8/3/2019 K2C Interview

1/1www.comms-dealer.com66 COMMS DEALER OCTOBER 2011

Although

Klick2Contact

Eu was founded

as a company in

2011 the concept behind

the venture that became

Klick2Contact (K2C) was

something that Pollard

had been working on

through his established

telecoms company Bruin

Communications. I knew

that the fundamental product

had massive potential and

hit a number of known

requirements within the e-

commerce sector, he said.

K2Cs strategy centres on the

customer interaction dynamic

shifting back to the personal

touch. Its why we call K2C

the online shop assistant,

noted Pollard. People do

like shopping on websites forsure, but they also like the

fact that with K2C they can

interact on a more personal

level with the company

through chat, call back and

even video. This bonds the

call agent more closely with

the customer who is likely

to feel better and also buy

more and there and then

at exactly that time.

As well as Klick2Call Back,

Klick2Chat and Klick2Video,

K2C recently added

Klick2SMS which allows

users to access customers

via advertising, as well as a

variety of other off the page

mediums. These are services

which a growing number

of customers in a variety of

industries across the UK,

Western and Central and

Eastern Europe are finding

invaluable in increasing their

online sales and making the

most of their existing web

traffic, explained Pollard.

We wanted to offer our

customers the ability to

extend their web-based

service to the mobile

environment too. In addition

we have just introduced

our new Chat+ service

with enhanced features,

one of which enables the

chatting customer to becalled back on the number

of their choice from a

webphone embedded in

the chat console.

Enhanced flexibilityThe company also has a

new version of co-browsing

which allows a much more

flexible and user friendly

full screen share service

that customers and their

customers are finding

effective. Being smooth and

fast it takes away any effort

and then call back on a land

line, and this always struck

Pollard as crazy because

the last thing people want

to do when communicating

with an interested customer

is tell them to disconnect

and call back, which is why

K2C built its platform. Pollard

is targeting all companies

that have an e-commerce

presence, and he thinks

the third party channel is

potentially the largest route

to market both here in

the UK and within CCE.

Channel focusedWe are keen to work

with a number of channel

partners from a number of

sectors, including digital

marketing, e-commerce,

and of course the telecoms

sector, he explained.The telecoms sector is of

particular interest. Telecoms

dealers and resellers will have

relationships with individuals

within organisations who

we want to talk to.

The K2C offering is

positioned as a zero entry

cost of service, with no

charge for service delivery,

set-up and integration. And

in terms of service delivery

the company has built a

fully integrated product

Clicking into

e-commerceExtending a customers web-based servicecould also expand the revenue potential forcomms and IT resellers, according to GrahamPollard, CEO of Klick2Contact Eu, a specialist

in providing e-commerce solutions.

where users can jump from

one product to another

in the same session. This

means that when people

are in communication with

customers via chat, but

are unable to conclude the

sale because the topic is

complex, or the customer

wants to place an order, the

agent can invoke/progress

the chat session to a

voice call without having

to disconnect from the

customer, explained Pollard.

After a successful trial in one

country, Studio Moderna,

the fastest growing online

retailer in CEE reaching over

400 million people in 21

countries, has agreed to take

the K2C service to all of its

other 20 countries across

all four of its main brands.We are now live in Romania

and Hungary and are adding

Slovakia, Bosnia, Croatia and

Serbia, and the service will be

on its Top Shop, Kosmodisk,

Dormeo and Delimano e-

commerce sites, noted

Pollard. We are also pleased

to have customers in the UK

such as leading mens tailors

Brook Taverner and Golden

Tours, part of the Grayline

Group, who use us for

Klick2Call Back and our new

Klick2SMS service too. n

from the purchaser. The

dealer, by introducing K2C

to its client base, will further

strengthen their relationship

with their customers,

said Pollard. We will pay

a recurring commission

each month based on the

revenue generated by their

customers. We will also be

building some other incentive

schemes to motivate

dealers to grow with us.

He says that telecoms

dealers will relate to the K2C

service as it fits well with

a call centre environment.

Connecting the web to a call

centre is a key element of

the service, offering resellers

a value add product to talk

to customers about, either

as a door opener or add-on

service. The organisationswith whom we are talking

agree that while self-serve

visitors are great, by far the

greatest number of visitors

to their sites prefer human

interaction when searching

for specific products and

completing an order, noted

Pollard. K2C provides

this missing link between

our customers website

and their call centres.

Most chat products require

the customer to disconnect

Graham Pollard

COMPANY PROFILE