How does Click-to-Call impact Customer Service?

Click to Call solution is a cloud-based technology that quickly connects customers with a business. It is one of the easiest ways customers can express their interest in the products and services of a company and get connected with a business.

It is a real-time cloud-based calling widget that is strategically placed on the website and mobile app. If the user is interested in gathering more information about the goods and services offered by the company and wants to speak to the company’s representative to get an answer to the queries, then they have to click or tap on the button. The agents get notified of prospective/ existing customers wishing to receive a call-back, and they immediately contact the person.

Apart from establishing quick connectivity, one of the solution’s primary benefits, the click-to-call service, helps businesses provide better customer services. It hugely impacts customer service positively and provides customers with an enhanced experience.

Personalised Regional Greetings: Companies can provide their customers with better CX with personalised greetings in the regional languages. This personalised experience immediately creates an enhanced experience as customers prefer to converse in their preferred local/ regional language. They can express themselves better, and the custom- hold music creates a pleasant call experience.

Call Monitoring: When a business can track and monitor client communication, it can better serve the customers. They can use the call records for Quality Testing and ensure high-quality services and enhanced customer experiences. The data is used to train the agents and improve their efficiency, and with improved performances, they can provide better customer service. The business can record the incoming and outgoing calls in real-time, which they can analyse later to ensure high-quality standards. So a company using the click-to-call solution can provide better customer service by continuously improving its agent productivity.

IVR Integration: The IVR- Interactive Voice response helps businesses to provide better CX. There are multi-level menus, and each menu corresponds to a solution that the callers are looking for to help them resolve their queries faster. Callers can immediately identify the exact solution they need and choose the option. It helps in providing a better customer experience.

Call Routing: Better Customer experience can be ensured by providing callers with faster connectivity. With smart call routing, companies can route/ divert the calls to the available agents. It reduces the callers’ wait time, and they are connected with the agents faster. It is a significant way of improving customer service to a large extent. Often callers have to wait in a long queue that builds up their frustration of not getting a quick resolution to their queries. Most probably, they hang up and may decide not to continue with the organisation. They are likely to switch to competitors, which is a huge loss to the company that cannot connect with its callers faster. So, the click-to-call solution not only provides a better customer experience and also retains the customers.


We can easily conclude from the above discussion that click-to-call services enable businesses to connect with their customers quickly. It makes it effortless for customers to contact them and provides a company an array of other advantages.

The software can be easily set up and activated, and a business can immediately enable its customers to call them effortlessly via the real-time-based calling widget. With a smart plug-n-play solution, a company can integrate the API to install the solution in just a few minutes. By getting the click-to-call services, a company can strive to provide enhanced call experiences and improved customer services at all times. Better CX leads to a higher customer acquisition rate, and the business is also successful in retaining more customers. So the solution helps to build a large customer base and maximise profitability.

Cloud Communications providers such as Knowlarity are helping businesses increase customer engagement with the cost-effective Click to Call solution and enabling them to provide improved customer service. Knowlarity is a widely recognised name in the cloud communication industry that has helped more than 6000 organisations in more than 65 countries. If you need high-quality cloud telephony solutions, relying on a provider trusted by several businesses like Knowlarity would be advisable. For more information on the product, feel free to visit