Click here to download extracts from the white paper
Email fmcpherson@invomo.com with your contact details to request your copy of the full 15 page paper

Our new white paper reveals that UK companies are concentrating too much on their internet strategies while ignoring phone applications, which could help them provide a better quality of service and capture online sales that buyers abandon. This failure is putting organisations at a disadvantage as customers react more aggressively to poor service and increasingly use social networking sites to voice their anger.

The white paper shows that lack of integration between phone (landline and mobile) and web customer channels affects business performance and examines how to close the gap between them. It also examines how new and evolving technologies can help realise this objective.

The analysis touches on phone-related technologies, Interactive Voice Response (IVR) systems, speech recognition, SMS and hosted applications. These deliver advantages such as cutting call centre costs, enhancing services, freeing agents to focus on value-added calls, and collecting data from phone and web-based contacts to improve products, services and marketing.

This report helps companies improve the customer experience and proposes how to begin to develop an integrated experience. Making it work can be complex but the paper shares expertise on the important considerations, commercial models and maps out the underlying technologies and customer facing applications and services.

See below a diagram from the paper mapping phone and online technologies and applications and services.



See how the 'Call Me Back' application easily and automatically links warm prospects on your website with your agents.

Click here to see the Call Back Request story board.

Companies that only have a web centric strategy for servicing orders and enquiries are likely to be missing out on a significant proportion of business. Asking a new customer to trust a company on their first transaction and providing immediate answers to non-standard questions are not easily automated. Offering easy or instant contact with the call centre from the website will therefore reduce lost orders and provide a valuable link for reassurance.

80% of consumers* indicated that a 'call me back' option on a website, where they can 'specify a time' to be contacted, would be very helpful. (Research conducted by Invomo in September 2009).



Almost 40% of consumers want to purchase through the call centre rather than online

– if you have a web only strategy are you missing out on valuable business?

73% have been worried about giving credit cards/security details to an agent on the phone

– what's their feeling about online and automated payment services?

Invomo's latest research findings of 3000 consumers looks into how well organizations are getting the service mix right. The research helps call centre managers appreciate when the human touch is preferable to self-service, attitudes to automation, concerns over security and what a good and bad experience looks like today. To get your copy of the highlights click the link below.

Summary report

If you are a call centre or marketing manager and you would like to have a fuller appreciation from the ten page research, please email marketing@invomo.com