Frequently Asked Questions
If you have a particular question please send us an enquiry or speak to us for free using click-to-call.
Q: What is Click-To-Call?
A: Click-to-call technology on your website can decrease web abandonment and increase online sale conversions by up to 80%. Strategically place our call back button on your website, and your browsers can receive an instant call back from your sales team at no cost to them. The service works to anywhere around the world using any telephone line. ButtonTel provides you with the function to capture all your browser's important details to turn your browsers into buyers.
The ButtonTel International Call Back Button is the most deployed product on our clients' web sites. Simply speaking, it allows a browser in any country to receive an immediate call back from your team, without the inconvenience of an International FreeCall number. Included in the button service are ButtonTel's powerful online account management tools, allowing you to track and manage calls in real time. This service has been proven to deliver international customers directly to your call centre agents, putting them in touch with you quickly and simply.
Q: How will it benefit my business?
A: ButtonTel click-to-call services can save your business money on the cost of converting browsing prospects into buyers. Most companies have a presence on the web, but few business websites are able to bridge the gap between the anonymity of the web and direct, person-to-person customer contact. Providing your customers with a click-to-call button at the right moment enables them to get in touch with you quickly and easily, and allows you to capture critical customer details efficiently. Included in the button service are ButtonTel's powerful online account management tools, allowing you to track and manage calls in real time, and receive important feedback on how well each area of your web site is working for your customers.
Q: How does the click-to-call button work?
A: When a visitor clicks on the ButtonTel button, a dialogue box appears, requesting the user's name and phone number. Once submitted, this triggers a message to our server to dial the caller's phone, whilst simultaneously calling the agent at the sales desk. The two calls are then patched together.
Q: Who pays for the call, how much is it and how is it charged?
A: The service is free for the caller, therefore you -- the client -- would be charged for any calls made to you via our services and products. The call charges are very competitive, and vary depending on the global location of the caller. UK landline calls received are generally cheaper than an 0800 free call. ButtonTel will provide you with a list of rates depending on your destinations and usage levels.
Q: How long does the call back take?
A: The call back is instant and seamless. Try it now for free!
Q: Does the Bbuttons work internationally?
A: Yes; unlike freephone numbers, callback buttons can be used globally.
Q: What happens to the call if it comes in when the office is shut?
A: You can either have the number routed to another line, or route the calls to a 3rd party call centre, or simply give the caller a message regarding your hours of operation.
Q: Can I ban calls from certain countries?
A: Yes, call barring can be set up for specific countries or phone numbers.
Q: Can you change the design or look of the button?
A: Yes, we can create custom designs to look however you likeyour specifications.
Q: Can I have a button on every page?
A: Yes, you can have as many buttons as you feel necessary. We suggest you use different phone numbers to pinpoint the exact person to best address the content the visitor is seeing. You can point to as many different numbers as you have buttons.
Q: How many DDIs can I connect to a button?
A: You can only point one DDI to each button. If your contact centre is split into different groups or geographical areas then each individual access telephone number will need a button; however, ButtonTel click to call integrates seamlessly with a call centre's ACD so you can distribute calls to agents as you see fit.
Q: What happens if I miss the call?
A: All calls are registered and available in report format. The reports will show all calls received, missed or unanswered. Our call back service will send an email to your designated email address with the missed callers' details and numbers.
Q: What happens if a customer tries to request a callback when our office is closed?
A: The user can receive a message saying that your offices are closed. An email will be generated to you and all the customer's details will be captured and can be found in your online portal.
Q: What happens if the call doesn't get through to either my call centre or the customer?
A: You will be sent an email containing all the customer's details so that you can return the call. This information can also be found in the online control panel. If the customer entered their email address, they will also receive an email confirming that you have received their request.
Q: What if I need to make changes to the button or the details behind it?
A: You will have access to an online portal where you are able to manage the button, its appearance and the phone numbers associated with it.
Q: Can I brand the service with my logo, colours, voicemail and text?
A: Yes, all of our buttons can be branded in order to maintain company image and brand awareness.
Q: How can I check what calls I have received and by whom?
A: All customers are given a free, secure online call tracking account, giving you visibility of all the calls that you have received. This reporting tool will also allow you to export any chosen information into marketing reports, in order to monitor and check your sales conversions, busiest times of day, busiest month, most successful area on the website, etc.
Q: Do pop-up blockers affect the button appearing on the page?
A: Yes, if the customer's computer is set to block pop-ups, the button needs to be designed as a "slide-in" or "pop-under", enabling it to appear in a separate window.
Q: What special software or hardware is needed to use the ButtonTel solution by the customer or web site owner?
A: None! Only phone lines to receive the connected calls are needed.
Q: Are two phone lines needed?
A: No. Customers with only one line can request a call later and can be contacted at the time most convenient to them.
Q: As a business owner, do I need 24-hour phone coverage?
A: That depends on your needs. You can divert your calls to a third party contact centre, or you can simply return the calls during your office hours.
Q: Will the web call-back button integrate with my contact centre/queues/ACD groups?
A: Yes. There is no need to change the setup of your contact centre; ButtonTel solutions can send simultaneous calls to a single contact centre number.
Q: What happens if all my incoming lines are busy?
A: The visitor's call may go into your voicemail system if it is configured to answer when all lines are busy. If our system gets a busy signal from your phones, it will make four attempts at one-minute intervals and then abandon the call if it cannot get through. It will then follow up with an email to you containing all the customer's details.
Q: Is web callback an internet telephone service (VoIP)?
A: No. Although ButtonTel is initiated over the internet, the voice transmission does not take place on the internet. ButtonTel uses the public switch telephone network to ensure reliability and quality.
Q: Can I send calls to my 0800 number if I want to?
A: Yes. The ButtonTel solution can send calls to any number, including 0800 numbers.
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