Omnichannel communication is a key trend in customer service technology. That’s why software developers for contact centers aim to integrate all available channels for client-business communication into their solutions. One such communication tool is the callback request button on websites. In this article, we’ll delve into what a callback widget is, the tasks it handles, and its role within the Sirius cloud contact center system.
What is the callback widget?
Think back to your experience browsing websites. Whether you’re purchasing a new phone, topping up your internet provider account, or registering on a service portal, you may notice a bright button featuring a phone icon. This is likely a “Call Me Back” button.
When clicked, a form appears, asking for your name and phone number. After filling it out, you choose an action, like “request a call” or “call me now,” and wait for a representative to get in touch. Essentially, this feature simplifies the process of connecting with customer support by embedding a direct communication tool right into the website.
We’re explaining this because many businesses and institutions don’t fully appreciate the potential of this communication tool. Let’s explore its capabilities in more detail.
Key Features of the Call Request Tool
First and foremost, the callback function offers a seamless way for site visitors to connect with a company representative. This not only enhances the user experience but also increases conversion chances.
Secondly, an animated call request button acts as a lead-generation tool, gently encouraging site visitors to engage. Positioned conveniently on the webpage, it virtually invites users to click, promising to call back and answer all their questions—at no cost to them. Research shows that visitors who submit a call request are over 75% more likely to complete a purchase or service order.
Thirdly, this tool eliminates the need for users to search for contact details or navigate through the site’s sections to reach sales or support teams. And if the button is animated, making it more noticeable, that’s even better!
In addition, the callback button collects useful data. Even during non-working hours! When the callback widget is integrated with the CRM system, each time a website visitor fills out the form, you receive a new potential customer card with their name, phone number and email address (provided the form is set up accordingly).
Integration within the Sirius Cloud Contact Center
You’re likely already acquainted with our Sirius cloud contact center platform. Today, it’s the leading comprehensive software for contact centers, helping businesses of any scale efficiently organize flawless customer service. The callback request button serves as an additional solution for clients using Global Bilgi’s software, easily installable on the website of the contact center platform’s client.
Why should you choose our callback widget? There are several compelling reasons:
Simple installation
Our specialists are ready to offer installation services for setting up the call me button on your website and configuring the widget, which includes:
- Adapting the widget to the working hours of the call center operators.
- Connecting the phone number to the callback widget.
- Setting up call forwarding schemes.
- Customizing the language for the call request form based on the displayed region.
Design customization
The callback widget for website should stand out and catch attention. However, it shouldn’t clash with the website’s overall visual theme. That’s why the placement and appearance of Global Bilgi’s callback widget can be adjusted to align with the style and colors of the client’s website.
Similarly, the size, fonts, and input fields of the pop-up call request form can be tailored to suit the client’s preferences.
Wide integration opportunities
The Sirius cloud contact center comes with built-in CRM, auto dialer software, reporting and analytics services, and operator performance evaluation systems. The callback service widget can be integrated with all these systems. As a result, the client achieves maximum efficiency of the widget and can track data regarding:
- the number of calls over a period
- agent response times
- pages of the website from which inquiries were made
- call outcomes, and so on.
Recording callback requests is invaluable for analyzing customer queries and staff performance. By addressing customer inquiries, one can better understand the needs of the target audience. Additionally, this feature allows for identifying weaknesses in the company’s operations.
Industries Benefiting from the Call Request Feature
In a competitive market, capturing customer attention is crucial for business growth. Offering a high level of customer service online is key to ensuring consumers choose your product or service over others.
Clients using Global Bilgi’s contact center solutions, both in Ukraine and abroad, have seen success across various industries, including telecommunications, e-commerce, finance, medical services, and more.
As for the request a call button widget on the website, this tool shows the greatest effectiveness in industries such as:
- e-commerce
- finance
- medical services
- education
- tourism
- government services.
It is important to note that our solution will be beneficial for any business that either has its own contact center or uses call center outsourcing services. In such cases, it provides an additional advantage as another communication channel between the company and its customers.
Our solution helps businesses increase conversion rates, as customers are more likely to make a purchase or schedule an appointment when they can easily request a call.
At the same time, the callback widget from Global Bilgi helps businesses improve service and increase customer loyalty NPS scores.
Conclusions
Global Bilgi’s animated call request tool offers businesses a competitive edge in client acquisition. Its integration with our cloud platform’s components not only enhances website conversion rates but also provides essential data, evaluates operator performance, and improves overall customer experience.
This widget’s functionality and integration with other components of the cloud platform for contact centers not only boost website conversion rates but also gather crucial data, assess operator performance, and enhance the overall customer experience.
You can see how the callback widget works right now. Simply click on the “call back” button in the footer of this blog, request a call, and our managers will call you at a convenient time for you.
