How does InstantConnect work?
Once a chat conversation has been qualified the chat agent will offer the option to get on a call with a sales representative. If the visitor wants to move ahead they will provide their number and InstantConnect will dial both the sales rep and the visitor, allowing the conversation to move from chat to phone call.
How does this work with our IVR?
Whilst we can set up InstantConnect to work with your pre-existing IVR functionality, we suggest using direct dials for the best connection rates and customer experience.
What happens when a call is disconnected?
Before accepting the connection, the designated receiver will be provided with an overview of the chat as well as the leads phone number. This will allow for a redial if there is a disconnection.
What happens if the call isn't connected?
Sometimes calls are missed or the receiver is on another call. When this happens, InstantConnect launches a second connection attempt. Our SmartChat chat agents also stay connected on chat during the connection process to ensure continual and clear communication.
If a call cannot be connected, the chat agent will discuss the next steps with the lead and pass through all lead details as usual.
How easy is it to set up?
We will require a few details such as the phone numbers to call, and will run a few tests with the recipient, but we manage all of the setup making InstantConnect very easy to deploy. This takes a few hours at most.
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