Azurn International has launched a multi media business solution that will bridge the gap between web and voice.
Clicking on a webpage to make an instant telephone/video call has, until now, been a nascent technology in Australia. However, with consumers accessing faster broadband speeds, and with uptake of broadband increasing, the national launch of the Azurn Merlin click-to-connect technology will help change consumer expectations, online behaviour and how consumers interact with businesses.
The Azurn Merlin marketing solution, developed by Melbourne-based Azurn International Ltd, is being adopted by ASX-listed customer relationship specialist, UCMS Group to allow its website visitors and potential customers to see and speak, live, to a customer service person by simply clicking a telephone icon on a webpage or email.
The consumer will then be connected automatically and instantly (usually in less than five seconds). These voice and video calls are free of charge to the customer, who can choose to be connected via their Internet phone, mobile or landline, and robust authentication ensures complete security.
For businesses, it means converting more website visitors into sales by capturing potential customers during that critical “moment of interest” window, with the Azurn Merlin instantly converting online prospects into phone enquiries.
A unique feature of Merlin is that once connected via the phone, businesses can also share information and collaborate with the caller by exchanging relevant documents, forms and contracts over the webpage while the caller is still on the phone. Merlin also allows multiple customer service reps to engage and assist the caller simultaneously.
Furthermore, before each customer call is connected, the context of the customer’s enquiry and relevant information from the website is forwarded to the operator so they can provide a more personalised customer service experience.
It means marketers can now align their website with their offline customer service model to better address concerns by the 66 per cent of online shoppers who abandon their shopping carts due to poor customer service.
“There has been a very high level of interest in Merlin, by large businesses and SMEs, so much so that by year’s end, we’re projecting more than 40 businesses to be using our multimedia convergence platform,” Ananda Rao, CEO of Azurn International, says.
www.azurn.com.au