Click-to-call, also known as click-to-talk or click-to-dial, is an easy way for customers to contact your business from your website or app. Users simply click a button or hyperlink and are connected via a VoIP web call, without having to leave the app or browser they are currently using.
Click-to-call builds customer trust, improves conversion rates and makes it easy for customers to engage at critical moments. It’s efficient: users don’t have to switch channels or break the flow of browsing to manually enter a number. With click-to-call, your business can net more leads, boost customer service satisfaction and increase ROI.
Click-to-call has many real-life applications across a variety of industries. Here are some examples:
Direct to consumer businesses like consumer goods, real estate agencies, restaurants or service centers utilize click-to-call to edge out the competition by offering real time communications for sales and support.
B2B businesses streamline their outbound sales process by implementing click-to-call into their customer relationship management (CRM) platform. Click-to-call reduces the errors associated with manual dialing while ensuring the sales team stays within the CRM environment. In addition, click-to-call offers easy data management, allowing businesses to track and report on calls within the CRM platform.
SaaS companies use click-to-call on their websites and support centers to increase conversion and improve customer satisfaction. Customers’ calls can be directly routed from the website to an available agent.
Delivery services and ride sharing apps use click-to-call to easily connect customers with their drivers. When combined with masked numbers, the services ensure both the driver’s and customer’s personal numbers remain private.
Advantages of using click-to-call
Click-to-call makes it easy for customers to connect with your team. With click-to-call, you can do the following:
Increase your conversion rate
The simplicity of click-to-call makes it the ultimate inbound direct response marketing tool—customers can reach your business without having to leave their current application. Inbound calls see a much higher conversion rate than website leads. According to Marketing Dive, calls convert into customers 10-12 times more often than web leads do.
Maximize sales and support team efficiency
Implementing click-to-call for outbound sales and support teams within your CRM instance reduces errors associated with manual dialing, streamlines workflows and makes it easy to track and report interactions. Click-to-call can be implemented in any CRM record, including leads, contacts, accounts or custom fields.
Elevate your customer support
From a customer support perspective, ensuring customers can easily reach you by phone is one of the key best practices that lead to happy customers, according to Help Scout. By providing real time access you’re able to respond to customer questions and offer on-demand support. Whether a customer has a product inquiry, technical difficulties, or wants to know your store hours, easy access to a live person makes your brand trustworthy and builds customer loyalty.
Click-to-call makes it easy to create a positive customer experience and increases the performance and ROI of your marketing efforts.
Building click-to-call into an app
There are two primary ways of building click-to-call into your website or app. From an end-user perspective, they work the same way: the user taps a hyperlink or button, which triggers a call over the internet using their device’s default calling app.
To enable click-to-call via hyperlink, you’ll use code snippets to manually tag each phone number on your website. This process can be time-consuming and messy, plus you have limited control over the way your webpage appears. Instead, partner with a vendor that offers a Voice SDK. Using a Voice SDK leaves less room for error and allows you to build a customized, efficient click-to-call solution that elevates your business operations.
Building click-to-call into your website or app is simple with a Voice SDK, if you choose the right vendor (more on that in the next section). First, you’ll need to set up a VoIP phone number to receive inbound calls. Second, create and assign SIP credentials to your web client. Finally, configure your web client to place a call via WebRTC to your phone number. Voila—you’re ready to click and call.
Features to look for when selecting a click-to-call vendor
There are many considerations when evaluating selecting a vendor to help you to enable click-to-call for your business. Here’s what you want to look for:
- Compatibility with all browsers, including non-Web RTC compatible browsers as well as complex SIP infrastructure or the PSTN.
- Flexible SDK and easy-to-use developer docs.
- Availability of features critical to your unique use case. For example, features like masked numbers can help ensure privacy or call recording features for compliance.
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