The Pros & Cons of Click to Call

In recent years, click to call services have become a popular tool for businesses looking to bridge the gap between digital and physical customer service. Click to call allows customers to quickly and easily connect with a customer service representative without having to dial a phone number. This technology has several advantages, but there are also drawbacks to consider.

Pros

1. Increased Customer Engagement: Click to call technology allows businesses to interact with customers quickly and conveniently, creating more opportunities to engage with customers and build relationships.

2. Improved Efficiency: With click to call technology, businesses can quickly connect customers with the right person to deal with their enquiry, reducing wait times and improving customer experience.

3. Higher Conversion Rates: By making it easier for customers to get in touch with businesses, click to call technology can increase conversion rates from website visits.

4. Cost Savings: Click to call technology can save businesses money by reducing the number of calls and manual resources needed to handle customer enquiries.

5. Improved Analytics: Click to call technology can provide businesses with valuable data and insights, such as call duration, caller information, and trends in customer behaviour.

Cons

1. Potential for Abuse: Click-to-call technology has the potential to be abused by spammers and telemarketers.

2. Interruption of User Experience: A click to call function can be disruptive to the user experience and can be a distraction while the customer is using a businesses website.

3. High Cost: Click-to-call technology can be expensive to implement and maintain, as businesses need to invest in the necessary hardware and software.

4. Limited Functionality: Click-to-call technology can only do what it's programmed to do and may not be able to meet the needs of a customer.

5. Security Issues: Click-to-call technology can be vulnerable to security threats such as phishing attacks, man-in-the-middle attacks, etc.

Conclusion

Overall, click to call services can be a great way to bridge the gap between digital and physical customer service. However, businesses should weigh the pros and cons carefully before investing in this technology. For customers using the Genesys Cloud CX platform the Click to Call application can help address the cons listed above.