How Click-to-Call Impacts the Customer Experience
VoIP has boosted businesses with the power of calling over the internet, in addition to tons more advanced call features they would not otherwise have with a traditional landline phone system. VoIP phone systems have revolutionized the way businesses communicate with both their teams and customers.
It has done so in so many ways. One way is by providing a unified communication platform for businesses to hold meetings and conferences over and instant messaging between team members. VoIP phone systems also offer mobile compatibility with smartphone applications, allowing team members to receive and make phone calls from their phones from anywhere.
One other feature, that the VoIP phone system has gifted businesses and their customers, is the click-to-call feature, where customers can contact a business with a phone call over the internet with a click of a button.
Several studies conducted in previous years have shown that about 75% of customers prefer to contact businesses through phone calls. A significant number of customers use their phones to search about businesses and their products. So having a click-to-call button integrated with their websites or sales platforms have immensely impacted their sales.
People who use a click-to-call button to contact a business already have shown interest in its products or services, so these people are hot leads to turn into valuable customers. There are several benefits to a click-to-call button, some of which include:
- Presenting your website visitors to have a quick method of contacting you
- Allowing your potential customers to overcome online buying reluctance
- Enables your business to catch all calls any time of the day in a week
VoIP phone systems will allow your customers to schedule their calls if they use the click-to-call button outside of your office hours, so you can never miss a sales opportunity. In addition, you can have your calls routed to your mobile phone when your offices are closed, so you can truly never miss a sale opportunity as customer calls will lead straight to your phone.
Another benefit of the click-to-call button is its ability to enhance your marketing campaigns by providing you with analytical data over which web pages cause the most inquiries and calls. By talking to your customers, you make a sale and engage with them to understand their needs and interests, which ultimately allows you to make better marketing campaigns and target the right potential customer group.
With a click-to-call button, you also present your customers with real people behind your business and products. Therefore, you keep your withholding over your customers as they have the ability to contact you in their own time and connect them with the department representative they are looking for, thanks to the intuitive feature that is call routing.
Great customer service is the epitome of a great business and one of the top reasons for customer satisfaction. Customers expect not only great customer service but also 24/7 availability. As we mentioned earlier, VoIP phone systems can provide you with this by routing calls either to other office locations or to your mobile phone.
Implementing a click-to-call button is as easy it sounds, one button for customers to dial to your business. We will present you though with some recommendations on the best practices for your click-to-call buttons.
First of all, we recommend you have your click-to-call big and visible with contrasted colors than the rest of your webpage. It should also be available to press without the need to scroll up or down.
Next, we recommend you have your website and webpage optimized for smartphone display. As many customers use their phones to search a business and its products, it is important your webpages are compatible with smartphone displays and browsers, so they can load quickly, and your click-to-call buttons be visible and eye-catching.
Lastly, we recommend you present your customers with your line open hours, so they know when to accept to be answered and when to have their calls scheduled to another time.
To sum it all up, click-to-call buttons greatly influence the customer experience. As customers get in contact with real people at their own time and are presented with the information they seek. Click-to-call buttons increase customers’ loyalty to your brand and business and have higher chances for making sale conversion as the interest and intent to contact the business is already there.
Last but not least, click-to-call buttons will help you develop better marketing strategies as they provide you with valuable analytics over which web pages prompt the most calls and inquiries and which customer groups are better for targeting in marketing campaigns.
Now that we have explained how click-to-call impacts the customer experience, allow us to present you with our top recommendations for business VoIP phone systems that you could use to implement such buttons.
Ooma is our top recommendation for one of the best business VoIP phone system providers, and it offers comprehensive features with tailored plans that suit any business type and size. Some of Ooma’s features include:
- Call parking
- Analytics dashboard
- Call conferencing
- Video conferencing
- Call recording
- Voicemail transcription
- Caller info match
- Call analytics
- Call forwarding
- Call waiting
- Virtual faxes
- Text messages
- Virtual receptionist
As for its subscription plans, you are presented with four offers:
Ooma Office: $19.95/month per user
Ooma Office Pro: $24.95/month per user
Ooma Enterprise: $27.99/month per user
Ooma Enterprise Call Center: $49.99/month per user
Dialpad is our second pick for one of the best business VoIP recommendations that your business can make good use of and implement its click-to-call button. Dialpad offers advanced features such as smart call routing, virtual attendant, calls recording, and lots more, all of which can help you deliver the best customer experience.
Some of its extra features include:
- Unlimited calling
- Unlimited SMS & MMS
- Call controls (call forwarding, transfer, hold, mute)
- Custom voicemail greeting
- Voicemail transcription
- G Suite & Office 365 integrations
- CRM integrations (Salesforce, Hubspot)
Dialpad presents you with three subscription plans:
Each plan comes with a set of features and functionalities tailored to different business sizes and needs.
As for our last recommendation, we present you with RingCentral. RingCentral offers a feature-rich VoIP phone system that is suitable for any business size and type. It can provide your business with all the functionalities it needs for a better customer call experience and in-team communications.
Such features include:
- Team messaging
- Unlimited calls within the United States and Canada
- Unlimited business SMS
- Document sharing
- Business phone numbers in more than 100 countries
- Unlimited internet fax
- Unlimited audio conferencing
- Up to 24-hour meetings
- Video meetings with up to 100 participants
- Admin and management for multiple sites
- Advanced call handling
- Video meetings with up to 200 participants
- CRM integrations
As for subscription plans, RingCentral offers you the following:
Essentials: $19.99 per month, billed annually
Standard: $27.99 per month, billed annually
Premium: $34.99 per month, billed annually
Ultimate: $49.99 per month, billed annually