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The Callback Effect

Understand Your Buyer > How to Engage  > The Callback Effect

What is it?

The Callback Effect is all about providing your customers with the opportunity to request a callback rather than wait in a phone queue or wait for a live chat response. It allows the customer to get on with their day because the responsibility of the call has now been passed to you as the seller.

 

Why does it work?

It works because it can take the sting out of waiting times and it may be a more appropriate way to resolve a problem – especially something that may be technical or difficult to explain.  Some people prefer speaking with humans on the phone rather than using forms or emails (imagine that!) so, if you can make this an option in your business, it’s well worth pursuing.

 

How can you use it?

Requesting a callback can be as simple as having a submission form on your website, or it could be available on other things like live chat (when busy) or as part of your telephone system hold music.

You need to promote it at the moment you think your buyer may give up or get frustrated (or better yet – beforehand)  by placing the onus on you as the company to do the following up, not the customer.

 

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