On this overdue edition of The Bella Buzz podcast, Desiree and Joe welcome the CEO of Workface Leif Larson. A simple integration of Workface into your web site can help you build more meaningful customer conversations in real time. Simply put, this is live chat on steroids! Their mission is “To improve the business success of our customers by providing superior software that makes internet commerce more human.”
After a chance encounter with some of the Workface team at an Atlanta conference, Desiree immediately added it as a feature on her web site at Bella Web Design, and has immediately seen increased contact points. Leif points out that we have come a long way from the legacy support queues, generic contact email addresses, instant messaging, and overall obstructions to customer support online. He is working towards a greater social and human experience, in particular, adding a video component to your customer support platform.
One of the most exciting initiatives they are working on is called the cloud cubicle, a term they use to help conceptualize a virtual realization of a person’s presence spread across the web. A terrific integration of this feature can be seen on the Workface Facebook Page where customers can really engage with whomever they choose in the company directly from Facebook. It’s going to where the customers are to provide support rather than trying to draw them into your own site.
Leif believes that his technology aligns with those companies that are interested in focusing on a high touch customer experience which he believes becomes the great differentiator in web commerce.
Integrated services such as Workface can also provide some interesting insights on data and site traffic and this platform contains strong management analytics. Leif sees anywhere between 3x to 7x the number of engagements per 1,000 visitors compared to legacy systems. Diving deep into the analytics from Workface can help you determine where these customers are coming from, what page they are hitting, navigational insights, and other metrics to help you make smart data driven decisions.
For more information about Workface visit their web site at http://workface.com, take a moment to seek out Leif’s profile and if he is on line tell him you heard him on The Bella Buzz!
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