Add Click-to-Call to Connect With Your Customers Right Away

Increase sales and improve your customer experience by adding click-to-call to your website or app. It’s simple and fast with the Twilio Programmable Voice API.

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Add Click-to-Call to Connect With Your Customers Right Away

Your website or app may be full of useful information, but sometimes, your customers really just want to talk with a real, live person. Perhaps they want to know more about your product or service before they make the decision to buy, or maybe they have a support issue and don’t want to wait around for email. On many websites, a company phone number is either hidden in a hard-to-find contact page or absent altogether. The message is clearly, “Don’t call us.”

But what if you’d like to send a different message? If you want to show your customers that behind your business are warm, friendly humans who’d like to connect with them, then click-to-call is for you.

What is Click-to-Call?

Click-to-call, sometimes called click-to-talk or click-to-dial, is a way to let people connect with a company representative by phone while they’re browsing a website or in an app. The technology that powers this is a simple Programmable Voice API, and it can make a big difference in increasing sales or resolving support tickets more quickly. There are a number of ways it can work.

Within App or Browser

With one click, the user initiates a voice call directly from their browser or app. For example, Airbnb created Voice Connect, a click-to-call application that lets hosts call potential guests simply by clicking a link on Airbnb’s site or within the Airbnb app. With Voice Connect, hosts and guests connect using masked numbers, which allows them to keep their personal phone numbers private. Click-to-call is easy to add to any website or app, using VoIP so the call connects over the internet rather than by phone.

Receive a Call Back

A button, image, or text on the site or app lets the user enters a phone number and requests an immediate call back. While the call is being established, contextual information about the customer—such as their name, the page they’re looking at on the website, and any other relevant information the API can access—is passed over to the representative who is placing the call. The customer doesn’t have to actually enter this information, the service knows it automatically. An HTTP request created by the web form initiates an outbound call to the user’s phone number and the user gets their callback right away.This process allows users to receive highly personalized customer service, with the easy click of a button.

Many companies choose to offer their customers both text chat and phone options as ways to connect, and find that the device they’re using affects the option they choose. For example, Twilio customer iAdvise finds that 70% of their customers opt for text chat when connecting to their site on desktop, and 30% choose voice calls. However, when customers are on mobile devices, the percentages are reversed, with 70% of users selecting click-to-call to connect via live voice chat.

Why Do Businesses Need Click-to-Call?

You may be wondering, “Do people really talk on the phone anymore?” The answer is, actually, yes. In fact, studies have shown that 88% of website visitors are more likely to contact your company if you provide a click-to-call button. And if they’ve taken the initiative to talk to you, chances are greatly increased that they’ll buy from you too. According to Forrester Research, consumers will spend more than $1.12 trillion through click-to-call mechanisms in 2017. Let that soak in for a moment.

The numbers really do speak for themselves. Market research shows that adding a click-to-call button can lead to a 200% increase in call-to-conversion rates. That’s a big number! But in addition to helping you increase sales and customer satisfaction, adding click-to-call functionality could help you reduce negative impressions as well. In Google’s research of 3,000 mobile users, 47% said they were more likely to explore a company’s competitors if there wasn’t a way to directly call the company, and 27% reported they are less trusting of a company when there isn’t a way to connect by phone.

Click-to-Call Within a CRM

Another way that businesses use click-to-call is for sales and support agents working in a CRM. Twilio offers an integrated dialer that lets reps automatically place outbound calls with just one click. For example, with Lighting Dialer in Salesforce, one click calls a customer and opens their entire contextual record. Reps can take notes seamlessly, automatically log calls, drop pre-recorded voicemails, power through call lists, and more.This ability to “click” the phone number without manually entering it saves time, reduces errors, and increases agent efficiency.

How Do You Add Click-to-Call to Your Website or App?

The easy way for businesses to add a click-to-call system is through an API like Twilio. Twilio works with browsers built with JavaScript, Android, and iOS. Add-on features like TaskRouter let you route calls to the best agent to provide an even better customer experience. Adding click-to-call to your website with a Twilio SDK is fast and can be accomplished in a matter of minutes. It’s also affordable, with calls starting at $0.0025 per minute. And you always pay only for what you use—no monthly fees or sign-up costs.

Ready to get started? Add Click-to-Call to your website here.