LeadCall - overview
Uncompleted online orders are a huge problem across the travel industry - for tour operators, airlines, hotels and car hire. Up to 95% of customers are failing to complete their web booking for a variety of reasons – which represents a massive misse opportunity....
LeadCall’s innovative system is designed to work with brands to boost web sales conversions - by connecting them to customers as quickly as possible via the phone. Like good old-fashioned customer service, a helpful call from a human being can solve many problems easily and convert 'hot' opportunities into sales - where a website by itself may fail. This proven system works with existing call centres to maximise their time and effectiveness - it is a direct interface between missed web sales opportunities and the sales team.
LeadCall was developed to help clients maximise the opportunities they were generating from their website. The company now handles millions of leads per month for a variety of clients, many of them in the Travel and Financial Services sectors.
The requirement was for an effective way of delivering inbound sales calls into the client Contact Centre that had been generated by marketing campaigns promoted on the web, via email or SMS. So rather than waiting for the customer to call, the Contact Centre called them first.
LeadCall has been developed to take away any manual intervention. Every call is automated and an announcement is played to inform the agent where the call has come from. Other details can also be announced such as customer reference numbers, flight numbers or policy numbers.
The system is flexible and robust, and can be adapted to suit individual requirements.
How it works
LeadCall's objective is to increase sales conversions by connecting brands to their customers as quickly as possible.
When a prospective customer visits a website they're normally looking for information or planning to book a holiday or flight. As part of the process they have to complete a form asking for a number of personal details, one of which is always a contact telephone number.
LeadCall will turn that website visit into a hot lead within seconds - we capture the contact telephone number in realtime and within seconds of a booking being abandoned we’re launched an automated call into the client’s call centre. The system provides the agent as much or as little information as they require; such as:
"Hello, this is a LeadCall. Booking ref. XYZ567. Please hold to be connected to the customer."
The agent is then able to bring up the booking details on screen whilst LeadCall seamlessly connects to your customer. Since the customer has just been on the website they will understand and appreciate the call.
This means you've just made an outbound call within seconds of a customer visiting or abandoning a booking on your website without the usual outbound call hassle.