Call Me…How To Improve Customer Communications By Chris Malta & Robin Cowie At Isnare.com Ezine Articles

The easier you make it to contact your business, the more contact your business will get. That’s why so many small businesses are turning to Web 2.0 applications, such as web-initiated calls to generate sales leads. Also referred to as click and connect, these calls let your customers make live contact with you by clicking a small icon you can paste in your blogs, emails, or website.

Explains Bill Binnig, of http://Jaduka.com, a Web 2.0 solutions provider, “[You] take simple HTML code and drop it in there to create a button users can simply click and initiate a regular phone call.” The benefit to you, as a small business owner, is that you’re gaining live leads who are already interested in whatever product or service you’re offering.

Removing Resistance
Web-initiated phone calls help you overcome the disinclination a customer might have to actually getting up and dialing your website’s 800 number. It may sound trivial, but the resistance is often more mental than physical. Consumers are wrapped up in their computers and find it easier to simply click a button than to tear themselves away to dial a number. Click and connect meets them at their point of impulse to call and makes it simple and convenient for them to do so.

Changing for the Better
Offering this service to customers provides your business with a number of advantages:

• Improved Customer Service. You’re making yourself available to address any questions or concerns potential customers might have. A study by the Meta Group suggests that interaction with a live customer service representative can decrease your shopping cart abandon by anywhere from 10%-45%.

• Enhanced Affiliate Marketing. Use click and connect as an effective affiliate marketing tool by posting your call button in affiliate banners and ads.

• Set Hours. Unlike other forms of advertising, you can actually set your phone icon to only take calls during normal business hours. If a customer calls during off-hours, you can leave them a message telling them when you’re open for operation, or offer voicemail for them to leave a call-back number.

• Measured Results. With trackable results, you can see how many calls your promotional initiative produces and what your ROI is, so you know how to leverage your advertising budget effectively.

• E-Greetings. You can customize and send virtual reminders via email to clients, patients, and customers to ensure they remember their appointments with you. And they can instantly confirm their meeting by clicking the button you place in the note. You can also use e-greetings to send out coupons or promotions that allow customers to click to order.

Web-initiated calls make it easy for your audience to come to you, and interact with you. The bottom line is that you’re increasing communication with your customers and providing service that’s more convenient - for them and for you. Asserts Binnig, “Our technology facilitates a complete connectivity which results in better sales and better service for small businesses.”

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