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Click to Dial

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Consumer Opinion Services
Table of Contents

What is Click-to-Dial?

Click to dial more commonly known as Click to Call is a type of digital communication. In this communication feature, a user can connect with another user in real-time with just a click of a button or link. The user does not require dialing any number. 

In a call center, click to dial is used by customer service and customer experience agents, and by sales reps. It can be supported through a phone call, text, or VoIP. You can see click-to-dial links on most websites. Moreover, click to dial also often works with hyperlinks in emails and videos. For the customers to reach your call center, they only need standard plugins. This form of communication is easy for customers when they want to connect with you directly. 

According to the research study, Google conducted on a sample size of 3000 mobile searchers

  • As an important channel for consumers, 70% use click to dial
  • While 61% find click to dial as “extremely/very important” during the purchase phase of decision making
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01

What are the Features of Click-to-Dial?

With the advantage of connecting with a live agent during their web visit, click to dial also enables the agent and customer to browse through the website together. The agent can guide the visitor through the website and help them make their purchase. 

Click to dial allows you to predict when call demand is at its peak. You can plan how to handle the calls and staffing level according to the forecast. 

You can route the service to any location (Work from home service) when the office is closed. This ensures that you can provide service to the customers at any time and also support 24-hours sales.

Whenever a customer uses the click-to-dial link to contact the service, the agent is informed of which page the customer is calling from. This information makes it efficient to handle the call with the customer. 

Click to call which works in integration with CRM software is beneficial for the sales reps in making outbound calls. Reps can follow the CRM lead. With the customer information stored in the database, reps can make successful sales.

A mobile-friendly click to call makes the entire customer journey seamless and increases conversion by 200%. Streamlining the entire process, agents can help the client have access to any service or information the customer needs. 

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02

What are the benefits of using Click to Dial?

Maximize online Sales: 

  • With click to dial you are providing the consumers an easy and fast way to contact you through your website. The website visitors will feel more secure knowing that they can call you anytime with any issue. This will reduce the chance of abandoned purchases.
  • Moreover, in case the office is closed, callers can schedule their calls. The company does not have to miss any sales opportunity. 

Marketing Effectiveness: 

  • With the help of response forms, click to dial can capture customer intelligence. It can identify campaigns and promotions which can deliver a high conversion rate. Also, it can inform you about the web pages which raise the most inquiries and generate the most sales. 
  • With click to dial you can use the customer data captured to engage with them about their interests. The customer data it records can help in successful sales.

Customer Retention:

  • Click to dial allows customers to call your service at their convenience. Also, the caller information it provides to the agent helps the agent appear more welcoming to the customer. Well-informed agents lead to customer satisfaction. 
  • A company that offers excellent customer service is more likely to retain 65% of customers. The excellent service implies agents who can provide answers and help the customer in their journey on the company website. 
  • Customers expect a prompt response from customer service. And, click to call is a proper identity for fast service. 

Efficient Service: 

  • A sales opportunity is not lost at any point with the presence of a click to dial button/link. 
  • 47% of the mobile searchers felt “frustrated or annoyed” when they were unable to directly call the business. 
  • Consumers and web visitors can call the agents when their interest to buy is at its peak. Moreover, it provides a smooth cross-channel service. This ensures that the web channel runs effectively. 
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03

How to improve customer experience with Click-to-Dial?

Customer satisfaction

  • Even with technological advancement, people still prefer to get customer service from live agents. With an easy click-to-call link on the website, customers feel reassured that the company will be there to help them whenever they need it. 
  • 54% of consumers prefer calling the agents to ask questions and get more information than what is available on the website. 
  • Consumers find it more efficient when they can communicate their issues with a live agent. This has a positive impact on the customer-agent relationship and leads to customer satisfaction. 
  • The trick is to use a prominent click-to-call button with maps of the company/store’s physical location, hours of operation, and other basic information.

Sales and Customer loyalty

  • Click-to-call is used by most businesses nowadays because of the simple fact that customers link this form of communication method. Almost 50% 0f mobile searchers from the Google study stated that if they don’t find the feature on a website they search somewhere else for their purchase. 
  • This feature grants customers the ability to call the reps while they are navigating through the website. As a result of the easy and fast service, click-to-dial improves sales.
  • Approximately 20 to 45% of prospects make purchases over phone calls. Similarly, 20 to 35% prefer to reserve their purchase for a later time and date. Customers feel more important when they are given such services from the company. It increases the reputation of the brand among the customer base. 
  • Not having a click-to-call feature on your website can negatively impact your business. The customers cannot receive help from the agents while they surf through the website which can lead to missing out on potential leads and sales opportunities.

Identify the Leads

  • Website visitors who call the company to gain more information about services, inventories, product pricing, etc. are identified as inbound prospects. 
  • From the study mentioned above, 47% of the mobile searchers use click-to-call to inquire about inventory, availability, or booking information. These callers who show interest in your services and ask for detailed information are identified as potential leads. 
  • To conclude, click-to-dial or click-to-call is a fundamental feature for a customer-centric Website. The companies who lack the feature of click-to-call will miss out on sales and customers. 
  • The customers prefer the easy and prompt service that the click-to-dial feature gives them. When the consumers can’t find this feature on a website they leave the website and look somewhere else for purchase. 
  • The reason that consumers prefer the feature makes click-to-dial invaluable to any business. 
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04

FAQs

A click-to-dial is a link that a company places on the Company’s Website. When a consumer clicks on the link an HTTP request is initiated by the web page. This initiates an outbound call from the phone of the consumer and connects them to the agent in the call center.

A click-to-call button is a form of digital communication. It is a feature available in the Website or app, which allows a person to click on the button/link and request a connection with the company.

The process is easy and fast that can be processed through a simple phone call or cloud-based phone system.

Web call is another name for click-to-call or click-to-dial. The purpose is the same as click-to-call. Web call is web-based communication. When a person clicks on a button, link, or image, they request an immediate connection, in real-time, with another person. 

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