In what way is this easier than click to dial? They’re both one click, but in this scenario I need a headset/microphone, a stable Internet connection, and if I do this from my smart phone it doesn’t know I’m in a call so when I hold the phone up to my face I will likely hit
buttons.
- assign calls to different members (round-robin, escalation)
- capture lead info (name, email, etc)
- don't reveal actual phone number
- recording, transcription
- soon, conversational AI agent (as optional backup)
With a WhatsApp/phone, you can't really switch it from one employee to another easily. Managing load is harder, seeing call logs is harder. And a full call center solution is too much for a small business.
I am not sure any of those are really the true value. The driver imo is swapping a chat bubble with an audio call. It reduces friction a customer may have picking up their phone and dialing a number and also since the customer can see you are online and ready to chat, they know they will be able to instantly get in touch with someone. Thats the smart and valuable piece.
I dig this. This is what I am thinking.
Much easier to click than dial.
Social cost of a web link versus a phone number may be lower as well (that may be cultural but it may be true)
Adds other modes like calendar or chat or AI directly in flow.
No need to reveal a phone number.
Video
Internationally accessible (no long distance)
And for HN tradition’s sake for these types of comments, no one likes rsync.
> Much easier to click than dial.
In what way is this easier than click to dial? They’re both one click, but in this scenario I need a headset/microphone, a stable Internet connection, and if I do this from my smart phone it doesn’t know I’m in a call so when I hold the phone up to my face I will likely hit buttons.
> Much easier to click than dial.
I've been dialing from a click for 20 years now.
https://datatracker.ietf.org/doc/html/rfc3966
This looks good! We do something similar. No links, just a call now button on your wordpress site. https://www.connect-ez.com/click-to-call-service/
A few:
- assign calls to different members (round-robin, escalation)
- capture lead info (name, email, etc)
- don't reveal actual phone number
- recording, transcription
- soon, conversational AI agent (as optional backup)
With a WhatsApp/phone, you can't really switch it from one employee to another easily. Managing load is harder, seeing call logs is harder. And a full call center solution is too much for a small business.
Hide's real phone-number and allows you to control when, how you receive calls. Pretty smart honestly.
I am not sure any of those are really the true value. The driver imo is swapping a chat bubble with an audio call. It reduces friction a customer may have picking up their phone and dialing a number and also since the customer can see you are online and ready to chat, they know they will be able to instantly get in touch with someone. Thats the smart and valuable piece.