A website callback system

Callback systems

Your website must allow your customers to contact you quickly and efficiently - whether you are in the office or not. A feature being adopted by an increasing number of websites is a callback system. Placing a callback facility on your website is not just for large companies where these systems already prevail but is a must have facility particularly for those businesses that are not office bound.

Peace of mind

Adding a callback facility to your website gives you peace of mind - especially for those businesses that operate away from an office.

Your customers can always contact you.

You won't find this GREAT FEATURE anywhere else!

The callback system is optional. If you don't require a callback system then one tick in your control panel will disable it.

How it works

  1. One of your customers wants to contact you via your website.
  2. They enter their contact details on a form and click the 'Callme' button.
  3. You are immediately alerted that a customer has requested a callback.
  4. You return the call and are now talking to a customer.

It's very impressive and shows that you are a customer focussed company and value their enquiries.

Features

  • You can specify the times when the system operates.
  • You can choose which numbers you wish to make return calls to.
  • You can customise the message presented to your customer after they request a callback.
  • Full call logging within your control panel.

Main users

Everyone should be using a callback facility but in particular businesses that operate away from an office find the system invaluable because it ensures their customers can contact them wherever they may be. So if you operate outside of an office environment you should be using a callback system. Here are some examples:

Driving instructor

My car is my office

During the day my office is my car but I still need my customers to find me. My website gives all the details of the services that I offer yet I am reluctant to rely on potential customers phoning me up on my mobile number. Offering them the office number is of little use since I'm not normally there. I take email but I can only reply in the evening and after a day on the road I really need to be relaxing!

So I offer a callback facility. What I needed was a callback system whereby I did not need to respond instantly to the request because I may be taking a driving lesson and would not want to distract the person under tuition - apart from the safety issue it would be very discourteous.

So my callback system quietly alerts my phone and the response message that I present to the person requesting the callback advises them that I may not reply immediately because I may be taking a lesson. At the earliest opportunity I park and reply to my customers.

Hotelier

I own a hotel and our bookings have many features and options and is something I could not trust to an automated shopping system. I find that my customers prefer to talk to me to discuss the finer details of their accommodation. I cut call costs to a minimum because my website has already given them the information they require but they still like to bounce a few ideas across me before placing a booking which I subsequently take from them over the phone.

Electrician

My website contains fairly static information, in fact I tend not to go near a computer too often and that includes email. I once used email but I was spending a lot of time responding to technical enquiries with long detailed answers that was time consuming and inefficient. So I removed the email link and now ask that customers request a free callback. I operate a callback facility and take requests wherever I am currently working.

Sole trader

Talking to customers

In or out of the office I'm always available to take a sales enquiry. The customer making the callback request does not realise that it's Saturday afternoon and I'm on the high street doing some shopping. They must think I'm very dedicated to be always in the office and always available.

The problem with running a business as a sole trader is that too often I am away from the business. For me this is usually collecting fabrics for the garments I make, or at the bank or at the accountants... At a guess I'd say I am away from my business about 20% of the time and when I was away I'd be thinking about the lost sales.

Now that I have the callback facility it gives me peace of mind. At least I know my customers can always contact me.

Tomorrow, Sunday, an exhibition at the Birmingham NEC and I can still continue trading.

In the office

Our legal company offers our website users a callback facility as well as the standard methods of contacting us. I'm in the office during the day and have a callback button for taking general enquiries that operates between 9.00am to 5.00pm.

It makes our website and the image we present to our prospective clients very friendly and the personal touch takes away many of the formalities usually associated with our business. We like to call our customers and discuss their requirements and both parties benefit greatly.