GoResponse launches real-time call statistics

GoResponse, the ecommerce call centre specialist, has launched a web-based reporting system to provide e-commerce clients with information on calls generated from the online store.

The revolutionary reporting system assists e-commerce clients by providing real-time and historical information on telephone based sales calls and customer service calls generated from the online store - from any internet connected computer.

The creation of the system, called LiveStream, was a result of close collaboration with GoResponse's ecommerce clients, where it was recognised that instant information and the ability to compare the sales results of the call handling channel against web-based sales was imperative to understand how different campaigns and promotions were affecting results.

"E-commerce businesses are the fastest growing sector we work with", commented Mark Kirby, Managing Director of GoResponse.

"Many e-retailers are waking up to the fact that restricting sales ordering to just the web channel is throttling the sales opportunities that their online store can provide".

Although there is a multitude of research that shows all the reasons for cart abandonment - with lack of multichannel contact being a major one - many e-retailers avoid considering the telephone as a complementary channel for sales activity because they are concerned about costs and loss of control.

Cost is generally a misnomer as average order values are comparatively 25 per cent higher via the telephone.

This is due to confidence in purchasing higher ticket items, but also the enhanced capabilities that telephone contact offers for up selling and cross selling.

With the launch of LiveStream, we can now provide a real-time 'cure' for the concerns over loss of control - with the ability to see monthly, weekly and daily call stats numerically and graphically, breakdowns of call types and real time average order value calculator.

Think of it as Google Analytics for the telephone sales order line.

Further developments are in process to be able to pull web activity from online shops directly into Livestream to provide clients with a central dashboard for both web sales and telephone channels - allowing instant comparison of sales traffic volumes and order values for both streams.

More information on the system is available on the GoResponse website for Livestream.

GoResponse is a leading provider of telephone answering and 24 hour outsourced call centre services to small and medium sized businesses and ecommerce and mail order retailers.

Services include virtual PAs, sales order lines, customer service lines, media response call handling, emergency escalation services and e-commerce sales support.

GoResponse operates from a 24 hour call centre based in Kent.

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