Businesses are forfeiting over $75 billion annually in lost sales opportunities due to poor customer communications. The actual costs are higher if you account for customer churn, product returns, and negative product reviews, which lead to increased customer acquisition costs and lost revenue. What’s often needed to satisfy and retain a customer is just a quick, live conversation.

There has been a trend to automate customer communications to reduce costs. Callback forms and AI bots work well for many inquiries, such as pricing, product availability, and delivery schedules. But automation can be inadequate for customers who have more complex questions, such as product compatibility or specific details about features.

If the customer is reaching out, they’re at a point of losing or gaining trust. A personalized customer experience will increase brand affinity and the likelihood they will continue buying from you and not from a competitor.

Video conferencing services, such as Zoom or Microsoft Teams, provide a different experience than urLive’s customer engagement service, and they address a fundamentally different problem. With a Zoom meeting, for example, there is a fixed link tied to a specific hosted meeting room, a known set of attendees, and a published time for the meeting. Everyone calls into the same meeting.

By contrast, urLive’s customer engagement service is more akin to a 1‑800 number system, capable of dynamically handling multiple in-bound calls using the same link, where customers can call anytime, and are routed to the first-available agent. urLive’s platform provides a complete set of customer engagement features not available with video conferencing services, including call queuing, callback, call scheduling, attended call transfer, and more.