Webcall is known by many different names; click2call, click-to-talk, click-to-dial, click-to-chat, click-to-text are just a few of them. However, regardless of what name is used, it’s a web-based communication tool which can be used to establish an immediate connection with another person. This can be a phone call, text, video call, or Voice-over-Internet-Protocol. Click to talk can be found on websites, or a hyperlink in an email, blog, flash animations or videos, wikis, and other internet-based user interfaces.
What is Click2Call?
Click2Call is a unique feature to VoIP. Click2Call uses a hyperlink which initiates two phone calls at the same time. One is to the VoIP subscriber’s phone, and the other is to a outbound number. The outbound number is usually a customer, while the VoIP subscriber is usually business. The click to call widget can be used by the VoIP subscriber, or by the customer on the subscriber’s website.
The VoIP subscriber can program in their regular phone numbers, so when they use Click2Call, they choose from the pre-programmed numbers, or enter a new one, and then the outbound number. This means that the call is routed through the phone number. Some providers will allow calls to the primary phone from the web portal, but not all VoIP providers offer this feature.
When the customer is using the Click2Call widget, they enter the phone number into the dialog box. This sends a command to call the VoIP subscriber or their call center, and also sends a command to dial the customer. Billing for this service depend on what plan the subscriber has with their VoIP provider. Some plans are unlimited, while others will depend on what numbers are being called. Generally speaking, SIP to SIP calls are free. PSTN to SIP, or Public Switched Telephone Network, are metered as regular minutes, but PSTN to PSTN are metered as double minutes.
How Click2Call Works
Click2Call is the generally accepted term for the technology, but this is slightly misleading. Request a call back would be more accurate. Click to call usually requires the customer to enter their phone number which allows the site operator to place the call. Click to call technology is often seen on websites to convert web traffic into direct telephone communication between the site operator and the site user. It’s a more developed version of the older PC2PC telephony, with some differences. PC2PC worked by downloading an application onto the end users personal computer, which interfaced with the same application on the other party’s computer, which allowed the two parties to have a conversation.
The current click to call technology doesn’t need the end user to download any additional applications, though it does require that all industry standard plugins are up to date, such as Flash. Actually, modern click to call technology was developed because consumers were reluctant to download the software needed to communicate. Many consumers were concerned about viruses and other malware within the download. Today, Click2Call is a web to phone service, with the call outside the consumer’s computer. It also improves the reliability and the quality of the service.
In its basic form, Click2Call technology allows the consumer to enter their phone number into a web dialog box, and then an intermediary service calls both parties, and connects them. It’s similar to the idea of a three party call, or a conference call. The consumer wants to talk to a representative from the website, so the click to call bridges the call between them. The website operator, or business operator usually pays for the click to call services. It’s unusual for a consumer to be charged for click to call services in web commerce, with a few exceptions such as adult websites. It’s more expensive for a three way call compared to a two way call, but the most cost effective click to call service providers drop off once the connection is made, which stops the operator from being charged for a three way call.
Benefits of Click2Call
VoIP subscribers not only save money on phone calls, but they can reap other benefits as well. Customers can see the company name on the caller ID, which allows them to recognize the call. Subscribers can also call home or hotel phones, which means that the customer can have a more comfortable long conversation.
Click2Call also converts web traffic into actual phone calls. As consumers are able to talk to a real person, it helps overcome some of the psychological barriers to sales. Click2Call can be used as a way to generate leads. Companies with click to call widgets on their website have been proven to have a lower rate of website abandonment, lower cart abandonment, higher conversion rates, and as they can view the website at the same time, their customers are more informed and ask more detailed questions. Click to call can be used all day every day, and can go to voicemail or arrange a future call time if it’s after company hours.
A Click2Call widget gives the consumer the option to talk to a live agent, ask questions, find information or resolve an issue. It also allows the agent to guide the consumer through the website and allows the call center to streamline incoming calls. As a general rule, incoming calls come into a central location, and are then routed according to the pre-set rules. It allows calls from a specific page on the site to go to an available agent directly. The agent will know which page originated the call, and be better placed to handle the call efficiently. The call doesn’t need to be routed and the customer doesn’t need to be placed on hold.
Click2Call is becoming a fundamental aspect of e-commerce websites, and those without the option can find that visitors will look elsewhere. Given all the benefits that it brings, and that it is a relatively low price service, it should be utilized as the valuable tool it is.