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~ Sound of Data ~

Mix telephony with digital channels same way as regular calls. Contact centre agents won’t
There must be another way, we felt at Sound of Data. know the difference.
What if you could turn telephony into an online channel,
take it off its island and make it part of the online Maximise your conversion rate
journey? With that in mind, we developed Talk. This is Kaspersky is one of the companies that is actively using
a click-to-call solution that makes it possible to directly Talk on their website. Tim de Groot was immediately
call customer service with the click of a button on a brand interested when he heard about it through his colleague
or organisation’s website, app, or newsletter. The visitor at customer service. As Head of E-Commerce Benelux
doesn’t have to look for & Nordics, Tim wants
a telephone number and “WHAT IF YOU COULD to keep customers in the
can call directly from online customer journey
the browser without as long as possible and
telephone network. It can TURN TELEPHONY INTO maximise the conversion
using a phone number or
rate. “In the e-commerce
connected to the internet. AN ONLINE CHANNEL at customer service from a
be done on any device department, we also look
with a microphone that’s
commercial point of view.
AND MAKE IT PART OF Customer satisfaction is
Embed telephony in the super important. If our
online journey customers feel protected by
Talk embeds the our products, they remain
conversation in the online THE ONLINE JOURNEY?” customers and don’t quickly
journey. This is especially switch to competitors.”
interesting for e-commerce
because it allows marketers
to follow the visitor and increase engagement and Telephony remains a popular channel
conversion. For example, you can show a visitor a special Kaspersky is one of the fastest-growing companies
offer while in the queue. Or you can send them to a in cybersecurity and active in 200 countries. Given
specific landing page or show a short survey when the the nature of the business and the large number of
call ends. This is not possible with a regular telephone customers, customer contact plays a major role in the
call. Talk is based on WebRTC. It is a VoIP call and is organisation. Tim: “Consumers and companies can come
forwarded to the call centre via our voice platform in the to us for technical advice as well as questions about

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