The benefits of call me back & call me now in your customer service

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Call me back and call me now are gaining popularity in customer service. These features let customers decide when they want to be called back, and companies can schedule calls more efficiently. It’s a win-win situation for both parties. In this blog, we’ll explore the benefits, possibilities, and challenges of these options. But first, what exactly do they entail?

What is call me back?

Call me back is a feature in chat interfaces or on websites that allows customers to request a callback from a company. Instead of waiting on hold, customers leave their contact details and a preferred callback time. An agent will then call them back at the scheduled time.

Call me now, on the other hand, lets customers request an immediate call from an agent. Once this option is selected in the chat, the customer receives a call within a few minutes. This feature is ideal for situations where the customer’s issue cannot be resolved through chat alone.

The benefits of call me back and call me now

These features empower customers to choose when they want to be contacted by your company, leading to higher customer satisfaction. After all, who doesn’t like the idea of skipping the waiting line?

But the benefits aren’t limited to customers. For companies, callback requests can lead to more efficient use of agents. By scheduling outbound calls, agents know exactly when to expect them. This reduces the need for reactive responses to inbound calls, making it easier to manage time effectively. Scheduled calls also help agents balance handling emails and chats, ultimately reducing costs.

It’s important to note that implementing call me back and call me now requires time and effort. Seamly takes care of this for you. We ensure a seamless integration within your existing systems, up and running in just a few weeks without any interruptions.

How does Seamly help implement call me back and call me now?

We provide a user-friendly chat interface that integrates these features and establish the necessary workflows to ensure smooth callback management. This includes automated confirmations, reminder texts, and scheduling based on customer preferences.

We also help manage inbound call traffic. If call volumes are high, we redirect these calls to other channels, like chat, to prevent your phone lines from getting overwhelmed and to ensure customers still receive prompt assistance.

Additionally, we offer the option to have a voicebot prepare the conversation in advance. The bot gathers key information from the customer and passes it on to the agent handling the callback. This way, the agent is well-informed, and the customer’s issue is resolved more quickly.

Keep your promises

Offering a call me back option is great, but only if you follow through. Make sure you honor your commitments and let customers know they’ll be called within a few minutes. A simple text message can remind them to pick up the phone, ensuring that both their time and your agent’s time are used efficiently.

Ready to leverage the power of call me back and call me now? Contact us today and discover how Seamly can help elevate your customer interactions!