Visitors to the Avcomm Solutions web site may have noticed a new bright orange bubble in the lower right hand corner of their screens, announcing our “Live Chat!” When you see that pronouncement, we are online and happy to help! We are thrilled to be able to connect with our customers in a new way, in real time, to answer their questions immediately.
Adding Live Chat was a natural progression in our customer care, and we are part of a larger trend. In an informal survey of a variety of ecommerce web sites, the option to chat live is prevalent. Statistics show that consumers across the Internet find chat a valuable resource when they are making on-line buying decisions.
According to this infographic by Tagove, research by Forrester shows that 44% of online consumers say that having questions answered by a live agent while in the middle of an online purchase is one of the most important features a website can offer. In the same infographic, citing an ATG Global Consumer study, 90% of customers consider live chat helpful! That’s a pretty powerful statistic, and one that Avcomm wants to capitalize upon.
Companies say that live chat increases employee efficiency if they are empowered to handle multiple conversations at the same time. According to this TNW post, some live agents can handle up to 6 conversations at a time (depending upon complexity of the issues, of course). And, research has shown that live chat can improve conversion rates, meaning more sales. Additionally, during chats, agents are able to chat with each other, and can gain support and advice from colleagues during particularly difficult customer conversations.
“I believe that businesses need to be aware of the ways their customers prefer to engage and then be willing to offer those various avenues of communication. For us, we started to noticed an increase of phone calls from website visitors who had simple questions or inquiries. As I put myself in those customers’ shoes, I knew my preference would be to click to chat for a quick answer, if that option was available to me, versus having to call in," says Sara Diaz, Director of Sales and Customer Support at Avcomm Solutions. "I am very excited that Avcomm now offers Chat as another means for my team to support our customers.”
After careful perusal of many of the chat options on the market, choosing LiveAgent as our Chat platform was a no-brainer. LiveAgent is the most reviewed and #1 rated help desk software for SMB in 2017. As a self-certified woman owned small business, we value both the features and the reasonable cost per month. The phenomenal customer service and support that we have received from LiveAgent was also a deciding factor.
We are extremely pleased to be able to chat with our customers in real time to provide them the best possible support and so far, in the short couple of months that we've been live, we've found our customers utilizing chat for needed product recommendations, product verification, order tracking and more!
These promotions are offered by several of our manufacturers, and include trade-in offers, cash back, and free product. Details and deadlines for each promotion vary, so scroll through this post for all of the current promotions.
VDO360 has created its flagship PTZ videocamera, the CompassX USB 2.0 PTZ. Now, with the purchase of a CompassX camera, receive a FREE Duet Speakerphone from Phoenix Audio.
What's new with the CompassX? A wider field of view; lower light capability; improved color accuracy and an updated autofocus system are all upgrades to the Compass camera. VDO360 believes this USB 2.0 camera outranks many of the USB 3.0 cameras on the market. Hurry! This offer for a free Phoenix Duet speakerphone is only good for a limited time, while supplies last.
Go Mobile. Mobile collaboration has never been easier! Buy 10 Voyager 5200 UC headsets, and get a FREE Voyager Focus UC (MSRP $299.95). The Voyager 5200 UC offers the most advanced, adaptive noise-cancelling with WindSmart technology to reduce disruptive noise — wherever you are. (Read more about this headset on our blog, here: Out of the Office, Not Out of Reach). The Voyager Focus UC, with its dual ear leatherette ear cushions is ultra comfortable, and has active and passive noise-cancelling for an immersive audio experience — perfect for those open office environments when you need to focus on the job at hand.
This offer expires June 30, 2017.
For those who work in the Public Sector, an incredible discount is now available on any Jabra product. This means substantial savings on items you use and need every day! Contact us to find out if you qualify for the Public Sector discount.
Wherever You Work, Jabra's got the right headset solution for your environment. You can Enhance Your Open Office when you purchase 35 of any combination of the Evolve 40, 65, or 80 UC headsets, you receive a FREE Noise Guide (MSRP: $665.00). This unique device monitors noise levels and makes people aware of the impact noise has on the work environment. Enhance Your Contact Center: when you purchase 20 BIZ 1500 headsets or 10 BIZ 2300 or 2400 II corded headsets, you receive a FREE PRO 9450 wireless headset (MSRP: $348.00). And, you can Enhance Your Calls on the Go when you purchase 10 Motion UC/Stealth UC or 5 Motion Office mobile headsets and receive 1 FREE Speak 510 speakerphone (MSRP $149.00). This program is available through June 30, 2017.
The Trade-In Offer from Jabra gives you a rebate for the purchase of new Jabra headsets, when you trade in your old headsets:
•$20 rebate toward purchase of Jabra Pro 900/9000, Motion Office, or Evolve 65 wireless headsets or
•$10 rebate toward purchase of Jabra corded headsets (excluding UC Voice, Biz 1500 and Evolve 20/30 headsets)
Claims can be submitted at the official Jabra Trade In page. This program also expires June 30, 2017.
Purchase a new Reveal Pro Office or V200 office wireless system and take advantage of the VXi Office Wireless Trade-In Program. For each headset purchased, and old VXi or competitive office wireless headset system sent in to VXi, you receive a $10 check. We will email the claim form once purchase is made. Claims must be made within 30 days of purchase, and an invoice must be included with the Trade-In request.
For corded headset purchases, there is a $5 Trade-In Allowance with purchase of new corded headsets or amplifiers. Trade in old VXi or competitor products, and receive $5 for each headset sent in. Download the Trade-In Claim form, complete the information, and include the form, along with proof of purchase, when submitting the old headsets. Claims must be made within 30 days of purchase.
Are you ready to talk about new headsets? Give us a call at 1-866-998-9991 or send us an email!
As we have navigated and observed the world of customer service recently (through various personal issues such as broken washing machines, trying to cancel auto ship orders, and tuning into news and social media reports), we are once again struck by the differences between us versus them: here at Avcomm, we care. And sadly, we are finding more often than not, that other companies just don’t.
What does the customer experience look like when a company truly cares?
Inquiries are answered timely and the customer isn’t expected to wait on hold.
When you call Avcomm, you will not be left hanging on hold for over an hour (yes, this happened to us recently!). Typically, your call is answered within the first several rings; if not, leave us a voice mail, and we will call you back right away! We promise.
When you use our “Chat” feature, rest assured you will be answered immediately. It’s disappointing and frustrating to have to wait … and wait … and wait … Can you imagine being expected to wait in a chat for 25 minutes or longer? Well, it happened this week to one of our team members. True story!
It is clearly evident that the employee knows their stuff.
Avcomm fully trains our staff to know the products and business processes inside and out. Not only do we know enough to provide the best product recommendations, but we also offer full tech support! We know our products, we know our customers, and what we don’t know, we find out (see #4).
The company doesn’t try to sell you something that you don’t need.
Avcomm doesn’t offer incentives or commission to our employees for their sales. This might surprise you, but it’s true! Knowing we’ve helped our customer make the right purchase and that their work life will be better because of it, is what’s most important to us. And, if we recommend an additional item with your purchase, it’s because we truly think you would benefit from it and should take it into consideration.
Concerns are addressed immediately and a resolution is made.
It’s important to Avcomm Solutions that our customers have the product they need and are extremely satisfied. We are on the case until the case is closed – think of us as the Nancy Drews of the headset world. Just like Nancy solves the case (for example, “The Bungalow Mystery,” where Nancy digs up the truth in a bungalow cellar) – we find what you need: whether it’s answers, product, tech help, and more.
The customer feels appreciated and happy.
We are committed to building positive relationships with our customers. Relationships that last a lifetime. We do not base our success upon the amount of the sale, but upon the fact that we have loyal customers who buy from us, year after year after year.
While we’ve seen some rough times in the world of customer service lately, we would never want your experience with us to be negative.
Doesn’t it feel good to know that someone still cares?
Jabra has added the Evolve 75 headset to its Evolve series, and it was worth waiting for! Incorporating Active Noise Cancelling in the ear cups (like the Evolve 80), with a lighter weight fit and feel (similar to the Evolve 65), we believe that this headset will be a valuable asset to many — in the office and on the go.
First, take a look at the premium hard-sided case that the Evolve 75 comes in. Imagine you're on a plane, and you've just touched down, so it's time to put your headset, phone, and book away. This case with molded inserts makes it easy to store the headset, and is protected by the hard outer shell. The easy-to-zip zipper is smooth to operate, and individual storage areas for the charging cord, and dongle, keep the case organized.
Next, the Active Noise-Cancelling is the real deal. In our testing, we could not hear ourselves talk when we were wearing the headset and the ANC was on. To quickly listen to the surrounding environment, simply press the Listen In button on the ear cup.
Choose the version with the charging stand, or the version without the charging stand. We think you will like the charging stand version for your desk, as it’s a handy place to not only charge the headset, but also to store it when you’re not wearing the Evolve 75. (On a side note, Jabra recently came out with charging stands for the Evolve 65 headsets.)