In today’s world, the hustle and bustle of business means that there is little time for waiting and no time for error, especially when you are running a support center and you don’t want your customers to be affected by long queue times.
Taking advantage of Aircalls’ Queue callback feature is a great way to boost your customer satisfaction and reduce the number of abandoned calls. By enabling this feature, your callers will be able to push the star * button at any time during the call to request a callback. Your team members will be alerted through a notification created in the inbox section of your phone app.
In order to make use of this feature, you must first be subscribed to the Professional Plan (formerly enterprise).
To activate this feature, please follow these steps:
- Login to your Dashboard and select the number you’d like to enable callback requests for.
- Select Settings in the upper-right hand corner of the number settings page.
- Scroll to the section called Callback Request and push to enable this feature
- Finally, update your Welcome Message to let your customers know that they can push the star button at any time to receive a callback from a member of your team.
Callback requests in your Phone Inbox
Once a customer pushes the star button, it will automatically appear in your to-do list section of the phone app with the tag Call Back. Please note that this will only appear in the inbox section of the users who are assigned to the specific line where the feature is enabled. Once you have called back the customer, the tag will change to Called back.
Still have questions? We love questions! Just reach out to our Support Team and we’ll be happy to assist.