after a $15 set-up fee. (Incidentally, I am a VoiceCafé distributor and can demonstrate this for you. http://www.wilsonweb.com/voicecafe/voicecafe_demo.htm)

VoxWire (www.voxwire.com) is a similar product, which includes voice, text chat, and follow-me web browser. A 2-person room is $9.95/month plus a $15 set-up fee. Neither of these products is designed to manage customer service sessions as is eStara.

eStara

eStara (www.estara.com) offers hosted ASP voice options for online customer service, primarily for enterprise-size businesses. A small icon offers the shopper the opportunity to "Push to Talk." When clicked on, a window pops up inviting the shopper to opt to receive (1) a telephone call or (2) to talk by computer with Voice over Internet (VoIP). The latter option provides connection to a live operator or, if it's not during office hours, a message machine asks you to leave a message. The VoIP option provides a quick plug-in download.

While eStara provides an excellent call center interface, the pop-up box, at least, would be relatively easy to program, providing a sound alarm to the storeowner that a phone or PC call is requested.