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The screenshot above shows transactions preceded by a callback.
It shows that the calls obtained through Callback24 brought over PLN 60,000 in revenue to its owner!
And do you know …
How many of your customers have made a purchase following a prior phone call?
How many undecided customers have you convinced by talking on the phone?
How many abandoned shopping carts have you saved thanks to the fact that you quickly picked up the topic?
Start measuring the activities of your customers, focus on active customer service!
Telephone contact is an important step before making a purchase
Our research shows that transactions preceded by a conversation with the customer have a much higher monetary value than “unattended” transactions.
This applies in particular to specialized or simply more expensive products.
Customers usually ask for the product itself or about accessories for it. Thanks to an immediate conversation with you, they can decide on a more expensive variant or additional services.
But talking about the product is not enough.
The need to talk to you may also arise at the stage of finalizing the order.
Imagine a customer with a full shopping cart reaches their shipping method selection.
At this point, the system freezes and prevents it from going any further. What will the client do?
Thanks to the conversation with you, there is a high chance that the order will be finalized.
By the way, it will provide you with information about the error before more customers leave the store.
Remember!
Purchases are made by customers of different ages and with different technological possibilities. A generation of seniors for whom online shopping is a novelty is entering the market. Your immediate help can make a big difference during the purchasing process.
In addition, your products are definitely chosen as a gift. By people who are completely ignorant of your industry. They may also need help.
At every stage of the order, it is worth offering customers quick support to dispel their doubts.
And by the way, having the right tool to measure connections and purchase paths.
Sellers do not call back clients
Answering phone calls from customers is an integral part of customer service and one of the most important tasks for salespeople.
But is it really true?
We conducted a study verifying the effectiveness of telephone customer service at randomly selected sellers. The survey showed that out of 100 calls made, as many as 54 sellers did not answer the phone from us.
This means that more than every second of them lost the opportunity to a potential sale and to acquire a loyal customer.
At this point, it is worth pausing for a moment and thinking – what is the chance that the customer who we do not call back, will contact us again?
Or will he go to the competition?
Of course, sometimes the employer won’t answer the phone – it happens to all of us. Then it is worth calling back as soon as possible, which is also possible with our tool.
The results of our survey show that, unfortunately, sellers do not call back.
Only 5 sellers called us back. Out of 54 companies!
Remember!
The efforts of your marketers and positioners, hundreds of users “delivered” to the website are for nothing. If customer service is not enough, the work of marketers will not translate into sales. And you will lose your money. And nerves.
Callback24 will help you with customer service. But these are not the only functions of our tool.
Callback24 in e-commerce – useful functions
a) Save the abandoned shopping baskets.
Reduce the number of abandoned shopping carts, convince undecided customers. An exit pop-up will appear whenever a potential customer tries to leave your store. Properly formulated content offering help or additional freebies can increase the chance of contact with 15% of customers.
b) Increase your order value!
Integrate with Google Analytics and analyze the call history, broken down into individual advertising channels. Optimize the costs of marketing activities, verify which marketing campaigns customers are calling from the most. All data can be found in the Callback24 Panel and in the Google Analytics panel.
c) Make it easy for the customer to contact you!
Call back the client within 15 seconds! Thanks to effective mechanisms calling for action (widget, pop-up, exit pop-up), you will encourage customers to leave their contact details and thus get them up to 30% more!
d) Find out what your customers need!
Analyze which conversations are related to sales and customer assistance. Compare the sites that buyers are calling from, note down the most common questions and problems. Draw conclusions and create offers even better suited to your target group.
e) Improve the quality of customer service!
Record and listen to conversations, verify tagged connections, check the effectiveness of your salespeople. Collecting incoming, outgoing and callback calls in the panel will make that no customer will be left without help and your return contact.
f) Collect data in CRM!
Together with Callback24, build a database of current and potential customers. Tag conversations, send information about buyers to your favorite CRM. On this basis, create offers, send mailings and build a list of needs for your clients.
How much did Callback24 earn for me? See how to measure it
The tool enables integration with Google Analytics. This integration allows you to easily see how many purchases were preceded by a telephone call.
Integration will allow you to track your goals:
a) related to interactions within the Callback24 widget and pop-up:
– clicking on the widget,
– sending a request for contact in 15 seconds from a pop-up,
– planning a conversation from a pop-up
b) related to interactions within the telephone numbers visible on the website:
– displaying the full phone number on the website,
– hovering the cursor over the phone number,
– clicking on the phone number.
Integrate our tool and check how many customers were provided by Callback24!
Below is a screenshot from one of our clients:
You can read more about connection tracking and integration instructions in this article.
Callback24 – how much does our tool cost?
Callback24 is free for the first 30 days. You can test the full functionality and increase sales in the online store for free.
For the first 30 days you get access to the Demo Premium Package and with it to:
- 400 connections a month,
- historical data for 3 months,
- unlimited number of domains / services,
- unlimited number of consultants,
- statistics,
- reports,
- call recording,
- integrations (e.g. Facebook, Google Analytics, SalesManago),
- call tracking (tracking of incoming call conversion paths).
After 30 days, you automatically switch to the Free Package, which is free forever.
You can also use paid packages.
On a daily basis I am responsible for the development and marketing of the product, I care for relations with clients and partners.
