7 Best Practices When Implementing A CallBack Software on Your Website


With high speed internet and instant gratification culture today, callers demand for less waiting time and have a better experience when calling customer service. Normal methods of calling a customer, with long waiting time or bothersome voice menus, just do not cut it anymore.

One of the best alternatives to traditional calls is a callback software. Callback software is what allows a caller to hang up when they have been waiting for a long time, which rids them of the number one issue a caller faces when they try to reach a customer service agent.

The market has a lot of callback solutions these days, each specified to their own characteristics, but each one of them serves to provide a pleasant and efficient experience to the customers. Although it sounds simple, it can be quite tricky to fully set up a callback solution to provide your customers with the best service. You need to understand your caller’s needs and set up the system in a way that it provides a great experience to them and fulfil their needs.

If you are setting up your callback software and are assessing how to customize and implement them, here are a few practices to keep in mind.

1. Measure the problem you are solving before implementation

The best way to measure the performance of a service or a product is to measure your work efficiency before you purchase said service. When you have data of how you were performing before you had the tool, you can easily compare it to your performance after you implement it and then compare the results.

In the case of a callback software, you probably want to use it to increase the number of calls and conversions on your website. Before implementation, you’ll need to take a note of your current calls per month and website conversion. You can also use Google Analytics to see past and present changes (elaborated later). Once you’ve done that, you may then proceed to implement the callback software, measure the results you get from it and then use them to compare to the results you got before.

2. Prepare your CS reps

You customer support agents are the backbone of the support system. A lot of the feedback that clients provide on customer support services depends on the agents that are on the other side of the call. You agents must be prepared to answer the calls quickly and immediately. Agents who are slow at receiving calls usually get declined and that leaves a bad mark on your service.

Every customer support professional knows that there are a certain set of common questions that customers usually ask. Since most of the questions are predicted, it is safe to create a script for a certain list of questions that your agents can use and implement in their calls.

3. Customize to your website

Customize the way your visitors can see the callback widget. You can customize it in many ways, choose to customize it in a way that it represents your company. You can add custom text, add your own logo and change the widget colors to match your website or brand colors. Brand coherence is vital.


4. Set up automated call follow-ups

After a successful call with your customer, you’ll then need to follow up to engage your customers and push things forward and towards a sale. Without follow-ups, your hard-earned lead and slowly turn cold. Following up a lead as quick as possible ensures that you strike while the iron is hot.

Some callback software (like Novocall) goes on step further than normal calls, by providing automated sms follow-ups. These sms follow-ups are automated, but also customizable and personalized, based on the information your lead provided previously. This allows you to continue to warm your lead without taking too much time from your agents.

You can also further automate your follow-ups by integrating to email providers and send automated emails after calls.

Lastly, follow-ups can also be in the form of lead recovery. In the case when your calls are missed or failed, your sales team can automatically drop in an sms to your prospect, requesting a reschedule.


5. Integrate to Google Analytics to track your campaign performance

Analyzing your campaigns is a very important way to keep them running successfully. The data that you get can help you make critical changes that would help you improve or eliminate mistakes from your campaign. Our best choice for an analytical tool is Google Analytics.

When a visitor lands on your website, Google Analytics records the pageviews along with the source and medium that the visitor originated from. The “source” is the domain that the visitor came from, and the “medium” is a classification for different kinds of traffic. There is also a “campaign” parameter that can be used to further segment your traffic.

6. Record your calls

According to research, people only remember 10% of what they’ve read, 50% of what they’ve seen and heard, and 90% of what they’ve done. By providing your agents with actual recordings of good and bad calling examples during training sessions, and have them simulate calls afterwards, they’ll be able to learn and provide high-quality customer service faster.

This is possible thanks to Novocall’s call recording feature, which allows every single call to be automatically recorded. That way, you can easily keep all audio files for future usage if necessary. Novocall provides effective solutions to your call monitoring problems.

7. Blacklist Spam Numbers

When you are receiving a heavy amount of traffic, you are prone to receiving spam calls too. Having spam numbers call you can be very harmful to your customer experience. When there is a set of spam numbers calling you back to back, your actual customers would have to wait longer to get in touch with you, which is the last thing a customer wants. So, a wise tactic is to blacklist the spam numbers with your call back software to avoid receiving unwanted calls altogether. This will help you get rid of distractions and remove anything between you and your customers.

Written by

JJ Huang

JJ is the Co-Founder of Novocall. When he’s not busy building the Novocall brand, he spends his time watching crime shows and documentaries.

Written by

JJ Huang

JJ is the Co-Founder of Novocall. When he’s not busy building the Novocall brand, he spends his time watching crime shows and documentaries.

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