Ozonetel, a provider of on-demand cloud communication and telephony solutions, has rolled out cloud telephony solutions for Shopify stores.
It has also launched KOOKOO Interactive Assistant (KIA) widget that enables customer service helpdesks to run voice calls and chat sessions in parallel.
“The key highlight of the KIA widget is its Synchronized Chat Window. During conversations with customer service, it’s often easier for visitors to type things down instead of repeating them over the phone. For example, people prefer typing email ids rather than speaking them out. The KIA widget makes it possible to open a chat window during any phone call," said Chaitanya Chokkareddy, Chief Innovation Officer, Ozonetel.
The customer can type out email ids, names, phone numbers in this window while still on call with the helpdesk. Customer service executives can easily switch from call to chat and vice versa according to the convenience of the customers, he added.
61% of customers who shop online always prefer to speak with customer support agents while making a purchase
47% of mobile searchers say that if a business does not have a phone number associated with their search results, they will be more likely to explore other brands
Market need: Think with google researched 3,000 shoppers in the age group of 18 – 74 in Travel, Restaurant, Finance, Retail, Technology, Local Services and Auto sectors
Shopify is a platform that enables a business to set up an online store within minutes. It currently has over 600,000 online businesses, and Ozonetel aims to have 1,000 of these using the widget by next year.
To enable an instant helpdesk, an online store on Shopify has to merely place the KIA widget on its Shopify store with an API key and phone number. With this, visitors can click, speak and chat with the customer support team. The KIA widget integrates with Zendesk, Salesforce, Zoho CRM and all other CRM solutions and automatically captures lead details in the CRM.
With the KIA widget, businesses on Shopify can now use the same platform for their toll-free numbers, outbound calls, and even create outbound IVR campaigns.
“The cost for the widget varies on the number of agents the company wants to use the widget for. We have monthly and yearly plans that range from USD 100 to USD 1,000 per month,” added Chokkareddy.
The widget also has a social media alert feature in it, which is an automatic tag alert available for agents.
“If there is a social media post, the particular agent will be alerted of the same. He or she can just post a link to the customer which will directly connect them to the agent. This enables quick action,” explained Chokkareddy, Chief Innovation Officer at Ozonetel.