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Why Callback Solutions Are The New Digital Trend in 2019?

Callback Solutions New Digital Trend
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Ugljesa Djuric

July 4, 2019 |

Do you see how communication look like without modern callback solutions?

It is necessary to click on a particular option, leave your phone number and then wait for a long time.

It functions as a contact form: you ask for a callback, then the company gets an email with your phone number, somebody has to check the inbox and find your message among all the other messages, call your number, and only then a call is made.

This process seems as tiresome and unnecessarily complicated as it sounds. 

Callpage (one of the first movers in callback technology and we do respect them) conducted a test to find out how long it took before callback happened in this case.

Results are: in some companies, it took a few minutes, but in many, it went several days and some customers did not even receive a callback. 

The main reasons why people do not like to communicate over the phone with companies are:

  • they are waiting too long
  • to much background noise
  • they do not always get a return call

Luckily, with callback solutions & service, these reasons fade away.

Call-backs have been proven to lower abandon rates by 32%.

When you provide your hottest leads with the right information at the right time, you keep their interest.

And when you using callback technology, you can easily turn website traffic into conversions.

What is Callback Technology?

When customers want to get in touch with your company, it means they need information and that they are interested in what you have to offer.

If they have already decided to give you their time, the last thing you should do is to make them wait for your reaction. 

It could be said that this is a school example of bad practice.

While it seems logical that this should not be practised, it often happens that companies, whether small or big, leave their customers waiting.

This literally blocks the sale process.

People do not like it when you do not appreciate their time. Interest can easily turn into frustration and you can get labelled ‘unprofessional’, while potential customers quickly cross over to your competitors.

Being customer-oriented in business must be your top priority.

The goal of callback solutions & service is to improve your business and create a user-friendly experience.

Callback technology aims to improve the customer service experience by eliminating the need for customers to spend long periods of time waiting on the phone.

In other words, when customers call and have to wait a certain amount of time to get a response, they will be left automatically with the possibility to leave their contact so that the call could be retrieved later.

Also, users can find out the time frame for receiving a call from customer service.

Callback solutions & service raises customer service to a higher level. 

Customers are not left to be waiting without answers, but they know someone has received their call and that they will soon receive a return call. Consequently, the cumulation of repeated calls is prevented.

75% of consumers prefer the option of a call-back to waiting on hold.

With callbacks instead of placing customers on hold, you will improve your service and it will result in lower abandon rates.

When you implement a callback solution, you must specify what will trigger it. There are many options that can trigger a call-back:

  • average waiting time
  • number of customers waiting
  • contemporary abandon rate 

Using callback solutions & service does not mean that you must delete a live chat from your website. 

You can use both at the same time, and provide more options through which your visitors can contact you.

Moreover, the combination of live chat and callback solutions & service is a great way to communicate with your leads.

For example, live chat can be a great tool for quick and short questions.

Callback Solutions_chatbot+callback software

One of the most important things in callback technology is that the real people stand behind it, people who will talk with your customers and build relationships between customers and companies. 

The purpose of callback software is to engage with your visitors and connect them with your sales repository, customer support or call center, so they can provide the website visitors with relevant information which can improve their sales.

Infographic from Limecall callback software compares the old and the new ways of communication with customers: 

Callback Solutions_compares

It shows that the old method requires many more steps and time. The new method gets things done within seconds.

Limecall offers 24/7 customer support and it gets in touch with your leads in real-time.

When you implement a callback solution on your website, your customers will get automated calls, and the only thing they need to do is to leave their phone number.

Who uses callback solutions & service?

More and more businesses use callback solutions, and even the largest companies such as Amazon or Audi opt for this way of communication with their customers.

Probably there is no need to explain how big a company like Amazon is, which stands side by side with Google, Apple, and Facebook. 

Keep in mind that Amazon had $232.887 billion in revenue(2018).

And this business giant uses a callback solution for its customer support.

Callback Solutions_customer support

Source: GetHuman

Once a user selects one of the 6 options offered, he is forwarded to the right department with an adequate rep that will help him solve his problem.

For such a big company like Amazon to maintain its reputation, everything has to work perfectly.

Therefore, for their customer support, they choose callback solutions which will provide availability 24/7.

Who can benefit from it?

If you are wondering whether your business falls into the category of those which can benefit from callback solutions & service, the answer is simple: yes, absolutely.

Regardless of whether you are dealing with e-commerce, SaaS, real estate, automotive business or any other industry, you can use callback solutions.

Callback technology can significantly help you in business; regardless of whether your business exists for a long time or you have a startup, it really doesn’t matter.

By using callback solutions & services you can:

  • establish relationships with customers
  • form an excellent customer service
  • make an advantage over competitors

Through live calls with customers, you can make great progress in your business.

Make a list of important questions that people can answer during your conversations. 

Do not unintentionally avoid the subject that actually interested them in the first place, but through communication, you can find out: what they really need, what would they change, what problems are they facing, and similar.

When you have a real contact one-on-one, you get first-hand information directly from your target group.

What are the use cases?

Forbes made a similar test like CallPage on a large sample. They have tested more than 10,000 companies in order to find out how long it takes for companies to get in touch with them.

By entering their phone number and email address in the contact form on companies’ websites, the test started.

Results showed that companies need 46 hours and 53 minutes to call a lead. And the sales rep who does it mostly gives up after 1.3 attempts on average.

At a time when the competition is huge, companies are losing qualified leads at high speed.

And, it happens at the same time as they want to increase the sales rate.

It is illogical to expect an increase in sales if you “reject” those who have already shown interest in your product or service.

The solution to this problem lies in the use of callback solutions & service.

By implementing a callback solution on your website, you enable visitors who want to reach you to do that in a quick and efficient way.

By placing the Limecall widget on your website, you can offer your leads an option to call them within 28 seconds or to schedule a call at a time that suits them more.

Callback Solutions_Limecall widget

This has proven to be an excellent practice since people do not usually expect this quick reaction and do not recognize this call as a potential sales call.

By making sure that you will be available in real-time, you create a much better user experience.

It is important that you know that you can use callback solutions & service for the following use cases:

  1. Marketing
  2. Sales
  3. Support
  4. Ads

You can’t know ahead for which segment of your business visitors will have a question or dilemma about. But, you can offer them to come to you anytime and find out everything that is important to them.

For example, you run an ad with a limited time offer and text says: “In the next 5 days, you can use a 30% discount“. 

If the expiration date is not precisely indicated, people could be confused about until what exact time your bid is actually valid. 

In this case, they would want to find out the right information as soon as possible, because they may not be ready to make a purchase immediately. 

And what is the solution to this?

Simply take the opportunities that callback technology gives you and provide real-time answers.

You can convert website traffic into real one-on-one contact that can prove to be beneficial on many levels.

How does it benefit you? 

If you are still not convinced that callback solutions & service can improve your business and customer support, take a look at some of the main benefits:

  • Generating and nurturing the leads

Lead generation is the initiation of consumer interest or inquiry into products or services of a business.

Someone who wants to get in touch with your company obviously shows a certain amount of interest in what you have to offer. 

Through the conversation and after the conversation, you will see the results that conversation has achieved and find out if the client is ready to make a purchase or not, whether he needs more time to think about it or the interest has disappeared.

During the conversation, you can also take advantage of the opportunity to ask your leads whether they want to receive news updates concerning your company via email or if they may have already left their email addresses when they scheduled a call. Through emails, you can personalize messages and nurture your leads.

For example, Limecall has a “Leave a message” option where visitors can leave a message and an email address to which they will be sent a response.

Callback Solutions_callback widget

It should also be taken into consideration that you will rarely be able to conclude a sale with just one call. But through several calls, you will be able to find out more easily what is it that your customers want and you will get to know them more closely. 

Through callbacks, you can nurture your leads too, and increase sales.

Let’s see what clients said about using Limecall:

Callback Solutions_Testimonials for Limecall
  • Effective organization

With callback solutions & service, potential customers are not put on hold anymore. They can get a call within 28 seconds with an available rep or make an appointment for another time.

The term is automatically put in the calendar. Therefore, you do not have to worry that you’ve forgotten someone.

  • Better customer experience

Given that the company returns the customer’s call, and he/she no longer has to worry about whether the call will happen, you are showing that you care about your customers. They see that your managers are engaged.

People do not like to communicate with bots and automated messages. They want to get in touch with a real person and have real two-way communication.

90% of customers will become frustrated while on hold.

If you want to provide better customer experience, respect the time of your customers and use callback solutions & service.

  • Customer satisfaction

That one particular customer you are currently talking to feels that you are focused on her and her questions. Thanks to this treatment, it is very likely that you will encounter extremely positive feedback.

This is a very important difference between chats and callback solutions & service.

When someone asks you a question on chat, he/she does not know whether you are talking to more people at the same time, whether you’re giving your maximum because your attention is divided, or you are dealing with yet another additional activity. 

Also, chat message exchanges are mostly short, and you can’t get enough information.

During a live conversation, people can notice a lot more just by listening to your tone. They can see if you’re really trying to help them or you’re just doing your job because you have to. 

It is therefore important to be kind and ready to provide all the necessary information or to resolve the potential pain points of your customers.

  • Important feedbacks

During the conversations with people, you will learn a lot about their past experience on your website. It is also possible that some of their ideas could contribute to improving your product or service.

Every experience of your users is important and it will help you understand what kind of impression do you leave.

  • Higher conversion rate

When people search through the website, they have a significant number of questions and potential problems in their minds. 

The original interest leaves the place to confusion, so the website visits result in the abandonment of the site for the purchase and in the loss of potential profits.

But, if you provide them with help and answers, you can turn calls into conversions. 

Experts estimate that around sixty percent of abandoned purchases could potentially be recovered.

With callback technology, you can get a higher conversion rate, because more than ninety percent of online customers are eager to shop more on websites or apps that have embedded callback technology.

Why now?

This is a digital era and people are increasingly distancing themselves from each other.

We leave many things to technology and automation.

Of course, we should use everything we can to save time for really important things. Everything that can be automated (while this is not at the expense of quality) needs to be automated.

But, contact with people is one of the most important things, and when a potential customer wants to get in touch with the company, there is no hurry to try to reduce the time.

It’s much more likely that people will buy something from other people than from a vending machine.

Human factor can’t ever be replaced.

More precisely, there is nothing that can sufficiently replace a person’s contact with another person.

That’s why callback solutions became the new digital trend in 2019.

Secondly, you can personalize calls with your customers. 

Speaking to a caller while using his name creates a more intimate relationship even though it is not face-to-face contact.

By focusing on the interlocutor, by asking adequate questions and finding solutions for his problems, you show that you really care about him.

People can „feel“ your presence.

When you show your users that they are important to you, you can build strong relationships. 

By maintaining these connections, you will have a greater number of users who are always happy to return.

The bottom line

With callback technology, you can make an effective live conversation with your most qualified leads.

Provide quick and clear answers, and make the sale. 

With phone numbers stored in the customer relationship management database, you can make follow-up calls and stay in touch with your leads.

Be aware that customer-friendly experience can create a “WOW” effect in the most positive way. 

Keep up with the latest technologies and you will see all the mentioned benefits.

It’s time to treat your customers in the best way possible.

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Ugljesa Djuric

Ugljesa is passionate about the content market, sales, and marketing. He's has been working for several SaaS companies on similar topics.