If you’re interested in our new Qualified voice and video, reach out to your Qualified Success Architect.
Live chat is often a great way to start a conversation, but the progress of your conversation may slow 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, 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 article, you'll learn the following:
- When to initiate a voice call
- How to initiate a voice call
- What the website prospect sees on your site
- Options for the prospect to join a call
- Terminating a voice call
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 more productive conversation over voice by answering questions quickly and engaging your prospect to get what you want out of the conversation.
If you're looking to identify common things like budget, authority, need, and timeline, these are more easily learned via 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.
How to Initiate a Voice Call
Initiate a voice call by clicking on the phone icon at the top of the chat session window. Prior to initiating the call, it's a good idea to send a chat message, such as "Calling you now..."
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 won't be alarmed when the following voice call prompt appears in the messenger.
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 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.
Terminating a Voice Call
Either participant 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.