Tony Iero

What is SaaS Callback?

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Software as a Service (SaaS) callback is a system that enables customers to request a call back from a service provider at a later time. Generally, the caller has two options: they can opt to be called back as soon as possible, or they can schedule a preferred time to be called back.

With SaaS callback—unlike traditional callback systems—the software is deployed in the cloud and is hosted by a third party. This allows companies who purchase callback systems in SaaS form to avoid the cost and complication of installing, running, and maintaining an application on their own servers. Plus, there’s no need to purchase new software when a new version comes out; updates are automatic.

SaaS callback can usually integrate easily with existing call center infrastructure via SIP or PSTN. Essentially, what that means is that this software integrates seamlessly with any phone system, whether it is on-premise or in the cloud

What are the Benefits of SaaS Callback for Service Providers?

For service providers, implementing callback solutions has traditionally been either difficult to scale, complicated to implement, or cost-prohibitive. Unfortunately, in some cases, it’s a combination of all three. But SaaS callback solves every single one of those issues.

Seamless Scalability: One of the main benefits of any SaaS solution is that, because it’s subscription-based, it scales much more easily. This is especially true when it comes to SaaS callback, and that’s a big deal, since most (if not all) contact centers experience irregularly high call volume at times.

In the past, companies had to either spend on infrastructure they didn’t need most of the time so they could be prepared for high volume, or they just forced customers to wait. As you might imagine, neither solution worked very well. SaaS callback solves all that by offering your business a flexible pricing model that can move up and down based on your needs.

Generally, the price will depend on the number of calls, callback requests, or a combination of the two.

Easy and Affordable to Implement: Because the entire infrastructure is in the cloud, implementation of this system can be accomplished in minutes. There’s no new hardware you need to configure or install on your computer or phone.

All you’ll need to do is add a recording that instructs callers to request a callback by pressing the number one. Then, the call is transferred to the cloud through your existing phone system.

Also, since you don’t need to purchase hardware or do any complicated configurations, the cost of set up—if there is one—is minimal.

Tiered Plans: Previously, callback software was out of reach for smaller businesses. Now, with SaaS callback, software vendors may offer different tiers based on call volume. Some will even offer a pay-as-you-go option, which makes callback features available to businesses of any size.

How Does SaaS Callback Improve the Customer’s Experience?

Most importantly, this new type of callback improves the customer experience by eliminating the need for the customer to wait on hold. Few things frustrate customers more when they call your company than waiting on hold. In fact, nearly a third of people (63%) say that they’d prefer a call back rather than waiting on hold.

By providing callback through the cloud, you avoid taking on extra infrastructure while still giving your customers what they want. This makes things easier on your agents, improving morale and making for more productive support conversations, even when call volume is high.

Most systems—if they’re equipped to do so—also improve the customer experience by giving customer service agents contextual information about the caller. That way, when a caller requests a callback, and the agent is ready for the call, he or she can pull up information about the customer.

This makes for a richer interaction and it prevents agents from being forced to ask questions that a customer has already answered.

Conclusion: A Smarter Solution

With the proliferation of mobile phones, a robust callback system is ridiculously effective. No one wants to be put on hold, but almost everyone has a mobile phone. That means it’s not inconvenient for them to wait for a call back. And the stats back this up.

Just under half of customers expect a call back within thirty minutes of their request. Yet, more than one quarter don’t care when that call comes. Compare that to what a 2017 Arise Study found: two-thirds of customers said they’d wait on hold for two minutes or less.

When you consider that, when you use call back software, you have about 28 more minutes before a caller gets frustrated, the benefits of callback are clear. And now that callback is available in the cloud, with flexible pricing for a wide variety of business needs, it’s even more clear what an innovative and valuable solution SaaS callback really is.

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