Utilizing popups and automated callbacks will increase your website’s leads. In addition, your team communicates with potential customers via a two-way telephone connection.

Innovative technological advancements are enhancing customer engagement among organizations today. There’s an excellent reason for that. Online customers increasingly prefer websites that have embedded click-to-call widgets.

Long hold times annoy customers. According to a survey, over 60 percent of consumers say even one minute of hold time is too long. Increasing the number of call center agents is one way to solve this problem. In contrast, if your contact center runs into call volume spikes occasionally, then hiring additional agents could result in higher costs and higher agent idle time.

  • Improve your chances of converting web traffic into sales and get more value out of your digital marketing investment. Live calls are just as effective as a phone call, so you can convert more visitors into customers, generating a higher return on investment from your promotional campaigns.
  • Make future contact easier for customers by avoiding the headache of having to remember your telephone number. Customers will always be able to reach you directly when they visit your website, instead of looking for emails or visiting your website and then calling you.

  • Click-to-call for Inbound Sales

Click-to-call technology allows your customers to contact sales representatives directly. In this way, customers can express a high level of interest in their products and receive a follow-up call early in the sales process. By connecting sales-ready prospects with sales reps in real-time, click-to-call solutions can dramatically impact inbound sales.

  • Click-to-call for Outbound Sales

Click-to-call technology can be used by inside sales reps to make outbound phone calls. CRM tools that integrate with inside sales solutions make it easier for reps to dial prospects directly from a CRM lead. By using this feature, reps can dial leads without having to dial them manually. This will allow inside sales reps to reach out to more prospects in one day.

Features of Click-To-Call Services

Integration with Call Tracking and IVR Responses

Call tracking systems can serve dynamic phone numbers associated with search keywords or ad sources. Together with click-to-call, reps can receive customer calls and be alerted as to why the customer called. For example, suppose a customer searched for “Marketing automation” and clicked on an ad from Google for a marketing automation company. The advertisement might lead to a specific landing page with a phone number. By utilizing the customer’s dynamic number, the representative would precisely identify which ad the customer clicked on when they dialed the company to learn more.

Call Routing and Recording

Having this feature integrated with the CRM and other APPS helps the Call Center Manager and the Business Owner keep track of the efficiency and quality of all business calls, even if an outside contractor manages them.

  • Using the platform, you can access call recording data
  • Route calls to the agent’s mobile phone for on-the-go availability
  • Find out where new prospects/leads are coming from by using the Call Tracking feature
  • With Call Masking, Customers can call the executive director from your app without revealing their number

Benefits of Click-To-Call Services:

The Click-To-Call Services increase first-contact resolution

For measuring customer satisfaction and efficiency, first contact resolution (FCR) is an important metric. In terms of agent efficiency, it is clear that resolving inquiries with a single call/contact would be more efficient. In addition, multiple connections tend to be very frustrating to customers, increasing caller satisfaction. Your customers will stop calling you if you resolve their issues! Reducing inbound call volume frees up additional resources.

Decreased Call Abandonment Rate

Having a long holding time leads to abandoned calls, resulting in repeat calls, low-resolution rates, and ultimately dissatisfied customers. With this feature, you empower the customers to choose their suitable time slot for calls and pick their concerns, narrowing down your agents’ tasks.

Never Lose a Lead

This technology allows agents never to lose a lead, even if they are preoccupied and cannot answer the call on time. Callbacks are offered as soon as the caller requests one, and the appropriate agent contacts the lead when they are available.

Higher Customer Retention

It means customers never have to spend time in queues waiting for callbacks. This will lead to higher customer retention as they will be more satisfied.

Conclusion:

Contact centers can provide top-notch customer service in every industry and help generate more significant sales with the click-to-call feature.

Customers can reach out to your business efficiently by clicking a phone number on your website, application or by clicking a link that directs them to a telephone number on the backend of your website or application. Calls made using the Knowlarity platform are recorded, have analytics, have integrated IVRs, and are protected by call masking. All these features allow the contact center to keep track of its performance to improve overall customer satisfaction. In addition, Click-to-call is a great way to show your customers that warm, friendly humans are behind your business who are eager to connect with them.