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What Does Click-To-Callback Mean?

Click-to-callback is an important feature in web forms and
customer relationship management software products that allows customers to get
an immediate call back from a company. With this feature, the user clicks on a button
that triggers an alert at a call center or other area, where a company
representative will call that person back to offer them information about what
they are searching for online.


Techopedia Explains Click-To-Callback

Part of using click-to-callback in a unified communications
strategy involves eliminating some of the barriers to phone conversation. In
this case, rather than requiring full dialing and an inbound call initiative on
the part of the customer, click-to-callback makes it easier to get this initial
phone contact established. If the company cannot immediately respond, they can
send a prerecorded message.

Click-to-callback is being used by big companies to try to establish more effective customer
relationships and therefore drive business outcomes. Alternately, companies can
also use similar tools called “click to chat” to otherwise initiate these connections
and get more proactive about reaching customers. With either kind of tool, it is
important to have someone on the company on the other end to quickly follow up
with customers, which has been identified as a main challenge of these and
other ideas like chat window service on a web site.


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