Home Solutions Customers Resources About us Join us Contact 27 Sep Web Call Back: a powerful tool for customer experience For companies, deploying an optimal customer experience is more than ever a necessity in order to differentiate themselves. However, a frictionless customer experience is difficult to deliver at a time when responsiveness is essential. Customers are increasingly demanding and expect immediate and accurate responses to their queries. Developing a quality product or service is no longer a guarantee of success. You have to be able to stand out in an increasingly competitive market and offer a memorable customer experience. This is the role that new technologies play in customer relations. The emergence of Click To Call has spread rapidly through the provision of a telephone number allowing the customer to obtain telephone assistance from an advisor with a click. After it was realised that a call generated via a Click To Call can go unanswered, the Web Call Back was born. Discover the potential of this technique and the benefits you can gain from it. Web Call Back: definition Web Call Back allows for call back immediate or deferred of a prospect or customer wishing to be contacted as soon as possible by the appropriate department, having previously left their telephone details on a dedicated space. This callback functionality is materialised by an action button on the website. Indeed, the telephone remains the preferred voice channel for customers to contact a customer service department. According to a study conducted by theCustomer Services Observatory in 2019, the telephone is the most used communication channel, ahead of e-mail and instant messaging tools. Web Call Back is constantly evolving, according to the same study. The personalisation, l’exclusivity of the dialogue and the possibility of having a real-time response the exclusivity of the dialogue and the possibility of a real-time response that it offers make voice the preferred channel for consumers, at all times. Key assets Eliminating waiting time An irritating and annoying element is that a customer is forced to wait before being put through to an agent. Web Call Back remedies this by allowing the customer to be contacted at their convenience. This option is effective when the prospect wants to be called back at short notice: they choose the time slot that suits them. An improvement in customer satisfaction is therefore necessarily observed thanks to this solution asynchronous solution, thus eliminating a costly wait. However, it is essential to respect this commitment to the customer: the callback must be honoured within the specified time! Optimal contact centre management On the contact centre side, Web Call Back allows for better management of incoming call flows by reducing and by anticipating activity peaks. Calls are scheduled, allocated to the appropriate agent and automatically fluidised. The result? Comfort for the agents and a quality service that benefits the company's results. The customer service department will therefore have a clearer and more precise view of current requests. The call back options are available through different channels: telephone with an interactive voice server, social networks, website or even application. It is therefore simple to deploy this practice to an omnichannel strategy. Conversion rate optimisation The Web Call Back is proving to be an indispensable tool for meeting customers' needs at strategic moments in their purchasing process. Indeed, a suspect may seem hesitant and finally be reassured thanks to the quality of the exchange with the agent. As a result, the abandonment rate significantly decreases. In addition, this technique, thanks to the contact form to be filled in beforehand, also makes it possible to improve customer knowledge and the pre-qualification of requests. Indeed, the call back often asks the customer to specify the reason for their call: the distribution of requests is then smoothed out. Choose ViaFlow for a successful Web Call Back strategy For an optimised automatic callback function, ViaDialog offers you, through ViaFlow, the integration of a Web Call Back module to enable you to optimise your customer relations and your commercial efficiency in the long term! Call your customers back at their convenience, with an immediate or delayed reminder. There are two ways to call back: Normal: our platform contacts the customer and then the agent, once the customer has responded (the setting of a waiting message is also possible, and fully configurable), Reverse: ViaFlow contacts the agent first and then the customer in a second time, when the agent has answered. Would you like to talk to one of our experts or find out more about our solutions? Make an appointment ! Share: TAGS : Customer Experience Customer Loyalty Customer Relations Strategy ViaDialog webcallback Similar articles 15 Nov Smile, you are being listened to! 26 Mar RGPD - Users take back control 02 Apr VOICEBOT - Conversational assistant for customer relationship Search Recent articles What will the contact centre of tomorrow look like? November 25, 2021 The key issues of teleworking for contact centres November 17, 2021 The irresistible emergence of natural language IVR October 29, 2021 The obsolescence of old IVRs October 19, 2021 Web Call Back: a powerful tool for customer experience September 27, 2021 Find us on Solutions ViaFlow ViaSpeech ViaLeads ViaMotion ViaDialog Who are we? Our expertise Customers Join us Contact Contact us 152 Boulevard Pereire, 75017 - Paris - FRANCE +33 (0)1 83 77 31 00 2021 ViaDialog. All rights reserved. Legal Notice Cookies EN