Category: Customer Service

Podcast: Customer Experience with Jason Junge Part 1

Eric: All right, welcome to the show. Welcome back, we had a little break for the holidays. And so we’re excited to be back for 2023. And today I’ve got a special guest with me today, sitting across from me is Jason Junge, who is the CEO of Web Toq. And you’ve got a really interesting background. So I’m excited to have you here. Because you’re a graduate of MIT. You even like your professional background, you were at one point director of financial strategy at Microsoft. And you actually have a patent for the consultative e meeting platform concept that you got in 2018. And you’re also author of a book, which I didn’t know until I saw your bio, why freedom week, you could actually find it on bookstores online. But thank you for being here. It’s super pleasure to have you here today.

Jason: Yeah, thanks, Eric. It’s a pleasure to be here. I’m excited

Eric: we talked about one part of your software, you know, we’re getting the people in, and now you want to have those deeper conversations with them. And you know, you’re talking about your software, how it helps facilitate that, that unique experience. that, you normally, think COVID That was one thing that really showed us how important those face to face interactions were, once they were taken away from us, like we need those back. And that’s not always possible, or it could be like you’re working with a company like me, and our staff are all the way on the other side of the world. So how does your software help help make that experience more meaningful than just just a transactional line?

Jason: Yeah, so in order to make the transaction more meaningful, and actually more experiential, so we went from the ground up trying to mimic a face to face conversation is basically what we did. And so, you know, there’s a, there’s a few aspects of that one, and a face to face conversation, it’s convenience, right? It’s like, you walk into the store, and there’s the agent, and you’re talking to them, you don’t have to make an appointment to talk to them in the future, right? You go into the store and say, All right, I’m gonna talk to you three hours now, come back. Yeah. You know, with the web conferences, that’s one of the big hindrances, it’s, what conferences are, are very useful and helpful. But at the end of the day, they’re not useful for for immediate sales, right? For convenience, they’re very inconvenient, we’ve had to make something that was extremely easy to use, right, where a grandpa could come in, and it’s, and they could use it. So you don’t have to download anything, you don’t have to go to any app, it’s, you know, you’re in and you’re in. And so our platform is designed that way, you know, if you’re initiating a session from a website, for example, and you starting a conversation through the chat or the Chatbot. Immediately, if you want to launch into the consultative e meeting, it opens up in that immediate window where the website is you don’t go to another tab, you don’t have to download anything, consultative meaning opens up from there, you can engage in in a video call, if you wanted to engage, you know, the phone, the web phone, or invite one engage in the video form, you could do that on the spot. And that, of course, brings body language into the picture and stuff like that, which makes the experience more memorable. Right? We may and, and better in branding terms, right? When you make something more memorable, you make it more brandable. So that’s, you know, that’s part of the expansion. And the other part is to be able to use tools on the fly and share them. Right. So that’s the other part of the web conferences that don’t useful is I can’t You can’t share marketing materials on the fly with you. First of all,

Eric: It’s clunky. Yeah, like, Oh, let me send you this email attachment. Did you get it? No. Okay, keep waiting. Yeah, something like that, right?

Jason: That’s exactly right. If I, if I want you to sign something, I have to email it to your fax it to you. And then if I want to show you something, I have to go into my computer to look it up, choose it, and then share it on my screen. So it’s very clunky. And it makes for a sale it makes for a non fluid sales process. So what we did is, our platform is all prefilled. So our clients, they pre fill all their marketing materials in the platform. So it’s a one click, you know, you know, everything’s categorized and filterable. So if you need a certain video on the go to Video section, and you can go to different categories, or filter and find it and boom, and you and you pop up the video and you’re sharing it. If you want to do a questionnaire, you know, like a qualifying question, or who are you? How big is your company? How many people you have stuff like that? Yeah. Then again, it’s in a certain area, you pop it up, and it pops up on the visitor’s screen, but they’re able to answer it. And you get those answers immediately and they pop into your CRM immediately. Right? So again, it’s I’m not pulling it up on my screen so you can see it. Yeah, I’m pulling it up on your screen so you can answer it. And that’s true of contracts. Like I can find a contract or an agreement, pop it up on your screen so you can sign it. And then I get a copy. You can copy on the spot, and I don’t have to fax it or email it. Yeah, it’s true. Whether it’s quotes, you know, I can put a custom quote together, share it with you, and we can whiteboard it, right? So you can draw on it, you can, you know, take terms off, and I can change the price and exactly, exactly like I would be doing on face to face. So, and then, you know, all of our tools are like that, you know, it gets whiteboarding file sharing website, sharing all those things. The whole point is to make it as convenient and as powerful as possible to make the sale productive, or the customer service, effective customer service experience. And at the same time, leave the visitor with a brandable experience. It’s like, you know, oh, my gosh, that was, that was easy. That was convenient. That was fast. Everything that I wanted, you know, and it was quick, right? I didn’t, we didn’t have to worry again, about going off channel to do other things. Take a call and throw a call go effects. We didn’t have to do any of those things. And so in for the agent, it’s so easy to train them on it because it’s you trained them once and done. You don’t have to then train them on how do I use this with Facebook? How do I use this WhatsApp what? It’s, it’s all seamless, right? Yeah, those sessions come in, whether it’s Facebook or WhatsApp, or your website, wherever it’s all seems to comes in one stack. And then I use the same platform, the same agent platform, whether it’s one or the other, to sell or to or to service.

Eric: Cool. Yeah, you’re speaking a lot of my language area, you know, I think there’s anyone listening, that’s a sales professional, I think you hit some of those challenges right on the head with your software, where you’re like, I’m on Zoom, I’ve got to get them a contract, I gotta get them to sign it. And I think if you’ve ever sold anything, you know, like in a b2b space, you dealt with those challenges. And yeah, it sounds like you’re like, Oh, here’s the problems you have, we’ll fix that with this software. It’s pretty cool to see. And now I’ve gotten to know you a little bit over the last couple of years. And I happen to know that one thing we both have in common, we both have a spouse that is a business owner. And I really believe that, you know, that, like my wife helps make my business better in multiple ways. You know, for one, like she has a marketing agency, she’s got dozens of clients were one of her clients. So yeah, she has a big impact on my business that way, but how has having a business owner spouse helped help you out and give you a competitive edge that you wouldn’t have had? If it wasn’t for her being in the business?

 Jason: Yeah, that’s, that’s a great question. And it’s invaluable. Having a spouse that’s also an entrepreneur, because, you know, she hits problems from a different angle. You know, both because you’re different person, but also because she’s female, I think, you know, she is very intuitive. And I tend to be more my head, and, and she helps me see things that otherwise, you know, I wouldn’t see again, because I, you know, too much in my head. And that is especially true when it comes to, you know, HR issues. So, one of the biggest aspects of any business as long as you have employees is going to be HR, it’s going to be hiring, motivating, managing firing employees, you know, always gonna be an enormous part. And it’s because it’s the most, probably one of the most difficult because it involves human emotions, right? It involves life. You know, I mean, people get sick, people get hurt, people have bad days, they have good days that you know, and it’s in, you’re gonna have to deal with that, as, as a manager, as an employee, as a entrepreneur, as a business owner, you’re going to have to deal with those things. And, you know, it’s not always obvious what, how we know what’s the right response? What’s the right way to deal with, it’s not always obvious, and you don’t get you don’t tend to get very well educated in that I can tell you from business school. I don’t do that. I don’t remember. I don’t remember, you know, learning. I remember about motivation, you know, dealing with incentive packages and compensation strategy, but, but the like, the life, you know, the day to day life aspects of it, you know, no one ever teaches you. And so, you got to learn that from the school of hard knocks. But you know, having, you know, my wife, being an entrepreneur, she’s gone through a lot of that. And she also again, it’s very instinctual. And so she tends to be a great guide and mentor when it comes to, you know, how do I think about this, how do I help this employee and at the same time, you know, deal with whatever they’re dealing with, and at same time also help the company? Yeah, it’s been invaluable.

Eric: Yeah, that’s awesome. Thanks for sharing. And that’s interesting to HR aspect of it because I, I’m fortunate enough that I have an HR amazing HR manager in our office, and they don’t envy the role that she has to play sometimes, you know, like last year with COVID happened like there are a lot of cuts we had to make

Jason: Right.

Eric:  And that fell on that person’s responsibility to talk to people. Yeah. And anytime there’s crazy stuff happening. Especially like company our size 200 plus people is like, I feel like we could make a reality show off the scenarios these employees come up with sometimes. But yeah, so that’s awesome. You get your wife to bounce that off of Yeah, I feel like I’ve been able to, you know, help identify some different needs in the marketplace, too, that I think my, my outsourcing business would be able to help solve, because she’s seeing challenges. Like she’s like, Hey, my clients are having these issues and that issues. That could be something that call center could handle, right? You ever come across anything like that?

Jason: Yes

Eric: Especially like company our size 200 plus people is like, I feel like we could make a reality show off the scenarios these employees come up with sometimes. But yeah, so that’s awesome. You get your wife to bounce that off of

Jason: Yeah

Eric: I feel like I’ve been able to, you know, help identify some different needs in the marketplace, too, that I think my, my outsourcing business would be able to help solve, because she’s seeing challenges. Like she’s like, Hey, my clients are having these issues and that issues. Hmmm that could be something that call center could handle, right? You ever come across anything like that?

Jason: Yeah. Oh, yeah. No, absolutely. You know, cuz she also, she’s in retail services. And so she always has great ideas for how we can help our clients because she, herself is a client. And so, yeah, she’s got a lot of just great ideas for us, because she sees those problems day after day. And, you know, when we try to always keep in touch contact with our clients as much as possible, but obviously having her there is of enormous benefit to us. Because we get that immediate feedback, right from from a very important client, whereas

Eric: it hurts sometimes, though, right? Really yeah. And she’s, she’s not sugarcoating that one.

Jason:  So it keeps us on ball. You know, keeps us on track for sure. Yeah, definitely. It’s been just a great boon for us.

Eric: Well, speaking of a competitive edge, you know, we’re talking about our spouses, you give it a competitive edge for a business, customer service, you know, we’re both in the customer service space. And you and I were just talking yesterday about how, how hard it is for businesses to get it right. And I feel like if you get it right, it’ll give you a huge competitive edge. In fact, businesses out there they’re, like, famous specifically for customer support or customer service. And, you know, I feel like an irrelevant, really recent example of one to show how difficult it is southwest airlines would be talking about in the case study the poster child of great customer service, but man, did they dropped the ball. This is last December 2022, during the storms. So just to show you how difficult it is to get it right. So talk to me about that. Why is it so tough for businesses to get this down?

Yeah, it is, it is very difficult for businesses to do customer service. Right. And the reason being is because it’s a multidisciplinary, multi department department function. And, you know, it’s incredible that you can see fortune 500 companies that have basically unlimited budgets, and they all get it right, wrong. I mean, you talked about Southwest, you know, airline industry, you know, the telecommunication industries, these industries are just famous for being hated for the customer service. And so, you know, why is it multidisciplinary? Why is it multi departmental? It’s because it cuts across the company entirely, right? Because to get customer service, right, you have to get the product team involved, they have to define what are the SLA is related to your product or service, what are the service level agreements, level of services that you’re going to provide in terms of returns, refunds, managing problems, and issues, all those things have to be defined upfront, then you’ve got to get HR involved, because you have to define what kind of customer service reps you’re looking for, what kind of skills and so HR has to be involved in that in hiring them and, and helping them train and and helping them you know, fire and manage and all those things. Operations has to be involved, because operations is the one that’s Manning you know, the call centers, or the stores or whatnot. And so they’re involved in the day to day, then you’ve got technology, which also has to be involved, because these service reps nowadays, you know, are equipped with just very complicated technologies. You know, it’s you’re talking about unified communications, you’re talking about omni channel, you’re talking about online tools, you’re talking about very sophisticated technologies that have to have very high levels of, you know, availability, right, and, and so, you know, the IT folks have to be involved from the ground up, because also what technology you use is going to influence how these, what kind of people you’re going to look for, and what how you’re going to train them, right. So they have to be involved from the beginning. And so all of these things then have to be involved from a strategic sense and from the marketing group. Why? Because these are especially if you’re a high touch business. They’re absolutely critical to branding. So you know, if you’re in real estate or if you’re, you know, in, in car dealerships or something that’s naturally a high touch industry, the customer service you provide is inherently part of your brand.

Eric: That is your brand.

Jason: It is your brand.

Eric: Yeah.

Jason: And so so the CEO, and the marketing team then has to be involved. So you’re talking about four or five different departments involved in this.  And do you think that the, that they ever do it? not very frequently, where, you know, you have a strategy session that comes together and defines your customer service, and how it’s going to work, and then, you know, from a top down approach, then make sure that everyone’s on the same ball? When it comes to customer service? No, you know, it’s not very often that, that management really, and executive management takes that kind of approach. Usually, it’s just like, alright, you know, it’s an operational thing, let them define them, figure it out and let them do it. And, and relying on outsourcing has been a way has been a crutch for them. Because here you have people that are singularly focused and experts on the technology on the people on hiring on the day to day stuff, right and working with SLAs. So they’re experts on this stuff. And so they think that that’s enough to think that outsourcing into a call center is enough. And so they never take a step back and look at it again and get it from a branding point, from a strategic point, they never look at it from that point, outsourcing has been both a boon and a problem for these companies. Because on the one hand, it’s, it’s great to have professionals and experts that do this right, right? so that they take it off your table. So you can focus on what’s important, you know, your products and engineering and whatever it might be. But on the other hand, they’ve used it as a crutch. And so they don’t, they don’t do the upfront work in terms of defining what your customer service is, and how it fits within your brand and how it’s going to help create your brand.

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4 Benefits of Outsourcing Customer Support through Remote Agents according to

Remote Control Your Customer Support

Outsourcing always made sense. Even before the pandemic, the reasons to outsource were many. As one Arizona State University paper put it:

  • “Reduce and control costs of operation.
  • Improve the company’s focus.
  • Liberate inner sources for new purposes.
  • Increase efficiency for time-consuming functions that the company may lack resources for.
  • Use external resources as much as possible.
  • Sharing risks with a partner firm.”

Remote Work isn’t anything new, but it is something that’s sustainable now. Remote Contact Center Agents work anywhere with their own equipment. This brings at least four benefits to mind as reported by

1. Less Operating Costs

With remote agents working from home there’s less office costs. That includes any facilities and rent paid for office space. What’s more is that remote agents have their own equipment. Meaning companies in general spend much less on equipment acquisition. This streamlines a lot of costs.

2. Larger Potential Talent Pool for Customer Support Agents

According to; Having a remote work aned not having limitation for location is a win-win for both sides. It is enchanting for employees the flexibility of remote work offers, and for hiring you can have a larger possibility of specialized talent around the world.

Get to know the other 2 of the 4 benefits for Remote Work at:

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Understanding the difference Between a Client Experience and a User Experience

Companies seek to give the necessary importance to the customer experience to have a positive customer response. 82% of brands believe they are delivering an optimal experience. However, 90% of consumers believe that brands fail to deliver a good customer experience.

This is where it comes into question what companies are doing wrong, how to remedy it? 71% of consumers who have effective experiences with brands on social networks, recommend them to family and friends. Likewise, when they have bad experiences, they will tell others about them.

To solve this lack of satisfaction it is important to identify it in depth, as can be done with satisfaction surveys and from there to perform a Design Thinking to design the solution to the problem. Some fundamental practices or methodologies for a well-planned customer service are: Costumer Journey, Sales Funnel and Buyer Persona.

Continuing with the experience, reading customer experience and user experience may seem to refer to the same thing, don’t you think? You are right, the user and customer perform similar activities.

The difference lies in the fact that the customer is someone who has a more general experience, it can be of the set of brand channels with which he interacted and depending on this experience is when loyalty is generated with it or not.

The user experience is more specific as it can be directly with a product or service of the brand. This is where the interaction comes in, whether it was easy or not to use and whether it generated a positive or negative experience. The user experience is a part of what encompasses what is the customer experience.

What does the customer experience consist of?

It can be simplified with this formula: CX = UX + Customer Service + Marketing

For a better understanding of Customer Experience (CX) and User Experience (UX) here are some elements of both:

Customer serviceUsability
Sales processInteraction design
Fair pricesVisual design
Brand reputationInformation architecture
Product deliveryContent strategy
User experienceClient research

As we can see, both are very important and although both have the same objective, which would be to generate a satisfactory experience, they are measured in different ways. It is common to pay more attention to the customer experience because for years that is what has been done. Nowadays, since the beginning of the pandemic, more emphasis has been placed on the experience and use of digital platforms that are as friendly, simple and comfortable for the user.

It is not about exceeding the user’s expectations and that the user does not even know what to do with so much, no matter how modern it may seem, what should be focused on is to minimize frictions, at what points along the way the user may get stuck or there may be a higher abandonment rate.

Example to differentiate user experience from customer experience

Let’s suppose you sign up for an online event, you are redirected to a landing page with all the information about the event, you register your data and receive your confirmation email. Up to this point you had a good user experience. The day of the event you arrive and they don’t let you in because apparently you were not among the registered people, nobody paid attention to you to solve your problem and you had to wait more than 45 minutes to access. This is where the customer experience failed on the part of the company and even though you had a good user experience not being able to enter the event will result in a bad satisfaction.

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Tips to Improve Online Customer Service

Customers like simplicity in the buying process. So that it’s easy for them to do it, but they also want a robust system of personalized attention to answer their questions. Generate a sense of belonging and security within it by entering your personal and bank details. In short, good customer service.

At the beginning of 2020, when we were all in quarantine due to Covid, the stores had to adapt and offer free shipping options. Just as pick up in store option emerged. Nowaday, “49% of eCommerce leaders in Mexico will continue to offer these contactless payment and delivery methods, as they have improved the face-to-face experience of users.” According to a study conducted by Signifyd and Adobe.

Sometimes customer service is seen as a requirement only when a problem must be solved, but it should be seen as a comprehensive service from the beginning of the first interaction to the end and post-sale service.

According to 37% of buyers, their orders have been affected by errors on a weekly basis. For this reason, the most important challenge of B2B eCommerce is investing in reliable web structures and platforms that offer guarantees with special emphasis on user experience.For this reason, the most important challenge of B2B eCommerce is investing in reliable web structures and platforms that offer guarantees with special emphasis on user experience.

That is where you should start, fixing these errors so that people have a better experience and that these errors do not prevent them from returning to buy.

Suggestions that can be implemented to reduce errors:

  • Having multichannel strategies with the generation of paid and organic contact points, generation of specialized content for each channel and well-designed conversion opportunities for each one.
  • Provide security perception, such as: return of the purchase, payment against delivery and checkout process, which does not require many personal data.
  • Creation of experiences similar to B2C for buyers.
  • Implementation marketplaces.
  • Prevail experience on mobile devices.
  • Reduce the number of external partners, providers can become the cause of significant information leaks, so it is important to review in detail the background of these partners.

Now being aware that it is worth investing in seeking to provide the best customer experience. For online, offer an omnichannel, secure experience that can make communication as clear and similar as possible to a face-to-face one; We can consider WebToq as a platform that is a support to boost your business.

Are You WebToq’ing Yet?

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Customers reward businesses with personalized service delivery

Twilio recently came out with a new report titled “State of Customer Engagement,” and the results speak to accelerating adoption of digital and web technologies by businesses to engage customers online. Customers are becoming more demanding of businesses as their expectations of online availability and ability increases, especially since they continue to increase the volume and breadth of their commercial interactions online. The businesses that respond to that demand by increasing the breadth and depth of their services online, as well as improving the digital experience overall, will differentiate themselves from their competition and be rewarded by loyal customers.

These are the main takeaways from Twilio’s report:

These are the five fundamentals of customer engagement, which emerged from our deep investigation of both consumer and B2C companies’ attitudes.

Make it digital

70% — that’s the average top line revenue increase among companies that invested in digital customer engagement over the past two years.

Make it personal

75% of companies think they’re providing good personalized experiences. But more than half of consumers disagree. There’s a lot of room for improvement.

Lose your cookies

81% of companies are completely or substantially reliant on third-party cookies — even though this critical data source will not be available after 2023.

Close the trust gap

95% of B2C companies believe consumers trust their ability to protect data, but only 65% of consumers actually do trust these companies.

Engage smarter

Gen Zs and Millennials are more than twice as likely as Baby Boomers to have experienced digital fatigue in the past 30 days. Creating better (not more) interactions can ensure business doesn’t suffer as a result.”

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Get out of the Customer Service Race-to-the-Bottom

Back in the late 80’s and 90’s discount marts and big box stores raced to the bottom of retail pricing. Still the retail world is still trying to get its bearings. Walmart, the movement’s juggernaut, innovated supply chains, distribution, inventory management, and operational execution to constantly reduce prices, and did it so well that it became a de facto strategy.  Retailers across the US, as well as suppliers and manufacturers working to meet the new demands of retailers, had adjust to this race-to-the-bottom, as consumers then came to expect ever decreasing prices.

The race-to-the-bottom only got worse in the 2000’s and 2010’s as Amazon and other online retailers used digital efficiencies and self-serve business models to increase selection while decreasing prices. Once again, discount pricing became a de facto strategy online, and consumers were habituated into expecting lower and lower prices.

Students of business, however, are taught that Discount Pricing is not a long-term business strategy, but rather a medium-term business tactic. You can win over customers in the medium-term by reducing costs and lowering prices, but eventually competitors will be able to copy what you do, and there is a limit to how many expenses you can wring from your operations.

Discount Pricing as a strategy or tactic

Discount Pricing as a strategy or tactic is a debatable point, but what is not debatable is that the end-result of solely competing on price leads to smaller margins and profitability. As companies cut ever more non-essential expenses from their operations to continue competing on price, eventually will run out of those expenses and will have to turn to essential expenses. What are those essential expenses? (i) Value-adding operations and (ii) margins. Cutting value-adding operations turns a business into a bland, vanilla commodity with only price as a source of differentiation and only volume-growth as a success strategy. And cutting margins, well that’s no business at all.

Because of Amazon’s online success, digital commerce to date has focused on web technologies that boost efficiencies. Such as eCarts, aggregated reviews, community support pages, chatbots, and other tools to make self-serve the driving force in eCommerce. ECommerce has thrived under this self-serve paradigm, growing exponentially in the last 20 years. But, like the Big Box trend before it, self-serve eCommerce has led to commoditization, low quality products and services, and increasing customer frustration.

How do you get out of the online race-to-the-bottom? 

How is a company that offers Premium Customer Service supposed to compete on the web? Do complex products with fine and detailed sales benefits processed online? How do you extend your luxury brand to the cloud, maintaining that sense of luxury as a point of differentiation?

In other words, how do you get out of the online race-to-the-bottom? The answer, of course, is a platform that reimagines the warmth and dynamism of a face-to-face experience and applies it to the cloud. A platform with instant video communications, showing faces and imparting emotions; a platform with video-and-presentation sharing for maximum impact. A platform with on-the-spot quotes and contract eSigning for instant gratification; and more.

The answer is a platform that allows well-trained representatives to show off their smiles, their knowledge, and their competence to their customers to create a unique, differentiated, and ultimately brandable experience. The answer to the tactic that races prices to the bottom is a strategy that elevates the customer experience to the top. A strategy brought to you by WebToq!

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Give your visitors the personalized attention they deserve

Everything in this life can be measured in terms of opportunities. And it is that, if you do not take them, they will pass you by as if they were flashes of shooting stars. The same thing happens when you have a business. There is always the possibility of selling your product, at the price you want, to the right person.

The problem is that it is very rare that the stars align so that someone is interested in the service you offer, at just the right moment. Any distraction and your client is already in another universe, looking for another brand or some other way to acquire the same product. It is for this simple reason that today, with so much competition, you need to look for other tools that offer personalized attention, and thus be able to make the most of your business.

How to Offer Personalized Attention?

Many choose to hire an external company or a call center to be able to finish capturing customers and make a sale. But you will know from experience that this tool can be a bit of a hassle, as well as being very expensive.

We have all received a thousand and one calls, and we no longer know what excuses to invent to get rid of the telephone agents. For this reason many people prefer not to call anymore. It is as if they have control of our life and there is not much we can do about it. So having this one option is no longer enough.

Another way to offer personalized attention is through chatbots. You must also know them. They are those little robots that answer on some internet pages, but then they don’t understand us very well and give us programmed and unhelpful answers.

Due to the lack of tools that offer good customer support, a software called WebToq emerged. This tool solves the limitations of chat and call center and adds new features that make customer service super personalized! Read on to find out how it works.

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WebToq: Convert Visitors Into Buyers

Imagine that your customers can come to your website looking for information and an online agent advises them on the information they are looking for and finds personalized solutions right then and there, without leaving the website. No need to call or do lengthy research! What’s more, imagine that the agent can exchange videos, images, and files with this online client to get exactly where he wanted.

This is WebToq. This company recently emerged to help those companies that are struggling with the limitations of their call center or that simply offer more complicated products or services than what can be sold with an online shopping cart.

It is an advanced tool that combines various software in order to offer more than just customer service. It is an experience never seen before!

Now you can turn your website into a sales and service channel where you can advise your customers as if they were in front of you. They just enter the page, start looking for information and that’s it! There are online agents to support, advise, and sell.

Chatbots and Chats vs. WebToq

The advantages offered by WebToq are much more advanced than those of a common chat.

The problem

In the first place, users will be speaking with an agent, that is, a person from your same company and not with programmed software, so the language becomes a little more human and warm. If the client requests something specific, your agent will know what to answer.

On the other hand, a traditional chat becomes a one-dimensional communication, that is, only text. Which makes the customer get bored, lose patience and, therefore, abandon the purchase process.

The solution

With WebToq, the conversation is much more versatile and dynamic, because beyond sending videos or directing the user to a specific search, it is possible to carry out a personalized and live session from the same website. Without asking the customer to download another app or open another browser tab. Nowadays, a human interaction that clarifies doubts could be the key to success in each sale.

In addition to chatting online with the agent to ask for help, WebToq also sends specific questionnaires, images, videos and audios, to find out which product best suits the user’s needs.

The user can also submit their own images to refer to what they are looking for. For example, you want to buy cable, but you don’t know which package or special is right for you. Maybe you want a car with functions to prevent accidents and you don’t know which model is the right one. Maybe you enter a realtor’s page and you prefer to be shown images and photos of houses instead of you looking for them. For these situations there is WebToq. The system allows the agent to send questionnaires in order to find the ideal product according to the needs and tastes of each visitor.

What makes it unique is that the user does not need to download any application or have a registration to access the tool. For example, GoToMeeting allows you to link online, but you need to register the conference beforehand and go to a new web page or app. .

The essential difference is that WebToq will already be installed within your page. This is because it is an integrated service called SAAS (Software As A Service for its figures in English). In this way, users will be able to communicate with you directly, send you messages, images, questionnaires and videos, at a very affordable price!

This way you will convert your visitors into buyers. They will not have to leave your page, nor search for a product for hours, much less depend on a call.

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Don’t Just Sell, Help

Consider that the more you know your users, the more you can help them become profitable and loyal customers.

Another mistake that is often made in customer service, especially in the digital part, is that the user is treated as just another number, or worse, like everyone else. This is one way of letting go of that precious opportunity to earn a customer’s loyalty. You must not allow it!

Offers a Unique Experience

Each customer is unique, and the best way to make a sale is to offer a personalized experience. Depending on the line of business, you must adapt the tools so that you impress all your customers.

To do this, WebToq developed software that allows you to modify the interface so that you can manage it in the way that best suits you. With this tool, you can place videos and links in such a way that your client does not waste time looking for a service.

For example, if you are a company that sells television services, you can send surveys to users so that you can recommend the right package. If you are a realtor you can send them videos or images of the houses as well as your own video tutorials explaining the process of buying or selling a house. You can let your imagination run wild and use WebToq to make it easy for your user to buy on the spot.

How does it work?

WebToq uses pre-made pages that you can choose from to suit your customers. These pages form a kind of “storyboard” or guide that is in the cloud.

This storyboard will be like the Bible for your sales, since it will establish the steps to follow in the customer service procedure. Thus, any member of your company or agent will be able to secure a purchase from your website, without having to direct the customer to a specific department. Amazing, don’t you think?

Note that this feature is only visible to employee

Try a Free Trial

WebToq has free trials and plans for all types of businesses. In addition to offering training so that your staff knows all the functions and makes the most of them. The quote is free and right now they are offering discounts so you can discover the wonders of this tool.

Innovate your business and increase your sales. Do not miss the opportunity. The moment is today.

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Costs vary depending on the number of customers you serve at the time. For example, there are companies that need 3 or 4 agents at the same time to answer different calls and thus not lose any customers. For this, there are different WebToq packages that are quite accessible and that adapt to the needs of your company.

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