How Does Click to Talk Affect Customer Service?
Click to Talk Affect Customer Service
Click to call is changing the way businesses communicate with their customers. By allowing customers to contact businesses through their website, companies are increasing conversions, improving customer satisfaction, and delivering exceptional customer service. Using this technology helps businesses target the right customer, which is crucial in addressing customer issues.
This technology is also important for customer service because it streamlines the user interaction. Consumers want a response immediately, and click to talk can provide that. It is also mobile-friendly, boosting conversions by as much as 200% on mobile devices. The click to call feature can increase the efficiency of customer service by automating customer interactions.
Click to call technology also gives customers a choice to request a callback. The customer simply enters their phone number, and the customer support team will contact them. They can also choose a time to receive the call. This feature improves the customer experience and helps build loyal brand advocates. Ultimately, improved customer experience leads to increased customer lifetime value.
How Does Click to Talk Affect Customer Service?
A study from Google found that 90 percent of small-to-medium-sized businesses do not offer click-to-call options. Furthermore, it found that 50% of mobile searchers would search for a product or service in another location if they couldn’t use a click-to-call button.
Providing click-to-call options is important for eCommerce businesses. Depending on the market, a click-to-call option can increase eCommerce sales. It is estimated that 20-45 percent of potential consumers would prefer to make a purchase over the phone, and up to 35 percent of those would call to reserve a product. It can also affect the number of inbound calls for your business. Most consumers who call businesses are looking for more information, so offering this feature can identify valuable customers.
As a customer service agent, it’s crucial to listen carefully. Customers hate being ignored or not heard, so listening actively is essential. It’s also important not to rush the call. A customer service agent should not rush the call or interrupt a customer because they need to think.