Call scheduling can be a better and more efficient alternative compared to offering inbound calls to your customers, particularly if your organization's product is a complex and customized software.
When this is the case in fact your agents might need some time to analyze the client's query, they might need the support of a third party Team or the review of a Technical Team before to provide a resolution to a customer.
Having a queue of scheduled call to handle instead of a backlog of live call will give to your team time to get familiar with the query, analyze their questions and understand which information they need to verify during the call.
At SnapCall we currently offer two type of scheduled videocall, as we do with live call:
Inbound call
You can allow your customers to request a video call directly from your Public Page. Here below are the step by steps instructions to do so:
Enable the app 'Cal' from the Integration page.
Define a Booking event, from your SnapCall Dashboard. For example, if you have a multi language support team, you can define a Booking Event for each supported language so that your customer can select the one they feel comfortable with.
Once done, head to your Public Page editor, ensure the Call Scheduling option is in the 'Enabled' tab and click on the setting wheel, next to the option itself. Ensure all Booking events are toggled on.
Once done, your end user will be able to pick a date and time for their call, then this request will be converted into a ticket in your CRM so that your Team can handle it.
It is important to note that, as SnapCall Booking cannot be linked with a third party calendar, customers cannot book time slots but rather confirm a time and date when they would like their call to happen.