Initiating a Voice Call

In many cases a live chat is a great way to start a conversation, but when the conversation gets going, chat often breaks down due to the delays when typing. As a result, many sales reps want to upgrade from a chat to a voice call instantly, without the hassle of asking for someone's phone number, or setting up a conference call, or going through the pain of starting an online meeting. Voice calls are an instrumental aspect of the selling process, and that's where Qualified's voice call features really shine. In this guide you'll learn the following:

  1. When to initiate a voice call
  2. How to initiate a voice call
  3. What the website prospect sees on your site
  4. Options for the prospect to join a call
  5. Terminating a voice call

1) When to Initiate a Voice Call

As a sales rep using Qualified, the best time to initiate a voice call is when you're already engaged with a prospect via chat. While chat is a great way to start a conversation (initiated by you or the prospect), you can have a higher fidelity conversation over voice, answer questions quickly and engage your prospect to get what you want out of the conversation. If you looking to identify common things like budget, authority, need, and timeline, these are all things most easily achieved in a voice call. Here is an example of a live chat session between a rep and a prospect that is seamlessly upgraded from chat to voice.

Upgrading a live chat to a voice call for maximum selling productivity
Upgrading a live chat to a voice call for maximum selling productivity

2) How to Initiate a Voice Call

Initiating a voice call is simple, in the Qualified sales console, you can easily initiate a voice call by clicking on the phone icon right at the top of the chat session window. Prior to initiating the call it's a good idea to chat a message like "calling you now..."

Click the phone icon to initiate a voice call
Click the phone icon to initiate a voice call

3) What the Prospect Sees on Your Site

After you initiate the call, the prospect sees a message for an inbound phone call. This might be a bit jarring because many prospects aren't used to having a voice call placed right through your website. but if you send a quick message like "calling you now..." they wont be alarmed when the following voice call prompt appears in the messenger.

The website prospect sees a voice prompt to accept or transfer to phone
The website prospect sees a voice prompt to accept or transfer to phone

4) Options for the Prospect to Join a Call

A prospect has two ways of joining the call that you initiated. They can join via web, which will connect the call right through the microphone and speakers on their computer, or they can join via phone which will place a call to the phone number they enter into the messenger. Let's look at each of these flows in a bit more detail.

Joining a Call via Web

When a prospect chooses to join the call via their web browser, they are electing to use their computer microphone and speakers to communicate. In order to do this the computer operating system will ask them to allow use of their microphone and speakers. After allowing use of the microphone, the prospect has now joined the call and both parties can talk. Let the selling begin!

Joining via Web requires the prospect to allow microphone
Joining via Web requires the prospect to allow microphone
A voice call in session via Web
A voice call in session via Web

Joining a Call via Phone

When a prospect chooses to join a call via phone, they simply type the phone number of their landline or mobile phone. Qualified will then ring their phone and when the call is answered, both parties can talk. The salesman has entered the building!

A prospect accepting a voice call and transferring to their phone
A prospect accepting a voice call and transferring to their phone

5) Terminating a Voice Call

Either part may terminate a voice call by clicking on the red "hang up" icon, either on the computer, or simply hang up if speaking over the phone on a landline or mobile phone.

Either party may terminate a voice call by hanging up
Either party may terminate a voice call by hanging up

Summary

In many cases a live chat is a great way to start a conversation, but when the conversation get's going, chat often breaks down due to the delays when typing. As a result, many sales reps want to upgrade from a chat to a voice call instantly, without the hassle of asking for someone's phone number, or setting up a conference call, or going through the pain of starting an online meeting. Voice calls are an instrumental aspect of the selling process, and that's where Qualified's voice call features really shine.

Next Steps

As a next step in your education, you might find the following guides useful:

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