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Member Workshop: Use Skype to Close More Business - Dec 05
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Last Post Dec 5, 2007 11:01 AM by: deirdre@ebay.com
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deirdre@ebay.com
Posts: 3,846

Member Workshop: Use Skype to Close More Business - Dec 05

Nov 29, 2007 11:10 PM
Topic: Member Workshop: Use Skype to Close More Business

Host: skypeacd
Date: Wednesday 12/05
Time: 10:00 a.m. to 11:00 a.m. Pacific time
Location: Workshop Discussion Board

Description: Looking for new, efficient ways to move your business forward? Need to boost long-term loyalty and referrals? Join Pat Kelley from OnState to learn how OnState ACD for Skype is the cost-effective, scalable, call center that can differentiate your customer service.

Cheers,

Deirdre
eBay Community Development
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skypeacd
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Member Workshop: Use Skype to Close More Business - Dec 05

Dec 5, 2007 9:54 AM
Today we will be discussing how the combination of Skype and partner applications can be used to improve your customer service and customer contact capabilities.

Topics will include utilizing Skype as a cost-effective means for communicating with your customers and partners, whether via voice, chat or video. Skype also provides for a rich application platform and has an active eco-system of partners providing value-add applications fully integrated with Skype.

An example partner is OnState Communications which turns Skype into a comprehensive call center and customer service application. Details of this application will reviewed. A comprehencsive on-line demonstration of the system is available at: Link
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skypeacd
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Member Workshop: Use Skype to Close More Business - Dec 05

Dec 5, 2007 9:54 AM
What is the On-State Automatic Call Distribution (ACD) for Skype?

OnState is a Skype-certified PlugIn that turns Skype into an enterprise class customer contact management system. Whether you have 1 or 100 people answering the phones, and responding to chats, OnState's ACD for Skype is an ideal and cost-effective customer contact management solution.

A Call Center, or Automatic Call Distribution system, allows multiple employees to answer calls and chats in an orderly, effective manner by ensuring that calls are answered in the order they were received and are connected to the right employees.

The combination of OnState and Skype provides you with a comprehensive voice, chat and video system. Using no hardware or special software, you get precisely the features you need. You do not need to buy expensive PBXs or call center hardware and software, or chat systems.
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skypeacd
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Member Workshop: Use Skype to Close More Business - Dec 05

Dec 5, 2007 9:55 AM
MultiMedia

The ACD for Skype supports a multitude of media types including voice, video, chat, click-to-call, Web callback, conferencing, and SMS.

Your customers can contact you through any medium of choice:

1) From Traditional Phones: Utilizing their traditional phone, they can call a toll-free number or a local number and reach you via SkypeIn. With Skype you can even have local numbers in many different parts of the world.

2) From Your Website: Callers can click on a “Contact Me” button placed on your website. If they use Skype, then they will be directly connected to you. If they currently are not using Skype, then the OnState system will call them back on their traditional phone line.

3) From Your Email: The “Contact Me” button can be embedded in your email, allowing customers the same options as from your website.

4) Via Chat: Customers can communicate with you via Chat, either using a chat window on your website, or directly from their Skype.

5) Automatic Callback: The system can automatically callback customers that use Skype when both you and the customer are available.

Later in this discussion we will provide examples of each of these methods.
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skypeacd
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Member Workshop: Use Skype to Close More Business - Dec 05

Dec 5, 2007 9:57 AM
How Does It Work?

The OnState system operates as a Skype PlugIn. The Skype PlugIn architecture allows members of the Skype partner community to provide value-added applications to the Skype platform. Skype users simply select the applications of their choice from the Extras Manager and that application is automatically integrated with Skype. The Extras Manager is accessed from the Tools menu.

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skypeacd
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Member Workshop: Use Skype to Close More Business - Dec 05

Dec 5, 2007 10:01 AM
he OnState PlugIn operates by controlling the communication state of customers trying to contact you and by recognizing the state of the individuals in your company best able to satisfy their request.




A) Your customers are free to contact you through any Skype supported media. That contact request is sent to the OnState system for processing. The system processes this request based on the business rules you have established and the current availability of all your employees who have been designated to respond to customer requests.

B) The system takes into consideration the specific details of the customer's request and the skills of the employees in determining where to send, or how to treat the caller.

C) The system then informs Skype of the decision.

D) Finally, the call is established to the selected employee.
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skypeacd
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Member Workshop: Use Skype to Close More Business - Dec 05

Dec 5, 2007 10:04 AM
What Does My Customer See?

When a customer contacts you via your web page, or via a "Contact Me" button in your email, they are sent to the Call Lobby where they provided with information regarding your availability and other options that they may want to consider for answering their request.

You can also utilize the Call Lobby to provide marketing or other messages.

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minniealdinger
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Member Workshop: Use Skype to Close More Business - Dec 05

Dec 5, 2007 10:07 AM
This sounds like it is geared more towards a much larger company. I am a company of 1 and not here 24/7.
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skypeacd
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Member Workshop: Use Skype to Close More Business - Dec 05

Dec 5, 2007 10:14 AM
For smaller operations, you can use the same features, but when you are not there, calls can be sent to voicemail - which are then converted to email messages
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minniealdinger
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Member Workshop: Use Skype to Close More Business - Dec 05

Dec 5, 2007 10:17 AM
What are the costs for this service? Do I have to have my phones with skype or can this be directed to my land line?
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skypeacd
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Member Workshop: Use Skype to Close More Business - Dec 05

Dec 5, 2007 10:18 AM
Automatic Callback

If your customer does not want to wait in Queue, they can request an automatic callback, or Pending Communication. This feature retains the caller's position in Queue and automatically calls them back at such time that both the caller and an agent are available.



The Callback in Queue feature also works for customers requesting a call to their landline.

This is much better than Jajah and other callback services.
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skypeacd
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Member Workshop: Use Skype to Close More Business - Dec 05

Dec 5, 2007 10:20 AM
Chat

If you or your customers prefer chat, they can open a chat window from your website and communicate with your employees.

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skypeacd
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Member Workshop: Use Skype to Close More Business - Dec 05

Dec 5, 2007 10:23 AM
Regarding pricing, calls are sent to your Skype service. If you are not avaialable, they can be sent to landline destinations or voicemail. In addition, you can also use Skype phones which free you from your PC
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deirdre@ebay.com
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Member Workshop: Use Skype to Close More Business - Dec 05

Dec 5, 2007 10:39 AM
Hi everyone:

We still have 25 minutes or so left in the workshop. We'd love to hear your comments and questions on the workshop material (lurkers included)!

Deirdre
eBay Community Development
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minniealdinger
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Member Workshop: Use Skype to Close More Business - Dec 05

Dec 5, 2007 10:40 AM
So is the skype phone hooked up thru the computer? If so can I take my current phone number to skype and use it instead of a landline?
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