Customer Callback: Importance and Benefits

With customer callback, you have the opportunity to resume the conversation with your client, solve their demands, and close sales. Many customers prefer to receive assistance through a call instead of waiting to speak with an agent in a live chat.

The callback function enables customers to schedule a call when it suits them best, which helps to enhance customer experience. You give your clients the option to choose the communication channel of their preference. 

What Is Customer Callback?#

Customer callback is a common feature presented in software that provides solutions for customer service. Instead of waiting until the agent is available to offer assistance through email or live chat, the client can choose to receive a callback.

They have the option to schedule the call or set up to receive the call as soon as the first agent is available. This feature gives more autonomy to the clients who can choose how they prefer to continue the contact with the company. As a consequence, it improves user experience and adds more credibility to your business.

Customer Callback Benefits#

Enhance Customer Experience#

User experience is highly affected when you provide personalized assistance. This includes giving customers the option to choose how they prefer to get in contact with your company. 

For example, when you make several communication channels available, such as AI assistant, live chat, e-mail, and callback, customers have the freedom to opt for what they feel more comfortable with, and this influences positively how your brand is perceived. 

Increase First Contact Resolution Rates#

If you count on a prepared team of agents, able to solve different types of demands, you can increase first-contact resolution rates with customer callback. Your team will analyze their request and provide the best solution in one call.

A scheduled callback allows your agent to study the customer's previous interactions, and know more about them. This way, your agent can give a more accurate response that will suit the customer's needs. 

Reduce Call Abandonment Rates#

Customers often abandon calls when they call a company and have to wait too long in line to be answered. The callback feature solves this problem since the call will be scheduled, and you will call your client, not the other way around. They won't have to go through several steps to talk to an agent, reducing the stress and preventing your customers from wasting their time. 

Lower Costs#

Customers left on hold cost you money because they are queued on phone lines, which are charged. The longer the wait, the higher the costs. With callback, you solve that problem as customers won't have to hold online. 

Get More Qualified Leads#

People who are trying to get in contact with your company already show an interest in your products and services since they are those looking for you. They are qualified leads with a high potential to close sales.

You can enjoy the callback to close sales or get to know more about the customer to enjoy future opportunities to convert them into clients. 

Customer Callback Best Practices#

Get to Know Your Client Before the Call#

To offer personalized assistance, it's essential to search if there is any data about the client or lead you are going to contact.

Analyze their previous interactions, and try to identify the types of products and services they are interested in. If the contact is about an issue with the company, check what solutions have been offered before to not give the same ones. 

Send Callback Confirmation and Reminders#

As soon as the callback is scheduled, set up the system to deliver a confirmation message, and also reminders. This way, the customer won't forget about the callback and can separate a time in his schedule to answer it. 

Avoid Repeating Information#

It's very annoying for customers to have to repeat information they already gave to your company. That's why it's so important to use tools like a CRM that stores customer data and allows you to study their previous interactions. 

Avoid asking for repeated information, show you are up to date with what they want to approach, this gives you credibility, and prevents the customer from wasting their time when you could address what really matters for them.

Collect Customer Feedback#

After every callback, ask the customer for their feedback. It can be made on the call, or you can send an email with a survey about how satisfied they are with the assistance provided.

Customer feedback is a valuable tool to assess what are the strong and weak points that need to be improved in your company to offer high-quality customer support.

Discover the JivoChat Callback Feature#

JivoChat is a complete platform with a set of tools that will help you provide excellent customer support with an omnichannel strategy. You can add a live chat to your website, an AI chatbot, integrate JivoChat with several social media channels, and manage all your messages in a single place. 

Besides all that, JivoChat also offers a customer callback feature. Once you install the live chat on your website, the customer has the option to schedule a callback. You can talk to a customer on the phone and send him messages or documents via chat at the same time.

The information about the caller is shown automatically during the call: their city, the source they came from, and what pages of your website they are currently viewing, so you can provide personalized assistance during the customer callback.

Another advantage is that if you are out of the office, you can redirect your calls to your mobile phone. 

What about discovering all the features JivoChat has to offer, including customer callback? Enjoy our free trial and see how our tools will help you strengthen your relationship with your customers and increase sales.