Companies are increasingly aware of the importance of the customer experience (CX). To meet the expectations of their customers and prospects, more and more companies are using Web Call Back. This functionality, materialized by an action button on the website, allows the visitor to be called back by an advisor as soon as he/she is available or at the time of his/her choice, using the telephone number he/she has entered. Web Call Back thus contributes to improving customer satisfaction and online conversion rates, by bringing a human dimension to customer relations on digital paths.

The telephone, a popular means of communication

Telephone is the most popular means of communication with consumers for customer service, as it is more accessible than a face-to-face conversation and more human than an email or chat. With Web Call Back, connecting online customers with an advisor by phone is simplified and effortless. Using the telephone number, the advisor can identify the customer and consult the information available on his or her profile to quickly resolve the problem and enrich customer knowledge.

Increase customer satisfaction and optimise your conversion rates

Long waiting times and the difficulty of reaching an advisor by phone are often cited by consumers as negative points about customer services. Web Call Back allows customers to avoid waiting on the phone by being called back as soon as an advisor is available or at the time set by the customer. By contacting customers at the right time, Web Call Back increases customer satisfaction and loyalty. By responding to customers' expectations at strategic moments in their buying journey, Web Call Back also helps to reduce the number of abandoned shopping baskets and increase the average basket value.

Improve your call centre management

Web Call Back allows call centre teams to better manage flows by minimising peaks in activity and planning outgoing calls. This optimises the organisation of staff working hours and makes call flows more fluid. Web Call Back is a valuable tool for improving the comfort of advisors and the quality of customer service.

Efficient customer service to improve the customer experience

The Web Call Back functionality is part of an omnichannel customer relationship strategy by creating a bridge between the website and the customer relationship centre advisors. It improves the customer experience during the online purchase process and increases conversion rates. Web Call Back should be offered in addition to other customer relationship channels such as email, chat, SMS or social networks.