Is the Hype Real? The Hidden Truth About Click to Call Benefits and Services
In this age of hyper-connectivity, customers are expecting quick answers. Businesses are rushing to eliminate friction in the buyer experience,...
In this age of hyper-connectivity, customers are expecting quick answers. Businesses are rushing to eliminate friction in the buyer experience, and one offering recently garnering attention is Click to Call.
You have likely encountered it: a button on a website or mobile application that allows users to automatically initiate a call owith one click. It seems easier, right? If so, why is Click to Call such a buzzword? Does it provide unique value for customers and businesses, or is it a short-lived trend?
In this article, we will explore what benefit Click to Call can offer, separate fact from fiction about the technology, and help you decide whether it’s a product worth integrating into your customer service plan.
What Is Click to Call?
Click to Call (or Click-to-Talk) is a service that allows users to contact organizations with a representative by simply clicking a button – whether that be a button on a website or in an app or a button in an email. The user doesn’t dial the number directly, but instead an automated system connects the user’s phone via VoIP or direct phone line. Let’s checkout Click to Call Benefits.
The Obvious Click to Call Benefits
1. Instantaneous communication:
There’s nothing difficult about this. Say goodbye to writing down phone numbers and getting between devices. With a simple click your customers have live access to an agent, improving response time.
2. Increase lead conversion:
When you make it easier for potential customers to connect with someone when they have a question, you can change their mind about moving forward, and ultimately increase the closed sale. Click to Call Service can help eliminate the hesitation and convert better.
3. Superior user experience:
Users appreciate it when they can connect with a human being in real-time and feel like their value went up immediately. It removes all digital barriers, especially with high-dollar item purchases or for time sensitive inquiries.
4. Increased engagement from mobile users:
Today, mobile traffic makes up most of the internet. Brands focused on mobile will get the most benefit from Click to call. Mobile users generally don’t want to copy and paste and will prefer quick and convenient thumb solutions.
Also Read: What Is Zeeroq.com? The Inside Story Behind Its 2024 Data Breach
What You Might Not Hear in the Sales Pitch
Click to Call services offer a great opportunity (and they do), but they also have a few things to think about. Here’s what to consider:
1. Not a Fit for Everybody
If your business has complex challenges with extensive documentation, or ticketing (like legal, or healthcare), clickable calls can be limiting. You might still want a way to offer chat, email, or CRM-based responses.
2. Resource Drain if Unmanaged
If you are going to have too many inbound calls without the right routing and staffing in place, your team will feel overwhelmed. Make sure your Call Center Software or customer support model can handle an uptick in calls.
3. No Fix for Bad Service
If your agents are not trained properly, or your back end systems are in disarray, a Click to Call service will not help you. It is a good tool, but it will not be a substitute for good service.
4. Missed out without Call Tracking
If you are not using analytics or CRM myPhone integration, you may miss out on call behavior, pain points and drop-offs or clogs in your customer journey. Click to Calling works best when coupled with some smarts in data tools.
How to Make the Most of Click to Call
Here’s how to ensure your investment in Click to Call delivers actual ROI:
- Integrate with CRM to track leads and follow up effectively
- Use call routing based on location, department, or priority
- Train your staff for quick and helpful responses
- Enable click-to-call only during working hours, or add a call-back option
- Monitor performance metrics like response time, call duration, and conversion rates
Last Call: Hype or Hero?
Is Click to Call hype? Not really. But it’s not a magic potion either.
When we think about Click to Call as an experience, it’s highly effective at connecting “browsing” online to speaking to a human. Click to Call’s true benefits come to life when the feature is developed into a strong service strategy and well thought-out technology integrations.
If you work in a business where quick personal communication is important – real estate, travel, healthcare, e-commerce, Click to Call works wonders. But like all tools, it’s only as good as the people deploying it.
So yes, the hype is legit. Just ensure that the foundation behind it is strong.
