Almost all businesses list popular contact methods on their sites, but few of these provide ways to get in immediate contact with a company representative. One of the best solutions to this problem is to add a click to dial option to the site. With click-to-dial, customers can talk to live representatives even if they aren’t near a phone. All they need is a speaker and a microphone attached to their computer.
When click-to-dial is an option, it saves customers from having to step away from the screen in order to get immediate assistance with their queries. They also avoid the waiting and wondering normally associated with sending emails to companies. This doesn’t just improve the customers’ experiences – it also improves sales.
Sales are improved by click to dial for a few reasons, but the biggest one is that it allows salespeople to talk to prospects before they can get distracted by other things. If someone has to wait to call in the traditional way, he or she is likely to get into some other project and forget all about calling in. When calling is as easy as clicking a button, this problem is eliminated.
Connecting a click to dial system to your overall CRM gives you the chance to improve sales even more. A system like Tenfold allows you to keep track of both the initial contact and any subsequent ones even when the customer chooses a different communication channel later on. This lets your sales department collect a body of information on the customer or prospect that will make it easier to close the sale.
Take Things Up a Notch
Click to dial is great for prospects who want to talk to a real person before buying, but chances are that the same people would also like to be able to physically see your reps as well as listen to them. Try implementing WebRTC to make this possible. WebRTC is the latest generation of video chat, and it works on a new protocol. Thanks to this advance, it is far easier to keep it secure without investing in expensive hardware. It also already works with popular browsers like Firefox and Chrome, so most prospects won’t even have to download any plugins to use the video option.
Making Sure it Works as Intended
People who are used to doing business via email or text chat should make sure to take stock in their environments before enabling an audio channel. Many internet companies are run from homes, shared office environments, and other such locations. Noise infiltration is often a problem in these places, and it can make the business seem unprofessional. One of the easiest ways to eliminate this problem without moving your base of operations is to use noise-canceling microphones. These will make it so prospects don’t hear distant dogs barking, traffic roaring by, or other people in the office.
Which is Best, Click to Dial or WebRTC?
Deciding between standard click to dial and WebRTC video chat is usually easy. Ask yourself what customers and prospects will see if they use a video-enabled channel. Will the background be a crisp, professional office? Will your rep be wearing business attire? If so, go for WebRTC. If not, use audio-only methods like click to dial.
These are some of the main benefits and considerations of the click-to-dial and WebRTC solutions to the need for live, non-phone contact with both customers and prospects. We’ll be happy to discuss your specific needs and recommend a solution that will work with your specific business to enhance sales and support. Just contact us to get started.
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