One of the fast growing tactics in Web customer service is the use of live customer interaction straight from a business or brand's website. Workface, a company who helped to usher in online customer interaction technology, announced yesterday that their enterprise-ready Customer Engagement Platform is now available to the general public.
Since customer service may be the most important aspect of running a small or medium sized business, and since it is much harder to be effective when operating on the Internet, it is important for business owners to keep abreast of all of the new changes and technologies coming forth to help them work with customers from all over. Positive customer services experiences are a great way to keep customers long-term and build a solid reputation, but, more importantly, negative experiences will almost immediately drive consumers away from your brand.
Workface's platforms use a unique portable profile-based live chat, voice, email, interactive video and content-sharing to mobilize field sales and service teams throughout the World Wide Web as a way to engage with customers and online prospects. It is largely designed for marketing, sales and customer service executives with field sales and service organizations/agents that use personal interaction to sell and support products or services, but it can be useful software for anyone looking to bolster their online customer (and prospect) interaction, as typically these consumers are discouraged by standard, impersonal online communication experiences.
The goal of Workface is to move beyond typical online chat solutions that can be found on the websites of many major companies and to put a "face" (hence the name) on the brand and empower consumers to find the right customer service representative on their terms. Workface claims to most closely replicate "on the Web teh experience customers have when they walk into a business," by allowing consumers to see a real face and read real job titles. This allows them to choose who they interact with, learn more about them and even start talking with them, making the business relationship more personal than ever before on the Internet.
Among the key capabilities of the Workforce platform are:
- Identity control
- Relationship management
- Live engagement
Workface also provides companies with a sales force identity management toolbox, content management solutions, a portable Web container, an open network framework, individual and corporate level control, live text, video & audio chat, and it all comes wrapped in simple desktop software.
Some of Workface's more well-known customers include Chevrolet, Northstar Disability and HealthSource Solutions.