When you think of the ways your customers and visitors can get in touch, are you just providing a phone number and email address? If so, you could be unintentionally creating a barrier to customer engagement. Times have changed and so have the ways people communicate, not just with businesses, but with each other. Depending on the individual, picking up the phone could now not be top of the list. So why not offer your clients more innovative and familiar ways to contact you using 3CX? Here are 4 methods you can easily set up today.
3CX Talk links may be the lesser-known of the 4 ways, but they are incredibly versatile and powerful. They are customizable, clickable links that allow calls to an individual extension, ring group, or call queue. The caller doesn't need any special app; it works with pretty much any web browser, on any device, using a technology called WebRTC. And the best part about them is that calls are free!
You can choose how you present it to your customers, ranging from:
Because 3CX Talk links can direct calls to individuals or ring groups and call queues, a business can adapt how the links are used to best fit the needs. For example, on a ‘Support’ page of a website, it would make sense to use a link that is directed to the support team queue.
Set up your personal 3CX Talk link using the Web Client by navigating to “Settings” > “General”. Edit your personal ‘friendly name’ and then copy the URL.
Live chat is a powerful tool to achieve an even greater customer engagement. However, it must be handled with care. Customers dislike being led around in circles by generic canned responses which don't address their questions. That is where 3CX offers a refreshing approach. 3CX Live Chat facilitates REAL HUMAN conversations resulting in far more comprehensive and intellectual responses than generic canned responses could ever offer.
By placing 3CX Live Chat on your site using the easy-to-follow setup procedure, customers can be offered a chat conversation directly with an agent. If needed, the agent can also transfer the conversation to another agent should the inquiry need more expertise.
A standout feature of 3CX Live Chat is that the conversation can be elevated to a call with the click of a button. The best part of this is that the web visitor is connected immediately to the same agent they have been conversing with. That means that they do not need to spend time repeating the same issue to a different agent from scratch.
3CX Live Chat is fully customizable with styling features such as colors, bubble icons, animations, greetings, agent identification, and compliance options.
Every day, over 175 million people contact a business via WhatsApp. It is the most used messaging platform in the world. People use it in everyday life and are very comfortable with it. So why not let your customers contact you on WhatsApp too?
3CX offers an API integration that makes receiving and replying to customers' WhatsApp messages a breeze. Messages can even be delivered to a queue of agents, meaning that there are no limits on the number of agents that can reply to messages.
Check out our blog which highlights the differences between using the standalone WhatsApp Business app vs 3CX WhatsApp API integration.
SMS messaging is heavily used by businesses in the USA. By adding SMS/MMS integration, you can receive customer messages and send them - all from the very same 3CX interface. You can use your preferred 3CX Client, including Web Client, as well as desktop and mobile applications. Again, just like live chat and WhatsApp, SMS messages can be delivered to groups of agents so that there is no reliance on a physical handset that could get lost or run out of battery.
Customer engagement is not just limited to social media. Offering clients different ways to get in touch is just as important as how you “shout” about your business. Traditional phone calls are still very important to many organizations, but so too is the realization that phone calls can't be the only method of contact. Customers are all different, they all have different preferences. By adding multiple innovative ways for them to reach out will improve not just customer engagement but their experience overall.