Click to Connect: Enhancing Customer Engagement through Real-time Communication and Interaction from your company website.

Click to Connect, a powerful feature that transforms any website into an active communication medium via a quick and simple widget integration. In this article, we will explore the capabilities and benefits of Click to Connect, and how it can address various customer use cases, ensuring a better customer engagement.

Click to Connect empowers website visitors, whether they are existing customers or new visitors seeking information, to connect with company agents or employees, receive prompt and personalized assistance, and benefit from real-time communication channels, all while maintaining their privacy.

1. The Power of Click to Connect: The Click to Connect solution revolutionizes the concept of customer interaction on websites. By integrating a simple widget (URL) into any website, users and visitors can initiate requests through digital forms and seamlessly connect with specific agents. Rainbow's chat, voice, and video services facilitate real-time communication, ensuring a personalized and efficient customer experience.
2. Simple Configuration and Routing: Click to Connect offers a user-friendly administration interface, enabling easy configuration of routing rules. With just a few clicks, businesses can define how customer requests are directed to the most suitable agents or bots. This flexibility allows for efficient handling of customer support, inquiries, lead generation, and more, ensuring each interaction is handled by the right expertise.
3. Transforming Websites into Active Communication channels: Click to Connect empowers companies to transform their websites visitor and customer interactions. By incorporating chat, video, and voice capabilities, businesses can provide real-time assistance, guidance, and support to their website visitors. This shift in communication paradigm significantly enhances customer engagement, leading to increased satisfaction and conversions.
4. Extending Expertise and Collaboration: Click to Connect goes beyond internal communication by allowing businesses to extend their expertise outside the company. With Rainbow's technology, external contributors can be seamlessly integrated, expanding the pool of chat contributors and enabling collaboration with partners, consultants, or product advisors. This feature ensures a diverse and knowledgeable support network for customers, regardless of their location.

Benefits:

• Click to Connect adds a dynamic communication channel to your website, transforming it into an interactive platform.
• Integration of a New Communication Channel: Seamlessly integrate chat, voice, and video services into your existing website infrastructure.
• Voice over Web Communication at Zero Cost: Leverage WebRTC technology to enable voice and video communication without additional costs or app installations.
• Easiness of Chat and Robots: Enjoy the simplicity and user-friendliness of Rainbow's chat interface and leverage the power of chatbots to enhance customer interactions.

Click to Connect is a game-changer for businesses seeking to elevate their customer engagement and streamline communication processes. By integrating Rainbow's powerful chat, voice, and video services into their websites, businesses can create a seamless and personalized experience for their customers. The simplicity of configuration, the ability to extend expertise, and the integration of chatbots make Click to Connect a comprehensive solution for enhancing customer interactions. Embrace the power of Click to Connect and transform your website into a dynamic communication media that drives customer satisfaction and business growth.

Click to Connect journey

1. The Click to Connect (C2C) Administrator: As the C2C Administrator, your role is vital in configuring the skill routing settings and ensuring relevant company agents or employees are available to handle website visitor inquiries. Through the administration interface, you can easily configure routing rules, assign specific skills to agents, and define the parameters for matching visitors with the most suitable agents based on their expertise.

Additionally, as the Administrator, you will perform or collaborate with the website developer to seamlessly integrate the Click to Connect widget into the company's website. This integration enables a smooth and effortless customer experience, making it easy for visitors to connect with the right agents or employees for their specific needs.

1. Agents/Employees Receiving Visitor Inquiries: Once the Click to Connect widget is integrated into the website, visitors can submit their inquiries or requests through a form. The form captures essential information such as the visitor's first name, which allows agents or employees to engage in a more personalized and friendly manner.

When a visitor submits the form, the Click to Connect bot springs into action. It checks the availability of agents or employees based on the visitor's inquiry details and assigns the conversation to the most suitable individual. A Rainbow bubble is created, providing a virtual space where the agent/employee and the visitor can communicate.

From the website, the visitor will see a chat window, initiating the conversation with the assigned agent. The visitor's first name is displayed to the agent, establishing a personalized and welcoming interaction. The agent can address the visitor's query or request, providing assistance, information, or support. If necessary, the chat exchange can be seamlessly escalated to a WebRTC audio or video call, fostering a more interactive and real-time communication experience.

Throughout the conversation, the agent or employee remains anonymous to the visitor, ensuring privacy and confidentiality. The agent's identity is not revealed unless explicitly shared during the conversation.

After the interaction is complete, the bubble and all associated exchange data are deleted after a predefined period. This maintains the visitor's privacy and ensures that no data is retained beyond the necessary timeframe.

1. Website Visitors: As a website visitor, you can leverage the power of Click to Connect to conveniently connect with company agents or employees. By filling out the form on the website and providing relevant details, including your first name, you can initiate a conversation and seek assistance, information, or support.

The chat window provided by Click to Connect serves as a platform for you to engage in a dialogue with the assigned agent. The agent will greet you using your first name, creating a friendly and personalized experience. You can discuss your inquiry, ask questions, or request clarification. If required, you can seamlessly transition to an audio or video call, further enhancing the communication experience.

How to subscribe to Click to Connect:

The access to the Click to Connect offer is performed on demand and will later be fully automated.

As a Business Partner, you need to follow the steps described hereafter:

1. Create a ticket for Click to Connect subscription request under the following categories:
   • Rainbow
   • Verticals
   • Other

1. Add the following mandatory details to the ticket:
   • Dedicated Email for the company Click to Connect administrator (do not use an existing Rainbow account)
   • FQDN name to get a personalized widget URL such xxx.openrainbow.com where xxx can be the name the company wants to be (example: acme.openrainbow.com)
   • Contact email if different from the C2C administrator.

Once the ticket is created:

• Rainbow Customer Care team will open the Click To Connect offer to the Business Partner Account (making it available from Rainbow Administration)
• Customer Care team will create the Click to Connect Administration account
• The Click to Connect instance initiation will start and be performed within 24 hour.
• The Company Administrator will get all the details to access the Click to Connect administration portal.

Pricing

The Click to Connect subscription is 20€/month/Website integration (WPL).