YNOT – Novelty wholesaler Sex Toy Club has launched a new “intelligent”customer-support system incorporating a knowledgebase, live chat and call-me-back service. The company calls the system “first-in-class for the wholesale and drop-ship sex toy industry.”
STC’s Knowledge Base aims to answer customers’ questions using a smart system that instantly replies to natural-language questions asked in several languages.
“With the ability to instantly answer 80 to 93 percent of customer queries online, the new tool provides a great customer experience,” said Autumn O’Bryan, vice president of business development for the Los Angeles-based company. “The system also offers access to the application on every page as a floating widget. The floating widget follows customers as they browse through the website, allowing them to ask their questions instantly on any page.”
The application also creates a list of most the popular questions and auto-updates an easily accessible FAQ.
“With our substantial growth over the past few years, our staff was overwhelmed with the sheer volume of incoming emails, tickets and calls twenty-four seven that they were always playing catch-up,” O’Bryan said. “With this customer support upgrade, our customers are getting the answers they need when they need them, and our staff has time on their hands to cultivate our accounts and increase sales. I wish we had done this years ago, because we’ve already seen business increase.”
The live chat option allows STC customers to chat with customer support representatives across multiple channels including websites, social media and mobile devices. Each customer’s interaction with live chat staff enables a real-time understanding of customer needs and business objectives, enhancing relationships and producing truly connected customers, O’Bryan said.
“STC Chat deploys business rules to deliver the right chat invitation to the right customer at the right time, providing immediate support while customers are still on the site,” she explained. “Click-to-chat buttons are always on display, so customers and prospects can request to chat whenever they need help. The operators have the ability to push web pages and offers that open on the chatter’s desktop, and they can provide hands-on assistance with text-highlighting and co-browsing capabilities.”
The call-me-back service, called STC Voice, delivers a seamless connection between the website and voice channel to engage customers at their most critical moments online, O’Bryan said. STC Voice offers customers the opportunity to talk with the staff most able to meet their needs click-to-call buttons or proactive voice invitations. After a visitor enters his phone number and clicks on a voice button or invitation, he is automatically routed to the most appropriate department within the company for immediate, relevant assistance. Instead of dialing into a frustrating toll-free number, visitors connected via STC Voice remain engaged on the website and can receive pushed pages and content during the phone conversation. All history, transcripts, account data and other relevant information is available to the operator while speaking with the customer.
“And because STC Voice is fully integrated with STC Chat and STC Email and Knowledge Base, escalation between channels is seamless,” O’Bryan said.
For more information or to place a wholesale or drop-shipping order, visit SexToyClub.com, [email=wholesale@ordersupport.com]email the company[/email] or call 866-895-0697.
