Receiving a Voice Call

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. Voice calls are an instrumental aspect of the selling process, and that's where Qualified's voice call features really shine. When qualified leads are on your website, the Qualified messenger displays and allows them to call with your sales team. In this guide we'll cover the following:

  1. How and when website visitors can call you
  2. The "on hold" experience for your visitor
  3. Receiving and answering a voice call
  4. Terminating a voice call

1) How and When Visitors Can Call You

When qualified visitors are on your website, as defined by your qualification rules, the messenger gives them instant access to your sales team, not only via chat, but also via voice calls. The messenger allows them to initiate a voice call either directly over the Web, or it will optionally ring a phone number they enter manually. This is what the experience will look like for a qualified lead on your site:

When visitors are qualified, they can call you directly through the messenger
When visitors are qualified, they can call you directly through the messenger

2) The "On Hold" Experience for Your Visitor

When a qualified visitor calls you, their inbound call is put into a queue for your reps to answer. Until a rep answers the call, the visitor will be placed on hold. Your admin can change the name of your company in the Admin settings area of the app. For example, if your company name is "Dropbox" the visitor would hear the following until the call is answered by one of your reps.

The "on hold" experience when a visitor calls and is waiting for a rep
The "on hold" experience when a visitor calls and is waiting for a rep

3) Receiving and Answering a Voice Call

Incoming voice calls are placed in the sales rep queue, they flash on the left side of the Qualified app, a phone ring sound plays, and the browser posts an alert notification. The first sales rep to answer the call removes it from the call queue and the call is now connected to that rep.

Receiving and answering a call initiated by a website visitor
Receiving and answering a call initiated by a website visitor

4) 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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