On the move...

PushCall is on the move...In the busiest time of the year, we will relocate from Rijswijk to Delft, which is actually about 500 meters away from our current location.

But I need to say that the new office looks pretty attractive to me...You can take a look here, thanks to Google Maps' street view.

PushCall chat used in large campaign

This week the PushCall chat service was used in a campaign with a lot of traffic. On Monday, there were about 2.500 chat requests. At the peak, there was a request every 6 seconds!

I was a bit worried in advance, since our chat solution was not tested in practice on such a scale. Of course we did all sorts of stress tests ourselves, but you never now what you might face during an actual campaign.

The first day, the chat operators were not able to answer all chat requests, resulting in a queue that caused some delay in the active chat sessions. The second day, the number of chat operators was doubled and the chat performance was ok.

To support our customer, we managed to add some extra functionality to the chat solution, enabling online customers to check the FAQ's when the chat operators are overloaded or outside office hours.

Call-me-Later live!

We deployed our Call-me-Later solution last week and it is a great new feature.

Yesterday we started this new solution with one of our customers in a large national campaign. I am curious to see what it will bring.

The screenshots show the (Dutch) Call-me-Later service. Online customers can enter
their phone number and the date and time they want to be called.

Time and date can be selected with easy to use pull down menu's. Time and date are based on the the office hours that are entered in the PushCall web interface.

When an online customer changes time or date, the button will change accordingly. I really like the button, which states: "Call me on {date} at {time}". This really is a natural process everybody will understand.

After the online customer clicks the button, she will get an overview of the request: "We have received your request and we will call you on {date} at {time}".

At exactly the given time PushCall automatically connects to the phone number provided. The called person gets a message ("Please hold while we are connecting you to....") and is connected to an agent.

I know what you think: "this is so simple, everybody understand that". I agree, but why is nobody offering such a service yet? As I said in my previous post, we do not accept the offer where we will be called 'sometime during the day'. We do want to use a Call-me-Later function when we know exactly when we are connected (when we are in our daily traffic jam or during a break).

I will keep you posted on results of our Call-me-Later function.