What Is Click-to-Call & How It Can Increase Your Business Profit?

It may seem implausible, but in this digital age, the majority of customers actually still choose to communicate by phone. Frequently, CEOs focus only on technological tools to solve their call center problems, breaking the balance between human interaction and automation. But according to a PwC report, over 75% of clients worldwide prefer to interact with a real person. Therefore, an important task for businesses is to maintain live communication with the client and optimize this process as much as possible. One of the simplest solutions to this situation is to enable the Click-to-Call option.

Read the article to learn about the benefits Click-to-Call provides and how to get the most out of it for your company.

What Is Click-to-Call?

Click-to-Call is a method of communication in which a user clicks on a specific object (a button, banner, or text) on a website to contact the company in real-time. It’s not just phone calls that can be connected this way; Click-to-Call also redirects clients to social networks that support voice messages, such as WhatsApp. This option means that users don’t have to remember, write down, or copy a phone number, resulting in a seamless user experience. This makes it much easier and faster to connect with a company.

How Does Click to Call Work?

There are several ways of using the Click-to-Call option. In one case, clicking on the button starts a call on the customer’s mobile phone. Another way to use the technology is the “Request a Call” button. A client should leave their phone number to request a call back from a company’s manager.

The third and most optimal way is to link the Click-to-Call option to a virtual number. Some virtual phone systems, such as MightyCall, allow companies to use toll-free or local virtual numbers, as well as fully customize the entire customer support for their purposes.

Why Do Customers Like to Talk on the Phone?

If you doubt whether communication on the phone is really so important for modern clients, here are some arguments in favor of the fact that good old-fashioned personal communication is still relevant.

  • Phone calls evoke emotions. Neither digital tools nor social media can replace human communication. Live communication allows you to demonstrate empathy with your customers. The polite tone of the customer support specialist can calm a customer, potentially reducing the number of negative reviews. In addition, by talking to clients, it is easier to clarify the essence of a question and solve problems efficiently.
  • Everybody uses phones. Some people believe that phone conversations are mostly typical of generation X and that millennials prefer using social networks. It is true that the younger generation calls less often, but this does not mean they do not call at all. So, the possibility of calling your company covers all target audiences at once. You cannot go wrong if you add calls as a communication channel because every customer has a phone.
  • It is easier to call. The starting point for many people is to visit a website to find answers to frequently asked questions. And most often, it takes a long time to find specific information on a company’s site, so it is easier to call a support operator instead. Even if the site structure is simple and clear, it still works this way. A company cannot predict all the potential questions from customers in advance, so if a customer does not find the answer on the site in a few clicks, they will choose to call you.
  • Chatbots are not perfect. Chatbots can be very helpful. They significantly reduce the load on customer support, but their capabilities are limited. A chatbot is a handy additional tool for simple requests, for example, to clarify order status or reschedule a delivery date. But nowadays, so far, only human operators are able to fix complicated individual issues. In addition, the algorithms of most chatbots do not allow the user to quickly switch to an operator. This can irritate customers. Microsoft has found out that 30% of clients are frustrated about the inability to reach a live person for customer support. 

How Can You Use Click to Call For Your Business?

  1. Use Click-to-Call for incoming requests on your website. This is the main way to apply this technology. In this case, the button or text should be placed on the main pages of the company’s website (especially on product descriptions pages). Click-to-Call also works effectively in an email newsletter. You can choose the most suitable variant for your company – an instant call or a callback request. The last one can be more helpful if your support team needs time to prepare.  
  2. Click-to-Call in your CRM. The Click-to-Call feature easily integrates with the CRM system of your company. Firstly, it will simplify the work of sales and customer support specialists. It may appear the time saving is insignificant because it takes just a few seconds to enter the number. But just imagine how many customers you communicate with daily. It could be dozens or even hundreds of people.
  3. Click-to-Call for websites or apps. Your company can add a Click-to-Call option to any website or application through VoIP technology. When a client sees your ads, they can easily contact your company without going to the main site.
  4. Click-to-Call in a dialogue with a chatbot. You can combine the chatbot option with instant calls. This solution is perfect for companies with small or very busy customer service teams. On the one hand, this may protect you from an influx of calls with simple questions. And on the other hand, your client will have the opportunity to switch from a bot to a dialogue with a person in one click.

Here are a few rules for improving the performance of the Click-to-Call option:

  • Use concise and precise phrases; they stimulate action better than beautiful but long sentences. It is preferable to use one or two words, for example, “call,” “dial,” “contact,” etc.
  • Specify the amount of time the client should expect to wait to be called back. For example, you can write “now,” “in 30 seconds”, and “instantly.” This will encourage the user to take immediate action.
  • Use graphic elements. Buttons work better than text because people are more sensitive to visual content. Graphic elements and images will bring more calls, and of course, we should not forget about the instinctive desire to press any button that appears before our eyes.

3 Reasons to Add a Click-to-Call Button on Your Website

Here is how you will benefit from Click-To-Call:

1. Improved customer experience

Customers do not like to hang on the line for a long time waiting for an operator or to go through multiple menu cycles to be redirected to the correct department. 73% of customers immediately miss a robocall, often pressing “0” to reach a human when they are faced with a terrible phone tree. Not to mention, some companies do not have live customer support at all. Your customers will really appreciate the fast and convenient means of communication. This does not mean that you should only use calls. You can also offer other communication methods to your customers, such as social networks, email, etc. But the Click-to-Call option, instead of just a phone number, will really improve your customer service.

2. Increased conversion rates

Potential customers who call you on the phone already want to buy your products or services. So why not speed up this process to a single click? This way, you will reduce the risk that one of your clients changes their mind because they do not want to write down your number or hang on the phone waiting for an answer. 47% of customers say they will explore other brands if they cannot call a company directly from the search results on their smartphone.

3. Segmented customers

One of the amazing benefits of Click-to-Call is segmenting your current and potential customers. How does it work? If you have multiple contact options, you can segment your customers based on how they got to the call.

You can also use segmentation to sort incoming calls by priority. For example, if you know that calls from your main site page are generating the highest conversion, you can group those calls and prioritize them.

On a Final Note

Last but not least – be prepared to answer calls. Yes, that is such a simple tip. But the paradox is that it is the most difficult part. Some companies enable immediate feedback without having the resources to talk to every client. So, you should prepare before you provide this feature – coordinate your team, create an interaction plan, and keep statistics. This is because you must meet customer expectations.

Author Profile

Scott Baber
Scott Baber
Senior Managing editor

Manages incoming enquiries and advertising. Based in London and very sporty. Worked news and sports desks in local paper after graduating.

Email Scott@MarkMeets.com

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