How it Works

The Apoyar A1 Web Customer Experience.

The organisations website is fast becoming the main focus for customer contact with the business. Customer Service on the web is increasingly the most important goal on any business wishing to retain customers, contain costs and increase customer satisfaction.

Apoyar A1 provides cloud based customer experience solutions enabling any company small medium of large to deliver extraordinary web based customer service across all the channels your customers demand.

Progressive companies aiming to lead their markets and optimise their service operations need to provide their agents, technicians, staff, and managers with the tools that will enable then to find customer issues across all channels and take corrective action in REAL time. When this occurs customer trust and loyalty rapidly develops with the business and its products and services.

How can I respond to Customer Initiated Dialogue?


Companies need to immediately respond to customers when the customer initiates the conversation across the web. All to often companies ask for feedback through email/Facebook/chat but then don’t act on the feedback nor is anyone aware of those unanswered questions from the call centre agent to the executives in the business.

Customers need to ask questions with sales and service staff in many places across your website, an easy and consistent suite of contact options is a site “must have”. This consistent approach will reduce customer abandonment rate of your of website. 

Given 80% of questions asked are common the interaction must be clean and uncluttered so as to deliver the correct answers and enable the contact channel the customer chooses, FAQ, chat, browser collaboration, call back etc.

1. Click the Icon, Capture the customer question

2. Simple icons to start the dialogue in the way chosen by the customer

3. A view of the FaQ asked and link to the answers

Delivering an Icon Driven Customer Experience (IDCE) must now become an integral part of your website. The navigation must become visual using these icons and ease for customers to change channel will deliver extraordinary service.

People ask questions and expect multichannel contact throughout the journey whether its asking questions prior to sale or well into customer service of a significant account. Apoyar A1 is central to this support process, you are able to assist, track and manage in the varying parts of the journey. Apoyar A1 makes sure the momentum is kept through the sale or support activity always giving suggestions to the next stage.

Apoyar A1 delivers both the simple self service based answers and also when the situation demands it with more complex questions grants the customer the ability to choose the communication channel of choice.