Loans & mortgages

Challenge:

Customer about to abandon online application or rate calculator and comparisons

Click to Call Solution:

Assist with application completion, engage customer interest in other lending products

Benefit:

Increase online application submissions, speed customer on-boardin

Challenge:

Agents requesting phone numbers for escalation to voice

Click to Call Solution: 

Review chat transcripts to discover where it would be better to use voice as the initial invitation

Benefit: 

Higher first contact resolution, better agent utilization for chat and voice

Challenge:

Phone conversation required to complete processing of an online application

Click to Call Solution: 

Engage customers immediately while they are most interested, reduce number of follow-up calls needed

Benefit: 

Increase online application submissions, reduce follow-up costs

Challenge:

Making the most of visitors driven to your site by targeted marketing campaigns

Click to Call Solution: 

Proactively invite these hot leads to engage on the website

Benefit: 

Raise conversion rates for marketing leads

Challenge:

Complex financial products and services best suited to the voice channel 

Click to Call Solution: 

Make it easy for visitors and customers with LP click to call buttons and proactive invitations

Benefit: 

Explain options and build trust between consumer and financial institution

Challenge:

Consumers unaware of add-on services for complex products and portfolios

Click to Call Solution: 

Cross-sell and up-sell via LP Voice

Benefit: 

Increase consumer lifetime value

Challenge:

Visitors interested in particular products, but confused by multiple 800#s

Click to Call Solution: 

Use rules and LP intelligence to route calls to most skilled advisors for the particular product

Benefit: 

Leverage rep sales skills, capture more conversions

Challenge:

Target customer segments for high value financial services products

Click to Call Solution: 

Proactively invite for click to call based on arrival from specific marketing campaigns, URLs from competitor sites or search keywords

Benefit:

Capture more conversions

Challenge:

​Assist with complex product and service decisions

Click to Call Solution: 

Voice conversations are best suited to explain complexities and to assure consumers that an expert financial advisor is available to them

Benefit: 

Build trust, increase investment

Challenge:

Prevent cancellations and product downgrades

Click to Call Solution: 

Invite valuable customers to talk with a rep when they start to cancel or remove services or account features – or even require speaking with rep before cancellation

Benefit: 

Save and retain customers, increase ROI

Challenge:

Conform to security guidelines in the authenticated space for financial services

Click to Call Solution: 

Phone services and authorization not subject to regulatory restrictions on online

Benefit: 

Provide alternative to get it done

Challenge:

Drive bookings in popular or high value destinations

Click to Call Solution: 

Proactively invite visitors who pause on top destination or package detail pages

Benefit: 

Boost conversion rates vs. chat

Challenge:

Engage luxury customers

Click to Call Solution: 

Target customers likely to stay in deluxe resort properties with voice invitations based on profiles and online behavior

Benefit: 

Lift high-value conversions

Challenge:

Travel dates unavailable for preferred airline or property

Click to Call Solution: 

Offer alternative itinerary via voice to customers viewing search results with no availability

Benefit: 

Prevent abandonment, save the reservation

Challenge:

Cultivate high-status customer loyalty program members

Click to Call Solution: 

Provide prioritized call routing to concierge services to authenticated customers

Benefit: 

Increase loyalty, retention and high satisfaction

Challenge:

Engage customers interested in group travel packages, weddings or corporate events

Click to Call Solution: 

Provide prioritized call routing to concierge services to authenticated customers

Benefit: 

Raise high-value conversions

Challenge:

Customers attempting to make booking changes not available through online channels

Click to Call Solution: 

Invite to click to call with an agent prepared to assist with rebooking

Benefit: 

Improve first contact resolution rates and customer satisfaction, avoid loss of sales

Challenge:

High volumes of customers needed assistance due to adverse weather conditions or other travel emergencies

Click to Call Solution: 

Use available booking data such as flight time within a window to invite to click to call with an agent prepared to assist with rebooking

Benefit: 

Improve first contact resolution rates and customer satisfaction, avoid loss of sales

Challenge:

Visitors shopping around in pre-quote and get-a-quote pages

Click to Call Solution: 

Use click to call to more efficiently route prospects in quote and acquisition to the right reps based on their locations and skill-related variables

Benefit: 

Ensure completion of quote leads to acquisition and on-boarding, higher conversion than chat

Challenge:

Claim servicing and potential cancellation

Click to Call Solution: 

Route calls to most appropriate reps to answer specific questions or suggest addition of new plan features

Benefit: 

Reduce frustration, improve customer satisfaction, avert cancellation, increase value of the account    

Challenge:

Physicians need critical drug interactions and indications questions answered in authenticated space

Click to Call Solution: 

Provide easy access to this information with click to call

Benefit: 

Greater adoption of specific drug use and prescriptions     

Challenge:

Customers viewing or placing high value items, or considering items and services not possible to order online

Click to Call Solution: 

Target these customers to receive more complex details or assistance with buying on the phone

Benefit: 

Increase high value sales, perception of service

Challenge:

Repeat high value customers requiring a personalized shopping experience

Click to Call Solution: 

Segment and target these customers with invitations to call for concierge-level attention and service

Benefit: 

Promote customer loyalty

Challenge:

Customers needing assistance with detailed sizing or detail descriptions, especially on items with no return policy or costly restocking fees

Click to Call Solution: 

Proactively engage to reassure hesitant shoppers

Benefit: 

Reduce returns, prevent buyer dissatisfaction

Challenge:

Build consumer confidence in brand and service provided

Click to Call Solution: 

Offer live help online, where it makes an impression even on those who don’t use it themselves

Benefit: 

Improve buyer confidence and satisfaction

Challenge:

Existing customers with a single line of service or new customers looking at comprehensive service bundles

Click to Call Solution: 

Explain features and value via proactive voice or multi-channel invitations

Benefit: 

Maximize customer acquisition value, reduce churn

Challenge:

New customer on-boarding

Click to Call Solution: 

Engage immediately post-purchase to assist with account registration, online bill pay and auto pay set up

Benefit: 

Reduce contacts required later, improve time to collect receivables, retain customers through initial service term

Challenge:

Cross-sell added products or features to targeted business customers

Click to Call Solution: 

Segment business customers by features and services to identify targets and proactively engage to discuss complementary plans and features, hardware upgrades and other strategic offerings

Benefit: 

Increase stickiness, customer lifespan and value

Challenge:

Up-sell business customers during online servicing opportunities

Click to Call Solution: 

Proactively engage to educate on complementary features, services and upgrades

Benefit: 

Increase your footprint of services within the account, raise overall value of business customer