Using such a link on dextop isn’t as convenient, but it’s also possible. For example, Chrome, when you click on click-to-call, will prompt you to select an app on your computer or send the number to your phone.
Why this technology is needed
Click-to-call simplifies customer feedback. The user doesn’t need to write out a phone number on a piece of paper, copy and paste it into a menu. It only takes one click to take action.
Businesses in this case do not lose leads. This often happens with callback requests – managers call back at an inconvenient time or when the client’s request has been resolved with the help of more savvy competitors.
Pros for business:
- The customer will call you even if he’s not very comfortable. In the car, on the bus, in line–where he wouldn’t do too much to do it.
- The customer feels cared for. Simple and quick feedback technology is the signal, “We’re open to communication!” It builds audience loyalty and trust.
- Simplifies the processing of requests. Managers don’t have to manually process callback requests, call the customer back and wait for a response.
When customers can easily call you, they will do so often and even in situations where they can solve the issue themselves. Hence the downside: a prominent callback button in the app can significantly increase the workload of the help desk and call center.