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Cloud telephony providers offer internet-based solutions that involve the minimum number of steps required to get a call back from customer care agents. It helps nurture leads and converts potential customers in the short span of time available.

But due to the vast amount of information available on the website, customers tend to get confused or may have more queries which need immediate addressal. Customers expect businesses to enable a smooth user experience by connecting calls with just a single click. 

What is Click 2 Call Service?

Click 2 Call Service is a unique cloud telephony solution which allows customer care agents to get in touch with customers as soon as they drop their number on a firm’s website or app. It empowers team productivity with just one click allowing agents to reach customers instantly and convert potential customers to paid customers.

Kaleyra takes this technology one step ahead by providing a browser-based extension called Callee that enables high-quality voice calls. It allows agents to get in touch with customers whether it could be a helpdesk or through CRM or just your desktop in just a click.

How does Click-to-Call work to connect agents and customers?

Phone calls are still the most preferred form of business communication no matter how much information is available on the business’s website. Customers are still inclined towards having human interaction. According to studies, 88% of site visitors are more likely to get in touch with you with a “click-to-call” option.

Click-to-Call allows customers to drop their details like name, number, and nature of the query and submit details with just a click.  The details are then processed and the call is initiated between the agent and customer powered by API that creates a bridge between the end-users and allows real-time communication.

On the other hand, agents can get in touch with customers also through browser-based extensions with just a click reducing manual efforts for agents to note down numbers and details. Both the parties are connected via masked numbers thus allowing both agents and customers to keep their numbers private since calls are triggered via the internet-based platform.

Benefits of Click-to-Call

Click-to-Call provides call center functionality at your fingertips by mimicking most of the functionalities that a Cloud contact center offers. It gives a more simplified approach enabling seamless integration to business platforms through an easy calling widget. By integrating this widget on the browser, CRM or helpdesk, businesses can connect with customers and drive sales.

Here are a few benefits which helps businesses reach out to customers at a faster pace:

1. Increases efficiency

With Click-to-Call, agents do not have to follow age-old norms of noting down customers’ numbers and calling them manually. Cloud telephony providers like Kaleyra have made the cumbersome process into a simple single click-based calling solution. The API fetches, processes the details of customers and connects the call to the next available agent. This reduces the number of hours spent making list and adds to their productivity since agents can now cater to more customers.

2. Increase conversion rates

According to research, 88% of customers who search for businesses on their mobile phones are most likely to contact businesses within 24 hours. 78% of the customers who participated in the survey were of the opinion that it was the faster response rate that made them choose the product and the customer care agents were responsible for providing a happy experience.

Click-to-Call provides the right platform for agents to connect with customers faster and convert them into buyers achieving higher revenues for businesses.

3. Intelligent analytics

Click-to-Call provides call center functionality to a browser-based calling extension. Businesses can now listen to call recordings, check real-time data on agent call logs by easily logging into the dashboard. These insights help businesses track team and call center performance easily, understand the gaps and provide required training using call recordings as feedback to address issues. This helps improve customer support function more efficiently.

4. Reduce manual effort

Click-to-Call also has most of the features provided by the cloud contact center like auto follow up. Agents no more have to manually initiate a call to the customer. It helps reduce manual effort by automating follow up so that businesses can reach customers at a convenient time. It also allows agents to take call notes to help them carry forward the discussion with ease and not have to remember each conversation they had during their workday.

5. Personalized communication

Customers no longer have to wait in long queues over the call for agents to resolve their queries. Agents can dial the customer number as soon as they drop the numbers on websites or apps and make use of the small window available in nurturing leads and converting them to potential customers.

Once the customers drop their details on the business platform, the API then processes in the backend providing the agent with the details of the customer like the name and nature of the query. Just addressing the customers by name goes a long way in providing personalized communication. The details fetched by API also help the agent get a context on the query they are addressing and provide a rich experience to the customer since they do not have to repeat the query again.

Kaleyra’s Click 2 Call Service aims to help agents get in touch with customers by making calls directly through the helpdesk, CRM or e-commerce platform. It saves time by cutting down on navigation and makes the call center more efficient with just one click.