Immediate callback transforms customer relations. This revolutionary feature lets you respond instantly to your prospects’ and customers’ requests. No more long waits to contact customer service!
Find out how Kavkom’s free immediate callback can increase your conversion rate and customer satisfaction.
Whether you’re in the energy sector like EDF or Iberdrola, in telecoms like SFR, or in tutoring, immediate call-back is suitable for all sectors.
Ready to deliver an exceptional customer experience?
Understanding immediate recall: principles and benefits
Definition and operation of immediate recall
Immediate callback is a revolutionary service that allows your customers to be called back quickly by your customer service department. Here’s how it works:
- Your customer visits your website and clicks on the “Callback request” button.
- He enters his phone number and selects a time slot.
- The Kavkom system automatically assigns the call to an available advisor.
- Your customer is called back within minutes, with no waiting.
This technology integrates perfectly with your existing VoIP telephone system. It works from Monday to Friday, or even 24/7, depending on your needs. Whether you’re an EDF advisor, Iberdrola customer service or a private tuition company, immediate callback adapts to your business.
The benefits of immediate recall for your company
Immediate recall offers many advantages:
- Reduce waiting time: your customers no longer wait in line.
- Improved customer experience: show that you respect their time.
- Increased conversion rates: up to 30% more conversions.
- Optimization of resources: your advisors manage their time more effectively.
For example, since adopting immediate callback, SFR has seen a 25% increase in customer satisfaction and a 40% drop in abandoned calls.
Comparison with traditional customer contact methods
Here is a table comparing the different methods of customer contact:
| Method | Efficiency | Cost | Customer satisfaction |
| Immediate recall | High | Medium | Very high |
| Toll-free number | Average | High | Average |
| Contact form | Low | Low | Low |
| Online chat | High | Medium | High |
Immediate call-back stands out for its efficiency and the customer satisfaction it generates, while keeping costs under control.
Set up immediate callback with Kavkom
Kavkom’s instant callback features
Kavkom offers a free and immediate callback service with advanced options to optimize your business telephony:
- Customize schedules: adapt reminder slots to your business hours.
- Multi-channel integration: offer reminders on your website, mobile application and social networks.
- Intelligent routing: direct calls to the right people with advanced routing features.
- Queuing: manage call peaks efficiently.
- Interactive Voice Response (IVR): direct your customers to the right service.
These features integrate seamlessly with the other tools on the Kavkom platform:
- Hybrid CRM: access customer history before each callback.
- Advanced call statistics: track the performance of your callback service.
- Call recording: improve training for your advisors.
Whether you’re in e-commerce, customer service or corporate telephony, Kavkom adapts to your specific needs.
Integrate immediate callback into your website and applications
Here’s how to easily integrate the Kavkom immediate reminder widget:
- Log in to your Kavkom account.
- Configure your call routing options.
- Customize the widget’s appearance to suit your corporate identity.
- Use Click to Call to add a callback button to your site.
- Integrate the widget into your website, mobile application or softphone.
Kavkom also offers APIs for further integration with your existing tools.
Customization and advanced settings
Tailor immediate recall to your specific needs:
- Define routing rules: for example, use call cascading to optimize management of peak activity.
- Configure your Interactive Voice Server: direct your customers to the right service right from the start of the call.
- Integrate with your CRM: synchronize customer data for personalized service.
Usage scenarios :
- E-commerce: offer immediate call-back for questions about orders.
- Customer service: offer your customers fast, efficient support.
- Teleworking: ensure continuity of service, wherever your employees are.
With over 8,000 satisfied customers, Kavkom can help you set up an immediate call-back solution tailored to your business.
Optimizing the use of immediate recall
Training your teams to use immediate callback
To make the most of Kavkom’s immediate recall, train your teams efficiently:
- Reactivity: Teach your advisors the importance of calling back quickly. A customer called back within 5 minutes is 21 times more likely to close a sale.
- Quality of exchange: Train your agents to:
– Use Kavkom’s hybrid CRM to personalize every call
– Master telephone scripting for smooth communication
– Use conference call and accompanied call transfer functionalities - Customer follow-up : Teach your teams how to:
– Use the detailed call log for accurate follow-up
– Exploit the customizable fields for your database and the customizable qualification tags of the CRM
– Schedule reminders via the CRM shared calendar
Tip: Use discreet listening and call whispering to coach your agents in real time.
Performance analysis and continuous improvement
To optimize your immediate callback service, follow these key metrics:
- Response rate: percentage of successful callbacks
- Average callback time: time between request and actual callback
- Conversion rate: percentage of callbacks leading to a sale or resolution
Use Kavkom’s dashboard and advanced call statistics to :
- Identify activity peaks and adjust your workforce
- Identify top performers and share best practices
- Identify areas for improvement in your recall process
List: Checklist for maintaining the effectiveness of your immediate recall system
□ Check call statistics daily
□ Listen to call recordings regularly to assess quality
□ Update your phone scripts based on customer feedback
□ Regularly test your callback system from different devices
□ Continuously train your teams on new Kavkom features
□ Analyze customer feedback to identify areas for improvement
□ Optimize your routing rules based on observed performance.
Immediate recall at the heart of your omnichannel strategy
Integrating immediate callback into a seamless customer journey
The Kavkom immediate callback fits perfectly into your omnichannel communication strategy. Here’s how to integrate it at different stages of the customer journey:
- Prospecting :
- Add a “Call me back” button to your landing pages
- Use Click to Call to facilitate contact from your online ads
- Sales :
- Offer immediate reminders on your e-commerce site’s product pages
- Include a reminder option in your abandoned cart follow-up emails
- Support:
- Offer immediate callback as an alternative to the toll-free number on your “Contact” page
- Integrate the reminder widget into your FAQ for rapid assistance
Example: A customer visits your website to sign up for a contract with Iberdrola. He hesitates and leaves the page. With Kavkom’s immediate callback, you can :
- Send him an email with a link “Be called back by an energy advisor”.
- If he clicks, he is put in touch with a specialized agent within 5 minutes.
- Thanks to Kavkom CRM, the agent has access to the customer’s browsing history and can personalize his approach.
Synergy between immediate callback and other communication channels
Effectively combine immediate callback with other tools for a consistent, personalized customer experience:
- Email + Call back :
- Send email campaigns with a “Call me back” button
- Use the Kavkom automatic caller to automatically track unopened emails
- SMS + Immediate callback :
- Send SMS appointment confirmations with the option of requesting a reminder to modify the appointment.
- Use Kavkom CRM’s SMS function for personalized reminders
- Online chat + Immediate callback :
- Offer an immediate callback if the chat queue is too long
- Easily transfer a chat conversation to a call with the Kavkom softphone
- Social networks + Immediate callback :
- Integrate a “Call me back” button on your Facebook and LinkedIn pages
- Use Kavkom’s intelligent routing to direct these requests to specialized social media agents
By combining these channels, you give your customers the flexibility to contact you as they wish, while maintaining a consistent, personalized experience.
