1. Increase sales and conversion rates
Nearly 80% of online users abandon their shopping cart and while prices still largely drive the purchasing decision, it goes without saying that this is not the only factor.
According to a study by BVA Group in 2015, factors such as high price and poor quality are the main reasons for customers choosing an alternative vendor but the customer relationship is seen as vital by 90% of buyers.
One solution is to re-engage the visitor in real time. The click to call service which can be integrated in the online purchasing path or within a specific identified conversion funnel, allows visitors the opportunity to obtain the information they need to complete their purchase. In addition, it eliminates holding time, avoids zapping other websites and bypasses the IVR which some companies load with many options that end up confusing the customer.
Speed is of the essence when it comes to the internet, and online users want the information in seconds. If they don’t get the answer they’re looking for in a couple of clicks they switch to a different site. According to Forrester Research, using click to call can reduce the abandonment rate by 40% vs visitors who were unassisted.
2. Improve customer experience and satisfaction
In a nutshell, click to call provides a dedicated access point for customers and greatly enhances the customer experience. Companies that use click to call optimise lead generation and all importantly enhance the customer experience and visitor satisfaction rate significantly. This is backed up by the BVA Group study which shows that click to call is the second most preferred contact channel after face to face.
In the past 12 months, how would you rate the quality of your customer relations? Very satisfactory, somewhat satisfactory, somewhat unsatisfactory or very unsatisfactory?
This study shows that businesses should proactively target their online visitors using a click-to-call solution. When this functionality is properly set up at the backend (number of advisors available, overflow centre etc.), it increases customer retention, making users more loyal and encouraging them to recommend the brand/web site to others.
3. Stand out from the competition
A study by Digital Strategy Consulting highlighted that companies offering various ways to be contacted (e.g. a non-premium phone number or a free call-back service, or both) are more likely to gain online consumers’ confidence than the ones they don’t.
Furthermore, companies that do not have a call-based strategy and deter users from calling, either by making it difficult to get into contact or by offering only a form or e-mail address risk losing “hot” prospects. In addition, customers buying high value-add products and services online (especially in industries such as Banking Finance or Insurance) often need to be further reassured through additional information and support before completing their purchase.
Channels such as FAQs, social media, virtual agents or chats are not that effective in meeting these needs. In contrast, an instant call back service such as WannaSpeak’s click to call solution is the perfect antidote for these more demanding visitors enhancing consumer trust.
4. Works across channels
Depending on your marketing strategy, the click to call solution can be adapted to meet your specific requirements. The button can be placed within a merchant site or storefront, mobile, tablet, newsletter, e-mail, or banner to help your company acquire and convert leads.
9 out of 10 consumers say they want a personalised and identical experience across all contact channels.
It is vital to integrate click-to-call into your marketing strategy as it can enhance customer loyalty and help your business become more competitive and profitable.
5. Target your customers and prospects
It is possible to set up the click to call according to your line of business and your objectives as well as according to the motivation and the behaviour of your visitors:
If the click to call tool has been programmed with rules targeting, the button can for instance be displayed only for high spending visitors.
Here are some examples:
Merchant website: customers in the payment phase can be called back instantly depending on the value of their purchase. The location of the button is important, so we must focus on the strategic locations that online users will inevitably see towards the end of their purchasing process (e.g. near the shopping cart, support links and/or help). For pure eCommerce players this is even more important as it helps reassure the online user in their decision. In addition, for sites with high traffic volume, it’s not recommended to offer this service to all Internet users, so it is necessary to filter.
Storefront websites: At a car dealer store as it is possible to book a test drive, the click to call button may be displayed straight after confirming the booking and sending of the forms. This also applies to more personalised products that require an in-store appointment.
Newsletters: Game contests, promotional offers for the telephony, banking, insurance industries where this type of communication is very frequent.
Finally, click to call can also be used for customer complaints or online after-sales service.