Web Call Back: a powerful tool for enhancing customer experience
For businesses, deploying an optimal customer experience is more necessary than ever in order to stand out. However, providing a frictionless customer experience is challenging at a time when responsiveness is essential. Customers are increasingly demanding and expect immediate and precise answers to their inquiries.
The development of a quality product or service is no longer a guarantee of success. One must learn to stand out in a market where competition is becoming increasingly fierce and know how to offer a memorable customer experience.
This is the very role that new technologies play in customer relations. The emergence of Click To Call has quickly spread through the availability of a phone number allowing the customer to receive the telephone assistance of an advisor with one click. After observing that a call generated via a Click To Call may go unanswered, Web Call Back was born.
Discover the potential of this technique and the benefits you can gain from it.
Web Call Back: definition
The Web Call Back allows for the immediate or deferred callback of a prospect or customer wishing to be recontacted as soon as possible by the appropriate service, having previously left their contact details in a dedicated space. This callback functionality is represented by an action button on the website.
Indeed, the phone remains the preferred voice channel for customers to reach customer service. According to a study conducted by the Observatory of Customer Services in 2019, the phone is the most used communication channel, ahead of email and instant messaging tools. The Web Call Back is also constantly evolving, according to this same study. The personalization, exclusivity of dialogue, and the possibility of having a real-time response it offers make voice the preferred channel for consumers, now and always.
Key advantages
Elimination of waiting time
An irritating and frustrating element, a customer finds themselves forced to wait before being connected with an agent. The Web Call Back addresses this factor by allowing the customer to be contacted at their convenience. This option is effective when the prospect wishes to be called back shortly: they then choose the time slot that suits them.
An improvement in customer satisfaction is therefore necessarily observed thanks to this asynchronous solution, thus eliminating a costly wait. It is nevertheless essential to honor this commitment to the customer: the callback must be made within the indicated time!
Optimal management of the contact center
From the contact center’s perspective, the Web Call Back allows for better management of incoming call flows by reducing and anticipating peaks in activity. Calls are scheduled, assigned to the appropriate agent, and automatically streamlined. The result? Assured comfort for agents and quality service benefiting the company's results. Customer service will thus have a precise and clearer view of ongoing requests.
Callback options can be offered through different channels: phone with an interactive voice server, social networks, website, or even an application. It is therefore simple to deploy this practice in an omnichannel strategy.
Optimization of the conversion rate
The Web Call Back proves to be an indispensable tool for responding to customer needs at strategic moments in their purchasing process. Indeed, a prospect may seem hesitant and ultimately reassured by the quality of exchange with the agent. Consequently, the abandonment rate decreases significantly.
Moreover, this technique, thanks to the contact form to be filled out in advance, also allows for improved customer knowledge and pre-qualification of requests. In fact, the callback often prompts the customer to specify the reason for their call: the distribution of requests is then smoothed.
Choose ViaFlow for a successful Web Call Back strategy
For an optimized automatic callback function, ViaDialog offers you, through ViaFlow, the integration of a Web Call Back module to sustainably optimize your customer relationship as well as your commercial efficiency!
Contact your customers at their convenience, anticipating an immediate or deferred callback.
We offer you two callback modes:
Normal: our platform contacts the customer then the agent, once the customer has answered (the setting of a waiting message is also possible and fully customizable),
Inverted: ViaFlow first contacts the agent then the customer at a later time, once the agent has answered.
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