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~ Sound of Data ~

orders, installation and support. Together with a few shopping baskets. The ultimate goal, of course, is more
external call centres, we serve the various target groups. online conversion and turnover. Tim explains: “After a
Technical topics are more difficult to explain in text successful call, customers end up on a landing page with
than in speech. We also notice that the older generation a special offer. That’s not possible with a regular phone
especially wants to call, they are used to that. The younger call, and that’s why this tool is so interesting for us.
generation is different. But even then, when something Customer service is often seen as a money-taker. The costs
phone. It simply solves their “TELEPHONY IS ONE OF but measuring the value
are very easy to measure
gets complicated, they
too eventually pick up the
is more difficult. I am
THE FEW CHANNELS turn customer service into
issue faster.” convinced that we can
Easy to implement a money-maker by using
THAT ENABLE
The implementation of a tool like Talk because
Talk is simple because we can measure how
it’s basically just adding a telephony contributes to
PERSONAL HUMAN
button to the website. From online conversion. I can’t
that button, the visitor think of a nicer mix of
is directed to a page that customer contact, sales and
INTERACTIONS.”
fully meets a brand’s look marketing.”
and feel. That’s where the
real conversation starts. The future is online
Tim was happy with the At Sound of Data, we
implementation: “For Sound of Data, it was less work want to give brands a voice and customers a listening ear.
than for us. This was mainly due to our internal process of Telephony is one of the few channels that enable personal
getting approval to implement Talk on the website. After human interactions. Innovations like Talk and video
all, we are active in cybersecurity, so everything we do integrations keep this old communication channel relevant
needs to comply with our own security requirements. Talk and valuable to sustain a loyal customer base. They
fully complied, so approval was granted.” turn the voice channel into an online channel, so it’s no
longer on a separate island but becomes a real part of the
Customer service from money-taker to money-maker omnichannel mix. The future is online, are you? ••
The first results show that users return to the website
after a conversation and continue their online journey.
A special offer on the landing page leads to more filled

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