Cloud telephony technologies revolutionized the way business communications are undertaken. Most of the communication operations about the inbound and outbound calls got automated to a great extent, where the human intervention is minimum possible but the accuracy and productivity are far higher. Automatically routing the calls to the right teams and engaging the leads and customers over multichannel communications are the other changes the business communication witnessed over the years. If there is any feature which transformed the customer engagement, it should be Click-to-Call service. It made reaching out to the organization as well as customer instantaneous.
What is Click-to-Call?
Click-to-Call, alternatively referred as Click-to-Dial, is a technology-driven lead generation tool. It converts the web traffic into voice connections using VOIP (Voice over Internet protocol). Essentially, a Click-to-Call button is placed strategically on the website, or mobile App, often with a hyperlink to the number to be dialed. A visitor can reach out to the business from the website directly by clicking on the widget. Ideally, a right CTC provides for instant voice connectivity, but organizations can leave a voice message of acknowledgment and reach out to the caller at their convenience. The same Click-to-Call can also be used to outbound calls as well, where your sales representative or customer care executive can initiate an outbound call with the Click-to-Dial on a click.
The necessity of Click-to-Call
Click-to-Call solves one of the complex problems of converting the internet traffic into leads and customers. Lead nurturing is a time-consuming process, even if automated. Whereas, Click-to-Call brings high quality leads as the people seriously looking for the services or products only try to reach out. It also indicates that the visitor or caller is in the last stages of completing the sales. The organization can also route the inbound call from the Click-to-Dial to the right agent. The conversion chances of such leads are for higher. For the website, it uses the VOIP to initiate the call. For the mobile devices, the network is used to make calls and due call charges are levied as per the plan or tariff. In the age of highest ever penetration of internet and mobile internet, Click-to-Call has the huge potential to generate high quality leads. Click t call button can be added to a variety of marketing collaterals including to the campaigns and promotions.
Benefits of Click-to-Call
Foremost of all, Click-to-Call makes it easy for customers to reach you, thus leading to increased customer satisfaction. Customer satisfaction is critical for repeat sales and retentions. It also increases online sales, helping the customers to get over their usual reluctance to approach as it is relatively easy to call. In addition, Click-to-Call reduces the efforts and increases the sales velocity. Leads can be pushed into the sales cycle with tailored solutions with the contact details captured during the first call. Furthermore, Click-to-Dial improves the agents’ performance in the outbound sales call centers. Overall, CTC helps to deliver the best customer experience in engaging the leads and customers to builds trust and brand loyalty.
