How to Boost Customer Experience using the Click-to-Call feature

Click to Call, is an advanced telephony feature that helps us to reach a customer’s number directly by just clicking on the number, without manually dialing. The Click-to-call solution improves agents’ productivity by reducing the time spent to contact customers. The Click-to-call software is a technology solution that helps businesses convert their website traffic into a potential lead. All you have to do is add a call-back button to your website, and then the box appears, which prompts the website visitor to enter their number for a call back.

Several cloud communication companies are using this feature for an improved customer experience. With Knowlarity’s click-to-call solution, organizations can instantly integrate their API to install a click-to-call service for their customer representative teams.

So, the question that arises now is how do click-to-call solutions boost customer experience? Let’s discuss the features provided by a click-to-call solution.

It is essential to have a customer interaction before the purchase process since it prevents the risk of losing customers. This is crucial for both business and a customer. And with the development of the click-to-call feature, this interaction has become significantly easier. The additional features like analytics, pay per for what you use, and reporting make this service more efficient for the brands. Thus, there are numerous ways in which the click-to-call feature boosts customer satisfaction.

● Increasing Number of Leads

Customers skim through many available brands before making the final purchase. And one substantial part of this process is the research of the product or services on the company’s website. This integrates potential customers into their research phase and simplifies the research process by providing a call-up option.

Once the survey is complete, they can immediately request a call back to the website to answer their questions. It, therefore, provides a faster response to website visitors, which bolsters the revenue stream and strengthens the company’s marketing process.

● Customer Satisfaction

Owing to the rising number of internet users, people still prefer to get answers from humans instead of searching for the same information online. According to the research on the customer’s tendency to communicate, it was found that 75% of people prefer to be connected to a business by phone. This is because everyone prefers interacting with a real person. The majority of customers interact with the companies over the phone and find it the most convenient way towards resolving their requests. For a business to optimize its online presence, a click-to-call feature must be present.

● Reduces Call Wait

Customers disconnect the call when they are unable to connect with the representatives after browsing through the Interactive Voice Response (IVR). This results in customer dissatisfaction, which, in turn, creates the risk of losing customers. Using a click-to-call feature reduces this risk to a great extent. Since customers can directly request a callback, the hassle of going through the IVR menu gets eliminated. In addition, it provides a direct and easy way to communicate with a live representative. Therefore, integrating the click-to-call feature reduces the total number of calls discarded and enhances customer satisfaction.

● Customer growth

Customer retention is a major factor in the growth of any business. The click-to-call service offers the following benefits-:

● It enables customers to reach you easily, without any delays.

● Provides an informative service for pre-informed agents with call information.

Statistically, 65% of customers are more likely to stay with a company that offers excellent customer service. Many customers want a quick response to their queries. This depends on the quality of the service and how swiftly they respond to their needs with adequate information. The Knowlarity click-to-dial solution can be integrated with your app and allow your agents to call quickly with just a single click.