We keenly listen to our users and keep upgrading capabilities in Truecaller’s Customer Experience solutions so that businesses can make the most of their customer engagement. In 2022, we launched Call Me Back, a breakthrough feature that enables enterprises to see customer readiness and willingness for a conversation with a simple “Call Me Back” option.

While it helps in understanding customer intent, businesses also want a clear idea of customer availability for two significant reasons: 

• To have the complete customer attention for a detailed conversation

• To improve the agent’s Calling ROI 

Considering this feedback from our customer ecosystem, we enhanced our Call Me Back capability to help businesses with customer intent and availability.  This will now enable businesses with the following advantages:

• Better CX with fewer repeat calls: By having a clear idea of intent and availability, businesses can call customers when they are genuinely interested in having a conversation, thereby delivering a positive experience.

• Lower contact center cost and better agent optimization: Businesses can reduce repeat calls by identifying and calling interested consumers, enhancing cost optimization and agents’ productivity. 

• Callback requests on user-preferred slots to improve calling efficiency: Businesses can improve their calling performance by seamlessly connecting with consumers at their preferred times. 

• Better lead qualification with intelligent segmentation: Businesses can segregate high-intent leads from the noise by enabling consumers to show their intent with a callback. 

As shown in the illustration below, customers can now schedule a callback using our Slot Picker feature, giving businesses a clear indication of their availability. 

Enhancing customer journeys with Call Me Back

Suppose you are a bank looking to share information on personal loans, and your customers missed your call.

Your interested customers can now request a callback at their preferred time, helping you have meaningful conversations where you can understand their intent for your offerings. Similarly, suppose you are an automobile company and want to confirm the test drive date with your prospect.

A genuine car buyer will schedule a callback at their preferred time, and your agent will be more assured about the intent when going into the call.

Check out our detailed FAQs to learn more about setting up the Call Me Back feature from the Truecaller for Business console.

We are sure this feature will make your customer experience journey more purposeful than ever. To learn more, reach out to us at business@truecaller.com.