An Exhaustive Guide on Click-to-Call Solution with Features and Benefits

Jan 18, 2022

With evolving technologies, we are going towards an area where audiences have become smarter about their purchases. With a smartphone becoming accessible to everyone, customers rely more on calling the business before buying anything. This means businesses need to look for solutions for their business. Marketing strategies saw changes after these problems. Ads play an important role. However, if your audience or prospects do not click on it, all efforts go in vain. Rather, you must take advantage of click-to-call service to amplify your conversion rates.

This is solved by the CTAs, i.e., the call-to-action buttons. These are specially made for your audiences to take action. Without these, your business would not gain any subscriptions, orders or increase its revenue with larger audiences.

Businesses are aiming towards making the calling experience for their callers seamless. Making a call should also be a seamless experience. It is recommended to put calling from the website as an easy and reliable option. Your customer should gain all the resources and support from your business website itself.

Let us briefly know what Click-to-call is?

What is click to call?

Click-to-call is the easiest way to connect to a business in real-time instantly. Communication is made easier with this service. They will be needed to give their contact number if they want to reach out to get a call back instantly.

For example, with every search your audience makes, they will be given a direction to call the business and talk with them directly.

Why Does Your Business Need A Click To Call Button?

Utilizing popups and automated callbacks will increase your website's leads. In addition, your team communicates with potential customers via a two-way telephone connection.

Innovative technological advancements are enhancing customer engagement among organizations today. There's an excellent reason for that. Online customers increasingly prefer websites that have embedded click-to-call widgets.

Long hold times annoy customers. According to a survey, over 60 percent of consumers say even one minute of hold time is too long. Increasing the number of call center agents is one way to solve this problem. In contrast, if your contact center runs into call volume spikes occasionally, then hiring additional agents could result in higher costs and higher agent idle time.

Improve your chances of converting web traffic into sales and get more value out of your digital marketing investment. Live calls are just as effective as a phone call, so you can convert more visitors into customers, generating a higher return on investment from your promotional campaigns.

Make future contact easier for customers by avoiding the headache of having to remember your telephone number. Customers will always be able to reach you directly when they visit your website, instead of looking for emails or visiting your website and then calling you.

Click-to-call for Inbound Sales

Click-to-call technology allows your customers to contact sales representatives directly. In this way, customers can express a high level of interest in their products and receive a follow-up call early in the sales process. By connecting sales-ready prospects with sales reps in real-time, click-to-call solutions can dramatically impact inbound sales.

Click-to-call for Outbound Sales

Click-to-call technology can be used by inside sales reps to make outbound phone calls. CRM tools that integrate with inside sales solutions make it easier for reps to dial prospects directly from a CRM lead. By using this feature, reps can dial leads without having to dial them manually. This will allow inside sales reps to reach out to more prospects in one day.

Features of Click-To-Call Services

Integration with Call Tracking and IVR Responses

Call tracking systems can serve dynamic phone numbers associated with search keywords or ad sources. Together with click-to-call, reps can receive customer calls and be alerted as to why the customer called. For example, suppose a customer searched for "Marketing automation" and clicked on an ad from Google for a marketing automation company. The advertisement might lead to a specific landing page with a phone number. By utilizing the customer's dynamic number, the representative would precisely identify which ad the customer clicked on when they dialed the company to learn more.

Call Routing and Recording

Having this feature integrated with the CRM and other APPS helps the Call Center Manager and the Business Owner keep track of the efficiency and quality of all business calls, even if an outside contractor manages them.

  • Using the platform, you can access call recording data
  • Route calls to the agent's mobile phone for on-the-go availability
  • Find out where new prospects/leads are coming from by using the Call Tracking feature
  • With Call Masking, Customers can call the executive director from your app without revealing their number

Call to call.png

Benefits of Click-To-Call Services:

The Click-To-Call Solution increases first-contact resolution

For measuring customer satisfaction and efficiency, first contact resolution (FCR) is an important metric. In terms of agent efficiency, it is clear that resolving inquiries with a single call/contact would be more efficient. In addition, multiple connections tend to be very frustrating to customers, increasing caller satisfaction. Your customers will stop calling you if you resolve their issues! Reducing inbound call volume frees up additional resources.

Decreased Call Abandonment Rate

Having a long holding time leads to abandoned calls, resulting in repeat calls, low-resolution rates, and ultimately dissatisfied customers. With this feature, you empower the customers to choose their suitable time slot for calls and pick their concerns, narrowing down your agents' tasks.

Never Lose a Lead

This technology allows agents never to lose a lead, even if they are preoccupied and cannot answer the call on time. Callbacks are offered as soon as the caller requests one, and the appropriate agent contacts the lead when they are available.

Higher Customer Retention

It means customers never have to spend time in queues waiting for callbacks. This will lead to higher customer retention as they will be more satisfied.

How does a Click-to-call amplify your conversion rates?

Several cloud communication businesses provide Click-to-call services. By implementing this service into your website or apps, you provide your customers with the ultimate user experience by finding solutions for them instantly.

  • Through Click-to-call, you have an opportunity of making a sale every time you get a call. Through your sales team, they can make a sale by just talking to the customers directly, marketing your product or businesses, and getting them to buy it. By instantly connecting and communicating through Click-to-call with them, you amplify your conversion rates and improve the customer experience.

  • People still rely more on calling and talking to the business directly, as it gives them a sense of real-time communication with you. So, people still prefer to call businesses before taking action. So, people are still using click-to-call services to reach out.

  • The majority of people currently use their mobile phones for searching for anything. And they will likely be calling the business if they are searching from the phone. That is why Click-to-call services are important for businesses now more than ever.

  • People will always prefer the fastest way to reach out. The fastest way for them is always going to be a call. So, your business needs to have Click-to-call services, whether it is on a website or app.

  • When a customer calls you, it is possible that they are searching for purchase and will most probably make a purchase after their call. The call most likely was to know more about your services and whether they can trust you.

It has often been observed that making a call is a crucial part of decision-making from a customer perspective.

Click-to-call service is a significant technology feature you can take help from. It is more viable for the customer to tap on a button and make a call than to memorize or copy a number on the dial pad.

Cloud communication businesses like Knowlarity provide services related to Click-to-call services. They have advanced features, such as tracking, recording the call, etc. You can get details about your clientele and enhance your services through these features.


Clients typically notice how their call experience with the business went. If you give them apt replies, provide solutions, and answer their queries easily, they are more likely to purchase your business. You should give your customers an easy way to reach out to them, and the Click-to-call service feature is one of the channels which will help them connect to you without any issues.

Written By:  Aakanksha


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