Get in contact with your customers
As an agent, there are various ways to get in contact with your customers:
Click to Call
A button is located on your company’s website. When clicking this button, customers see a contact form where they can add their phone number and request a call.
With the Lead Distribution System (LDS), the agent will see a pending request. As soon as the agent clicks the request, the system calls the customer. Once the customer answers this call, a second call to the agent is triggered and then the Whisbi session starts, merging the two calls.
With the non-LDS, the agent needs to type a Pin number before the Whisbi session starts.
Inbound Call
A button is located on your company’s website. When clicking this button, customers will see a phone number and a PIN. Once the customer calls this number, they are asked to enter the PIN.
This call triggers a second call to the agent, where an automatic message provides the PIN to connect both calls and launch the Whisbi session.
Chat
A button is located on your company’s website. When clicking this button, customers see a contact form where they can request a chat with an agent. They don’t need to introduce their phone number.
The agent receives a notification with the pending request which they can accept to launch the Whisbi session. Visit this Help Center article for more information about handling Chat requests.
Scheduled Call
This is the option to return a call that you have received earlier from a customer. As the customer has made an attempt to contact you through Whisbi, they will become valid leads and they will be called automatically by the system at a later time. Learn about the automatic calls in this Help Center article.
There are several scenarios in which these can be triggered:
- A customer requested a call and didn’t reach the agent before the call was dropped.
- A customer wanted to call you outside your service hours.
- Scheduled calls made by agents through Whisbi Agent.
Virtual Call
A button is located on your company’s website. When requesting to connect, the customers will be able to select Virtual Call. Customers will only need Wi-Fi or mobile data to be able to connect with an agent. Once an agent is found the customer will be able to accept or drop the Virtual Call. Once the customer accepts the call the user flow will be the standard Whisbi Sell experience.
Visit this Help Center article for more information about handling Virtual call requests.
For all the scenarios, and once the call is connected between your customer and you, no Whisbi session will be launched. You will need to guide your customers to get a PIN.