Contact Center Solutions Featured Article

Click With Me Now Adjusts Its Focus to Target Call Centers

August 14, 2014

Businesses that have a call center commonly come to depend on this particular portion of the business as a means to make contact with the community and keep interested customers coming back for more. It's customer service, conflict resolution, and even a bit of market research in one. But there are commonly problems in the call center—as there are in most any business—and recent startup Click With Me Now is turning its focus from its original focus of the normal user to its new focus of improving call center performance.


Click With Me Now is a company that's designed to help the less technologically adept. With Click With Me Now, commonly described as a co-browsing tool, users can get a little help when it comes to figuring out product websites, government sites, or things like that by allowing a third party access to what the user is seeing at the time, allowing the third party to act as though said party is in the room with the user, showing said user just where to click to get to where said user needs to be. While this is still a service the company can offer—according to its new CEO Bud Albers—the company is taking on a new focus in particular in the call center.

With Click With Me Now in the call center, the call center agents become that aforementioned third party, showing users precisely where to click as though said user was right in the room. For users with questions about online billing details or where to find things on a website, a service like Click With Me Now can allow that user to find out exactly what needs to be known. Plus, such an effort doesn't require the customer to install plugins or potentially expose data that's on the device, a welcome development for concerned users.

Albers offered up a further note of commentary on the matter, saying “Studies indicate that about 83 percent of learning is visual. When you’re dealing with a customer and trying to understand the issue they’re having and what they are trying to do, we realized we can dramatically cut that “time to empathy.’”

There's a lot more power in show than in tell, and when the customer starts doing things alone, without hand-holding or repeated instruction, the customer begins to better understand the things to do to get the results desired. A certain phenomenon called “muscle memory” contributes to this, allowing users to perform the necessary actions several times, and establishing that muscle memory that tells the body where to move to, what to click on, how many times to click and so on. With Click With Me Now, meanwhile, the user gets to not only see exactly how to accomplish the desired task, but gets to actually complete the desired task. That brings with it a feeling of accomplishment that's valuable in terms of reinforcing behaviors, and the kind of thing that makes the user an interested part of the learning process as opposed to a mere spectator or a tool doing what it's told via remote.

Only time will tell just how well Click With Me Now's service can do in the call center, but this could be the kind of thing that catches on, and quickly. While not every call center will be able to derive benefit from this strategy, those that can will likely be interested in learning more about this system and putting it into practice quickly.




Edited by Alisen Downey



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