Customer expectations have evolved. People now demand fast, personalised service, whether they’re typing, speaking, or engaging through video. Fragmented experiences and long waits no longer meet these expectations. Businesses have adapted by automating parts of the journey, but when customers need human support, the transition must be seamless and instant.
EnableX Click-to-call addresses this need by allowing customers to move from browsing, using an app, or chatting with a bot to a live conversation with an agent, all with just one click. And when combined with FaceAI, which reads emotion and attention during live video interactions, this transition is not only smooth but also intuitive. Agents can adjust their approach based on real-time emotional cues, ensuring a more personalised, human-like experience.
Click-to-Call: Empowering Real-Time Conversations with Voice and Video
Click-to-call gives customers the freedom to start a real-time conversation with a human agent, no matter where they are in the journey. Whether they’re browsing a website, using an app, or chatting with a chatbot, they can initiate a live voice or video call with a single click. There’s no need to switch apps or repeat information. The interaction continues with full context, making the experience faster, smoother, and more personal.
What makes this feature powerful is its simplicity. There’s no need to start over or repeat information when transitioning from one communication channel to another. Customers can continue their conversation in real time, with all context from the previous interaction intact.
For developers, Click-to-call can be easily integrated into websites or apps, enabling businesses to offer this seamless communication without complex setup. It’s a flexible solution that makes it easier for businesses to provide immediate, personalised communication exactly when customers need it.
Key Features of Click-to-call:
- Instant Access to a Live Agent: Customers can quickly connect with a live agent via text, voice or video, without waiting or repeating their issue.
- Seamless Integration: Easily added to any website or app, enabling businesses to offer this service without complicated setup.
- High-Quality Communication: Offers crisp, clear voice and video calls, providing an excellent experience for both customers and agents.
- Smart Agent Routing: Directs customers to the most suitable agent based on their needs, ensuring more efficient and personalised interaction.
- Effortless Channel Switching: Customers can smoothly move from text to voice or video without losing any context from their ongoing conversation.
- CRM Integration: Automatically pulls in relevant customer details, so agents have the information they need to offer fast, personalised support.
FaceAI: Adding Emotional Intelligence to Every Interaction
While Click-to-call simplifies the transition between channels, FaceAI elevates those interactions by adding real-time emotional intelligence. During live video calls, FaceAI tracks facial expressions, engagement levels, and attention span, providing insights that help agents adjust their responses based on how the customer feels at that very moment.
For businesses, this means a more refined, empathetic approach to customer support and sales. It’s not just about solving problems- it’s about understanding the customer on a deeper level, responding with emotional awareness, and guiding conversations in a way that drives better outcomes.
Key Features of FaceAI:
- Emotion Recognition: Identifies emotions such as happiness, frustration, or confusion during a conversation
- Demographic Analysis: Helps understand the likely age and gender of the customer for more tailored interactions
- Engagement Metrics: Measures how focused the customer is, based on gaze and head orientation
- GDPR Compliance: Ensures customer data privacy by processing it locally without storing personal information
How Click-to-call combined with FaceAI Improves Pre and Post-Sales Support
Combining Click-to-call with FaceAI creates a powerful tool for e-commerce businesses, particularly in high-stakes customer interactions. Whether it’s guiding customers through a purchase or troubleshooting post-sale issues, the combination of instant video calls and emotional insights makes these conversations more effective and personalised.
- Visual product demonstrations
Click-to-call lets customers connect immediately with a sales agent over video to see products in real time, explore different angles, and get questions answered on the spot. It’s more engaging than static images and helps customers make better-informed decisions. FaceAI enhances this by reading the customer’s emotions and focus levels, allowing the agent to respond in a more relevant and timely way.
- Personalised shopping assistance
Customers can instantly speak with an agent on video for tailored recommendations, sizing help or product advice. FaceAI picks up on emotional cues like hesitation or interest, helping the agent steer the conversation naturally and offer the right support to build trust and confidence. - Setup and installation assistance
Customers can jump on a video call to get real-time help with setting up products or installing software. Agents can see what the customer sees and guide them step-by-step, making the process much less frustrating. With FaceAI running in the background, agents get subtle cues, like when someone looks lost or disengaged, so they know when to slow down or clarify. - Troubleshooting and problem resolution
When something isn’t working, it’s easier to show the issue than explain it. A video call gives service teams a live view of the problem, helping them diagnose it more accurately and fix it faster. If a customer looks visibly upset or confused, FaceAI picks up on that and prompts agents to respond with more care or reassurance. - Return and exchange processing
Returns can be tedious. With Click-to-call with an agent, customers can show the product over video, get instant feedback, and sort things out in one go. FaceAI helps agents sense hesitation or dissatisfaction during the call, so they can step in with empathy or offer alternatives before frustration builds. - Product usage tutorials
Some products need a bit of explanation. Video support makes it easy for agents to demonstrate how something works in real time. FaceAI helps them gauge whether the customer is following along or zoning out, so they can tweak their pace and tone to keep things engaging.
Why E-commerce Businesses Thrive with Click-to-call
- Cutting Down on Cart Abandonment
When customers have questions during checkout, video calls give them the chance to ask immediately and get answers from a real person. This keeps them from abandoning their carts and helps finalise the sale right then and there.
- Increasing Conversion Rates
With Click-to-call, customers don’t just look at a product – they get to see it in action, with an expert guiding them. This personal interaction makes them more confident in their decision, leading to more sales and fewer hesitations.
- Lowering Product Returns
Customers often return items because what they get isn’t what they expected. By showing products up close and answering questions on video, you can help customers understand exactly what they’re buying, which reduces the chances of returns.
- Building Stronger Customer Loyalty
People like to feel like they’re being listened to. With video support, customers get that personal attention, which makes them feel more connected to your brand. This leads to stronger loyalty, meaning they’re more likely to return and shop again.
- Increasing Order Value
When you’ve got a customer on a video call, it’s the perfect opportunity to recommend complementary products or upgrades. A quick suggestion can boost their order value without being pushy, all while offering something that enhances their experience.
In Summary
Click-to-call and FaceAI go beyond just being another tech solution. They solve real issues that businesses face when engaging with customers, like clunky transitions between different communication channels and the lack of emotional connection in digital conversations. With Click-to-call, customers can smoothly move from chat to voice or video, while FaceAI adds an extra layer of emotional understanding by recognising customer sentiments. These tools aren’t about making things more complex, they’re about simplifying the process, making interactions faster, more efficient, and most importantly, more human. In a world where customers expect quick and personalised service, these solutions help businesses meet those expectations in a way that feels natural and engaging.
Want to elevate your customer interactions? Let’s get started. Reach out or start your free trial now.
