Issue link: https://nebusinessmedia.uberflip.com/i/1146967
B U S I N E S S P RO F I L E S 32 B U S I N E S S P R O F I L E S S P E C I A L A D V E R T I S I N G S E C T I O N W h e n P o r t l a n d - b a s e d c o m pa n y A u t o Europe was looking for a new technology to provide worldwide accessibility, better customer experience, and lower calling costs, the team found what it needed in a revolutionary new online calling solu- tion called TACTAL. i-Comm Connect's flagship product, TACTAL is an instant, toll-free call button that makes customer service more personal and efficient with just one click. TACTAL is easily added to your website, app, or e-marketing materials, and allows customers to call your business for free, from anywhere in the world, and on any device connected to the internet. Driving Successful Customer Communications For Auto Europe, the positive impact was immediate. e inter- national car rental services provider has over 20,000 locations in 180 countries, and three major call centers providing 24/7 assistance. Instant and reliable communications is a must for this white-glove service. "Staying in touch with our customers is essential, particularly when they are in need of immediate assistance," says Auto Europe CEO Imad Khalidi. "TACTAL keeps our travelers connected wherever they are in the world." After years of relying on costly toll-free (1-800) numbers and chat software to speak with customers, Auto Europe placed its first TACTAL call button on its U.S. site in January 2016. Mobile and desktop website users were now able to instantly connect to a live support representative by clicking the "CALL NOW" button on Auto Europe's website. After just one week, Auto Europe saw a major surge in customer satisfaction thanks to the human touch provided by TACTAL. Consumers far pre- ferred the ability to connect with agents on a human level. e i-Comm Connect Customer-to-Business Website Call Button new feature immediately reduced operational expenses for Auto Europe while simultaneously increasing customer satisfaction: Q1 and Q2, TACTAL call growth year-over-year on the U.S. site alone increased 244% from 2017-2019. Over the last three years, Auto Europe has received calls from over 160 countries through TACTAL, nearly doubling their previous reach. is includes areas where Auto Europe previously could not receive calls due to lack of toll-f ree numbers there. TACTAL reduced Auto Europe's telephony costs from over 30 cents to 1.75 cents per minute. TACTAL calls proved almost two times more efficient than toll-free calls, allowing repre- sentatives to handle more customer interactions. "TACTAL streamlines our online customer communications so we can focus on providing the best possible customer experi- ence," Khalidi concludes. Auto Europe continues to integrate TACTAL, with roll-out to all 85 sites scheduled by year's end. Additionally, Auto Europe launched a mobile app in 2019, specifically to allow app users to contact sales and support through TACTAL. e app allows customers to place a call without leaving the current experience, maximizing customer engagement with the app. TACTAL passes caller data from within the app, so agents have context about why the customer is calling. In Search of a Better Customer Experience In 2005, Maine native Jeff Strunk was inspired by emerging technology that allowed people to talk via computer from any- where in the world. He thought up an online calling solution that could initiate a Voice Over Internet Protocol (VoIP) call from a call button embedded on a business's website. Jeff called upon Maine colleague, Mark Anderson, to lead the technol- ogy and patent development of a solution that optimizes the customer-to-business contact experience through seamless and secure access to the right business representative without navigating a voice-prompt directory system. Upon approval of this patent in 2013, the company i-Comm Connect was formed, and TACTAL was born. Since then, TACTAL has been the leading patented global communications tool for websites and call centers, using cutting- edge WebRTC technology to deliver a better customer experience. TACTAL has partnered with multiple Fortune 500 companies to include the product as part of their own product suite and " Staying in touch with our customers is essential, particularly when they are in need of immediate assistance. TA C TA L keeps our travelers connected wherever they are in the world. " — Imad Khalidi, Auto Europe CEO Install TACTAL for Your Business You'll immediately see the benefits: • Superior customer experience • Significant financial savings • Expanded global reach • Encrypted, secure solution • Patented Visual Directory • Data tracking/analytics • Easy installation • Increased sales • Smart call routing • Call-to-action marketing • Reduced website abandonment • Increase call center efficiency • Call queue management Live help is just one click away! Agents can answer TACTAL calls with more context about the caller, which is displayed through their existing Contact Center solution to help provide more seamless and personalized customer service.