Online advice

Customers are increasingly going online to access product information, quotations and support. Offering online 'advice' - e.g., helping customers find the right telephone package, or determine how much insurance cover they need - can be economical and effective: but the online conversation needs to flow perfectly smoothly and, in the case of a regulated financial product, the process must be demonstrably compliant.

Designing and implementing effective online advice requires a strong marketing team working with an intuitive, easily changeable technology and, in a regulated environment such as financial services, a built in audit trail. This is what we deliver: either as a standalone online solution, or in conjunction with telesales support.

Typical solutions

We deliver online advice to clients within financial services and telecommunications:

• In retail financial services, Firefly is the perfect tool for delivering simplified best advice: we enable a process-led, fully compliant sale - and allow our clients to experiment with the online dialogue until it maximizes sales from their particular proposition
• Telcoms companies' customers often complain they are offered too many choices, with multiple product and service features, and numerous pricing packages.  We make this manageable, allowing the customers easily to work through the choices and determine e.g.: "Which price plan is right for me?  What features do I really need?  What if my situation changes?"

Using Firefly, client analysts (or our consulting team) create a dynamic customer experience - as easily and quickly as a content management system creates static content.  Firefly will:

• 'Script' and 'publish' online customer interactions, allowing for an personalized experience depending on the end customer's needs and interests
• Draw on, or push data to, client, quotation, product or other existing databases and applications
• Perform complex calculations, including quotations or advice related assessments
• Generate personalized outputs for the customer, documenting the experience or decisions made
• Initiate messages or workflow requests - e.g., call-back - and pass on client information to the relevant staff member; and
• Keep an audit trail of what's happened, either for individualized record keeping (customer X received Y advice and recommendations on this date) or for general analysis.

Benefits

Our solutions ensure advice to customers is consistently and correct - particularly valuable where the sale is complex or regulated.  Clients benefit from:

• Simple, accurate questions answered, and problems resolved - and happier customers
• Enabling online adviser to replace human call handlers - and reduce cost of delivering advice
• Creating an environment where customers will buy rather than just look
• Providing sales advice and support round the clock - 24x7x365
• Creating qualified leads for a human sales team to pursue.

Further benefits are achieved by:

• Providing information on customer experience and site usage - so potential problems, or barriers to conversion, can be better diagnosed and fixed
• Allowing client experts to create and deploy scripts in days - or add or refine questions in minutes
  
  

Seamless integration

Use our software to fire up existing CRM, content management and other applications supporting your website:

• Our technology integrates seamlessly with most leading CRM solutions, including salesforce.com, Microsoft Dynamics (CRM), Siebel and Remedy
• We also integrate seamlessly with MS Sharepoint, web content management solutions (CMS) and with knowledge bases
• We integrate easily with ERP solutions including Oracle and SAP; and
• Finally, we can link and manage data between the website and your transaction databases.

Our Firefly technology can ignite your existing online solution and deliver enhanced value.