WebRTC World Feature Article

February 20, 2014

OnSIP's InstaCall Goes Beta, Boasts Video Calling for Sales, Support Teams

With the economy still best described as soft, sales reps have to work particularly hard to make what sales can be made in such an environment. Support teams are also being tested, as a lack of quality support may push current customers to become former customers, and that's not a situation anyone wants to see happen. With the value proposition tougher to find than ever, improving service quality is a great step to take. OnSIP may have just what its customers need to keep those customers happy in the new OnSIP InstaCall service, which has recently gone to beta and brought in a new feature: Video calling.

Perhaps the best feature is that the OnSIP InstaCall system can offer this new solution without the need for dialing or downloading, allowing customers to easily access the service directly from a company website. Plus, with the video calling feature, it allows for the approximation of face-to-face contact, the kind of thing that can often prove comforting or welcoming for users, and provide a slight increase in the potential for building trust and therefore building sales.

But this isn't just about video calling, as OnSIP has added some further new features as well. The InstaCall button also comes with the ability to bring in personalized data fields, like if the caller is using an account ID, or working from a specific Web page boasting an SKU. This allows for the agents in question to get extra information going into the call, and thereby allows the agents to better tailor conversation toward that caller's specific needs. Those with OnSIP hosted PBX accounts will be able to get in on the InstaCall beta free, at last report, with OnSIP customers said to be the only ones in on the private beta.

OnSIP makes a sound case for its offering, noting that better than 80 percent of Fortune 500 companies, as well as 63 percent of medium-sized businesses and 53 percent of small businesses, turn to “alternative communication channels” like Twitter or Facebook in response to customers. This makes sense; customers already on Facebook or Twitter expect to engage with organizations on the same channels, whether for a special offer, store hours or any other updates. It's efficient, really, and offering customers a note of the familiar puts customers more at ease. Yet this is somewhat distressing in light of a recent study from Hibu, which notes that around 45 percent of small businesses in both the United States and the United Kingdom don't have a website at all, meaning that those small businesses may well be missing out on a means to talk to customers who actually want to talk to businesses. That means a potential for missed sales, or at least missed opportunity to build relationships that could yield sales later.

It's tough to say just what can help a business succeed, particularly these days. Being open to trying new things can help find the next big thing that will help drive a business forward. OnSIP's InstaCall system may not work for everyone, but if it makes even one more sale, it's helped.

Edited by Rachel Ramsey


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