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If the underlying assumptions behind certain business decisions are no longer true, intelligent companies revisit those decisions. For more than a decade, companies could safely assume that nearly all web-browsing was taking place on the desktop or the tabletop. The screen and the keyboard were large and hands were generally free to perform functions like holding and dialing a telephone without impeding simultaneous web-browsing. The emergence of more mobile and portable devices is changing all that. Web-browsing, especially consumer web-browsing, is migrating away from the desktop and the tabletop to places like the couch and the patio. Companies that depend upon their website to drive significant revenues need to assess the impact this migration has on their business and develop new strategies that address the changing medium and venue of web-browsing.

Fortunately, most aspects of web-browsing remain the same. Consumers still visit websites and browse from page to page conducting research and performing self-service. But there are three key differences to consider.

  • The screen is often smaller.
  • The keyboard is often smaller and more awkward to use.
  • Hands are no longer free because they must hold or steady the device.

All three of these key differences have a particularly high impact on the website visitor’s ability to interact with a contact center. For many companies, this should raise a big red flag. For them, access to the contact center from the website delivers a significant ROI. For these companies, the contact center augments the website to:

  • Enhance overall customer experience;
  • accelerate resolutions;
  • improve conversion rates; and
  • increase average order values.

Once away from the desktop or the tabletop, interacting with a contact center using conventional means is less appealing and less effective. With hands less free to hold and dial a telephone, toll-free numbers and request-for-callback options are no longer easy or convenient. Those website visitors who do use the telephone find simultaneously interacting with the website difficult. Likewise, a smaller and more awkward keyboard makes click-to-text-chat less attractive. Those website visitors who still initiate click-to-text-chat sessions find their smaller screens offer limited space for both website content and the chat dialog.

Zingaya’s click-to-call solution makes the contact center more accessible to website visitors in this new age when web-browsing takes place on the coach, the patio or just about anywhere. No phone or download is required. Website operators simply embed Zingaya’s click-to-call button next to their other contact options. A single click initiates a call directly to the contact center. The Zingaya call button is easy to create and deploy because it is just a few lines of auto-generated HTML code. Small businesses can sign up directly from our website for as little as $19.95 per month. Larger businesses, including the most demanding enterprises, can work with our sales and service team to craft a competitive package that will deliver a significant ROI.

Check out our small business plans here. Alternatively, use one of the contact options below to connect with our sales and service team. You can even use Zingaya’s click-to-call button to reach us from your browser. Perhaps best of all … you can make the call while web-browsing from the couch or the patio!

Matthew Schwab
+1 (650) 520-4165