23 August 2018
Click2Call: Instant Connections
Click2Call is a website tool that enables an online visitor to request a free phone call over the normal phone network. The functionality will send the request directly to the company’s representatives who will instantly be connected to the enquirer upon acceptance.
A visitor can request a call from anywhere in the world. Being a free channel for visitors, helps connect them to businesses they might not have previously phoned due to the costs involved (mobile / international call charges).
When completing the pre-call form the visitor simply selects their area code, which is a vital part of connecting their call. Some people can get confused by international area codes, not knowing what numbers they need to dial. Click2Call simplifies this by removing the need to dial any number (or symbol!)
Click2Call Use in Organisations
UK universities have been using the website tool to attract potential international students to make contact. These students are classed as high value customers to universities; therefore the marketplace is very competitive to win them over. Click2Call allows the education establishments to provide a free service that caters to these young adults needs, which can go a long way when choosing a higher education placement.
Insurance companies have also been using the channel to help mitigate expensive costs for their customers; however these are mostly mobile phone charges as many adults in the UK no longer use a landline to make calls. Due to the volume of enquiries that insurance firms receive, Click2Call reduces the time enquirers are on hold, allowing them to get on with other activities in the meantime. This also improves the individual’s demeanour as they are not already frustrated by the time they speak with a representative.
Click2Call allows organisations to easily have a record that the call took place, including the date, time, duration, visitor’s name, area code and phone number. Notes and a reference can be added for future use. The timings are also noted of when the call was taken, connected, ended and stored, which allows the company to report on this information analysing the performance of the channel and their operators.
How to Set up Click2Call
Click2Call is enabled on all ‘Experience’ accounts. In order to use the communication channel the organisation will need to add call credit to their Click4Assistance account, similar to a pay as you go mobile phone. They can simply do this by going to ‘My Account’ / ‘Upgrade’ and selecting their Top-up Amount.
The Low Balance Limit is an optional notification that your call credit has reached a certain level. This makes your organisation aware a top up is required, ensuring that there is no interruption to service provided to your potential customers.
The operator’s phone number will need to be added to their user profile in able for the system to connect the call. This is done in the ‘Users’ section of the software by editing an existing record to include the details or when creating a new profile.
Click2Call on Your Website
To place a reactive Click2Call button on your website that visitors click to fill in their details, or a proactive implementation that displays an invitation to encourage the visitor to request a call, the relevant script will need to be added into your site. This can be found within ‘Tools’ / ‘Click2Call’. Select the ‘<SCRIPT/>’ button under the chosen Experience.
In this Tool area you can also configure:
- What type of windows your organisation will use
- Which routing group the call will be directed to
- If you use an offline form, which email address(es) it will be sent to
- The design of your buttons and whether the offline button is hidden
- The design of your windows allowing your branding
When an operator is notified of a call request, they will accept it on the dashboard. Operators can see the requests within the Call List (‘Click2Call’ / ‘Call List’). They then select the relevant request and click ‘Take’ to begin the connection, causing the representative’s and the visitor’s phone to ring simultaneously, connecting them instantly.
Once the call has concluded, the operator can make any notes and provide a reference if they wish to. They then store the call by categorising the reason and outcome for the communication. If prospects are enabled, agents will also be able to fill in details about the visitor, allowing the system to automatically detect when they are next on the website and notify the available users.
Click2Call is a great communication channel for making it possible for visitors to have a phone call with an organisation, who might have barriers preventing them from calling. For more information on the functionality, call our team on 01268 524628 or email firstname.lastname@example.org.