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My company’s customer engagement service Sitofono is now powering the latest and just launched online advertising campaign of the new Lancia Delta, the car which many years ago became very popular because of its numerous wins of rally world championships.

Now the new Lancia Delta has been officially launched and it’s definitely a great successor of the historical older sister, in my dreams when I was a young boy

The campaign is now up and running in Italy only, but if you want to book a test drive, just use Sitofono. Here is the link.

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Technorati Tags: customer engagement, fiat, Lancia Delta, luca filigheddu, sitofono

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According to Gartner, SaaS (Software as a Service) will be a key element for the ecommerce market by 2013.

According to Gartner, at least 90% of eCommerce sites will leverage SaaS (Software as a Service) by 2013.  As Gene Alvarez, research vice president for Gartner, says, “The trend toward SaaS applications has affected customer relationship management (CRM) and other applications, and e-commerce isn’t exempt from this trend.”

Sitofono, my company’s click to engage SaaS, empowers eCommerce by providing a quick and effective way to engage potential customers while they came across your website looking for something to buy.

Gartner is just confirming our view and strategy for Sitofono, but it’s important that this message could quickly reach the people in charge of making ecommerce websites more and more effective. Many marketing and sales directors got it already but many others haven’t got it yet.

Technorati Tags: Business, customer engagement, Customer service, Electronic commerce, Gartner, luca filigheddu, Marketing, sitofono, Software as a service

Today we just released a new website for my company’s customer engagement service Sitofono. Comments are welcome, as usual. In particular, if anyone of my english speaking friends find some typo, error etc., please advise

We needed to make it richer and more suitable to the needs of any company which makes business through the web. Sitofono solves a huge problem and we want companies to really understand what this problem is and, given that sometimes this problem is undervalued, give it the right weight.

If you need more information, please drop me a line or take a look at the new website .

Technorati Tags: Business, click to call, customer engagement, luca filigheddu, sitofono, Voice 2.0

I’m really glad that Fiat, the leading italian car brand, chose my company’s click to engage service Sitofono on their websites in order to convert more visitors into potential customers, letting them ask real time information about their cars, book a test drive or simply get a question answered.

Sitofono is also fully integrated into their online marketing campaigns, letting them move the recipients of DEM activities and banners to the more effective good old telephone, where their operators are capable of converting/selling more and more (yes, the human touch always counts!).

This is an important sign from the market. Companies are realizing the importance to provide prospects and website visitors with tools to easily interact with the company and make them feel there is always someone ready to take care of them when they really need help and support. Fiat’s move demonstrates that also companies which don’t sell online but have a big online showroom, can get a huge benefit by using powerful tools like Sitofono.

More cool news about Sitofono very soon. In the meantime, check this post by Phoneboy to discover why Sitofono makes our customers happy.

Technorati Tags: Business, click to call, click to engage, fiat, luca filigheddu, sitofono, Voice 2.0

I just wanted to give a brief update about my company’s Sitofono, the customer engagement service we have been offering since the 2nd half of 2006.

I wrote many times in this blog about the need of a “human touch” to the e-commerce world. The need of a human on the line is something many big, medium and even small e-commerce companies are slowly realizing is a fundamental part of their online business. If they plan to targeting a bigger and maybe less specialized customer base than in the past, they MUST pay attention to any tool that can help them to convert more visitors into customers and considering integrating Sitofono into their business.

I’m very happy to see that more and more companies got it. Sitòfono is now a profitable division of my company and in the first four months of 2008 we recorded the following results (compared to the same period of 2007):

Calls from our clients’ websites visitors to our clients: +278 % 

Minutes: +347%

Revenues: +190%

A new Sitòfono website will be online in the following weeks with more options available for any company who wants to invest into a powerful customer engagement suite, where the “click to call” is just a piece of the puzzle.

In addition, a major update of the Sitofono clients’ private area is coming soon. Usage of AJAX and other major updates will offer a whole new experience to our customers. 

We are also releasing a white paper which describes how visitors behave as soon as they get to a website while they are in the process to buy something. This behaviour is not that obvious and any ecommerce company must keep that in mind if they want to convince their visitors (obtained through expensive advertising campaigns) to become real paying customers.

Stay tuned. In addition, we are looking for resellers in UK. If you know companies in the field of online marketing, web design, e-commerce technologies that could be interested, please drop me a line.

Technorati Tags: customer engagement, ecommerce, luca filigheddu, sitofono

Seth Godin well summarizes some key points companies must take care of while dealing with phone calls coming from “engaged” potential customers. Many of those points are the basis of our approach to our customers, when we explain to them the real value coming from our suite.

Shouldn’t every single inbound call be answered in one ring? Shouldn’t there be as much spent on self-service customer support as is spent on the design of the selling part of your website? Shouldn’t you be tracking in the finest detail what people have to say when they call in? Shouldn’t you be rewarding call center operators by how long they keep people on the phone, not how many calls they can handle a minute? Shouldn’t there be an easy, fast and happy way for an operator to instantly upgrade a call to management (not a supervisor, I hate supervisors) who can actually learn something from the caller, not just make them go away?

Thanks Seth. Many of our customers are applying your recommendations already, deploying our customer engagement service Sitofono to get the most out of engaged website visitors.

Technorati Tags: luca filigheddu, seth godin, sitofono