GIPS News Desk

Click-to-talk Solutions Underutilized in Online Customer Service Environments

GIPS mystery caller study reveals organizations rely heavily on phone and email responses

San Francisco - April 02, 2008

Organizations that need to provide quick answers to customer questions or problems are lacking the proper technology to meet those needs in an efficient manner, according to a recent 'mystery caller' study conducted by Global IP Solutions (GIPS), a leading provider of IP multimedia processing solutions.

GIPS surveyed nine leading companies, ranging from general retailers to consumer electronics vendors, over a two-week period in December 2007. During that time, 600 requests were made regarding the companies' return policies over email, phone and any other option available to reach customer service representatives.

All of the companies had a method for customers to send an email to support, as well as place a phone call. Only one of the organizations had the ability for customers to click-to-talk and speak with customer service instantly. Two companies gave consumers the option for click-to-call back.

Highlights of response times for each method are outlined below:

* Click-to-talk - Only one company out of nine had this option available

* Email - Slowest response took more than five days

* Phone - Slowest response took more than 10 minutes; fastest response time was 1 minute, 33 seconds

* Click-to-call back - Slowest response was 4 minutes, 12 seconds and the fastest response was 1 minute, 44 seconds

Since click-to-talk is completely IP based, it can leverage data in combination with a voice call. Calls from the Web can carry vital information such as what page the call originated from, other pages the caller has visited and any contextual information the caller may have entered into predefined fields. When combined with call center and CRM applications, this type of solution can provide a fast, customer friendly solution that results in a richer and more efficient customer experience.

GIPS Click-to-Talk (CTT) gives visitors to a Web site the opportunity to instantly begin a voice call with customer support or a sales representative. CTT helps organizations decrease Web abandonment and enhances customer satisfaction by offering an effective communication tool. More information on the product can be found at: http://www.gipscorp.com/click-to-talk/click-to-talk.html.

Executive quote

"Quality customer service is dependant upon instantaneous and personal attention. We were shocked to see some of the response times to emails and even more surprised to see the number of companies that only offer email and phone options to get in touch with customer support," said Steve Rust, vice president at GIPS. "Click-to-talk is not only a great solution for voice communication, but when utilized properly, it becomes a valuable customer interaction tool."

Customer quote

About the company

About Global IP Solutions

Global IP Solutions (GIPS) provides best-in-class voice and video in end-to-end IP communications with robustness against packet loss for service providers, enterprises, applications developers, network equipment, gateway and chip manufacturers. GIPS' customer list includes Nortel, Oracle, Samsung, WebEx, Yahoo!, AOL, EarthLink and other key players in the IP multimedia market. GIPS is a member of the Intel(r) PCA Developer Network, Motorola Design Alliance, Symbian Platinum Partner Program and Texas Instruments' third party developer network. GIPS is headquartered in San Francisco with offices in Stockholm, Boston and Hong Kong. Find more information at www.gipscorp.com.

Contact details

Cari Goodrich
LEWIS PR for GIPS
+1 (408) 573 3663
gips@lewispr.com

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