What is Callbutton?
Callbutton's a fully-hosted application that lets companies speak one-to-one with their online customers over the telephone. With this person-to-person communication, Callbutton helps businesses develop stronger customer relationships, convert online browsers into buyers, and take advantage of cross-sell or up-sell opportunities. And Callbutton services don't end with the phone call. We track all calls so businesses can monitor and improve their customer service responsiveness.

How does Callbutton work?
For the customer who needs help or has questions, they simply click the Callbutton icon and type in their name and phone number. Callbutton uses this information and routes a call request directly to the people who can help, such as the sales department or the customer service group. Within seconds, the customer can ask questions and get the help they need over the phone.

From the viewpoint of the company, when the customer clicks the Callbutton icon and enters their name and phone number, the call request is routed to the sales, technical support, or customer service personnel, based on the company's routing requirements. Within seconds, the company is talking with the customer to address their needs. Data that is collected before, during, and after the call is then available real-time or as scheduled reports, allowing various groups within the organization monitor and better manage their customer interaction process.

Why use Callbutton?
Callbutton addresses online service challenges with a solution that uses familiar offline communication for online customers. It's easier than typing questions for online text chat and doesn't require the customer to have any special hardware or software, nor is it sensitive to bandwidth and technology adoption limitations like a Voice over IP (VoIP) solutions.

What are Callbutton's benefits?
It lets businesses talk with online customers using the best technology available today: the telephone. With its ease of use, Callbutton helps develop stronger customer relationships, provide cross-sell or up-sell opportunities, and -- best of all -- puts companies in direct touch with their customers when they need help the most. Callbutton services continue even after the phone call. All call activity is tracked and reported so businesses can monitor and improve their customer service responsiveness.

Why use Callbutton instead of just putting a phone number on a web site?
When a company simply posts their phone number and waits for customers to call, they have no control over the process. What if the customer never calls? Or they call and don't get to the right department? Or they call after hours and don't leave a message? With Callbutton, companies can capture the customer information while their interest is at its peak. Customers don't experience long hold times and companies now have information they can use to learn more about their business. Features like real-time call tracking and post-call surveys lets them see how well their sales or customer service group is responding to inquiries, and can provide other information such as which Web pages generate the most inquiries.

How is Callbutton different than online chat?
Online chat is certainly better than no option at all, but it's hardly the most natural vehicle for a real-time one-to-one conversation. Most people simply prefer to speak with someone when they have questions. The limited dialog of text chat is an obstacle to learning the customer's exact needs and makes cross-sell and up-sell opportunities awkward and difficult.

One of the "selling features" of chat-based solutions is that a single representative can carry on a "conversation" with multiple customers simultaneously. While this may sound like a good way to save money at first, you have to wonder how effective anyone could be at selling or providing quality support in this kind of environment.

Given its limitations, we do plan to roll out the option of text chat soon, specifically to provide more choices for your customer, so you can communicate with them in the way they are most comfortable.

How is Callbutton different than voice over Internet protocol (VoIP)?
VoIP is an exciting technology that will be very effective when Internet infrastructure evolves a bit more, and when customers have the computer capabilities needed to use it. Most customers don't have the necessary hardware, software, and/or system configuration to use VoIP today. Currently, even the best VoIP calls often have very poor sound quality -- like a bad cell phone connection. With VoIP there are a lot of technical hurdles for your customers to overcome simply to be able to ask you a question. With Callbutton your customer can focus on asking you questions, using the tried and true telephone, and you can concentrate on closing the sale and increasing customer satisfaction.

Industry experts believe that VoIP is two to five years away from mass adoption. We have a VoIP solution today, but since you can't control the connection end-to-end, offering this to your customers is counter-productive to the original goal. For this reason, we have chosen not to offer VoIP as an option at this time.

Who should use Callbutton?
If you are an online enterprise of any size, or your business is to help online enterprises launch their Internet presence, Callbutton is for you. Callbutton helps any size business - from individuals to corporations – talk directly to their customers. Some examples are...

• A realtor working outside the office can receive Callbutton calls on their cell phone.
• A small consulting firm wanting to talk to visitors to their web site.
• Any size company selling products online.
• A company with multiple locations that needs customer calls routed to the appropriate office.
• A corporation using a call center that wants Callbutton integrated into their services.
• A multinational corporation that needs to route calls to various offices based on a variety of geographic and language parameters.

If you are a Web developer or an e-commerce consultant helping companies with their online services, Callbutton can work as a partner with you to provide offline customer service for your online clients.

How does Callbutton compare with other similar services?
No other "click-to-call" service can compare with Callbutton's flexibility and robust service offerings, such as our complex call routing capabilities. Other services may give a way to contact customers, but the service ends there. Callbutton offers tracking of all customer contacts and provides information companies can use to improve their business. Behind the scenes, Callbutton's technology is designed to expand and evolve over time. We can grow with business, and as new technologies develop, offer additional services to keep you in touch with your customers.

Can Callbutton track customers who are using the service?
Absolutely. Callbutton lets companies gather, view and print extensive online tracking and reporting. This tracking feature let's you build accountability into your customer service process. You can see each Callbutton call, who responded to it, and how quickly.

What if no one is available to take the call?
Whether or not someone can accept a Callbutton call, the customer contact information will always be collected and logged for future use. If no one can immediately accept the call, the customer will be notified and are given options, including scheduling a time for a return call or sending a text message that is appended to the call details record. Either way, there is a permanent a record of their call and their question or concern.

Can calls and call notifications be sent to more than one place –- like calls sent to a phone and a notification sent to a fax number?
Yes. Callbutton notifications can be sent to multiple places to help in the tracking and auditing of calls. You may want calls routed to a cell phone, and then have a notification sent to the office fax for printing and filing. Another popular combination is to have calls routed to the office phone and notifications sent via email. The number of call routing and notification methods available varies among the Service Levels. More Information...

When there are multiple locations can calls be routed according to service areas?
Yes. This is another great Callbutton feature. Simply provide the rules for routing of calls -- such as all calls from the 212 area code go to Store A while calls from the 812 area code go to Store B -- and Callbutton calls will be directed based on those specifications. This feature is available with the Callbutton Manager, Director and Executive level Service Options. More Information...

Do callers need any special hardware or software to use the Callbutton service?
No. That's one of the key benefits of Callbutton. If they're surfing the Web, their computer already has everything it needs to use Callbutton. There's no need for special equipment and we will not download any software onto their machines.

What if the caller only has one phone line?
They can still use Callbutton. When the caller is entering their contact information, we'll ask them to tell us if they're using that phone line to access the Internet. If they click that option, we'll ask them when their Callbutton call should be connected -– such as in 2 minutes, 5 minutes or 15 minutes. That will give them time to log off and free up the line for their call.

We also remind callers, that if they have a cellular or wireless phone, they can use that as their contact number so they can stay online during their call.

Between the proliferation of cellular/wireless phones and the increasing popularity of DSL, cable modems, and other "non phone" Internet connectivity options, this is becoming less and less of an issue every day.

How long does it take to get Callbutton?
After registration, it usually takes 3 to 5 days to get an account established. The necessary codes and HTML will be emailed and after that, most implementations can be done in 15 minutes or less. Naturally more complex integrations will take longer, but anyone familiar with HTML Web design can add Callbutton to a site.

Is the service available in multiple languages?
Yes, Callbutton pop-up "call dialog" is currently available in English, Spanish, French, German, and Italian, with other languages upon request. The standard monthly service fee includes one language.

How does someone install Callbutton?
Callbutton is designed to be easy to implement and use on any web site. All services are fully hosted on our system, so there is no need to purchase any new hardware or software. Just follow our easy instructions to download the Callbutton icons of your choice, and insert two lines of HTML code -- which we provide -- into the pages on the site where the Callbutton icons should appear. Installation usually takes 15 minutes or less and doesn't demand any technical expertise, just some basic HTML skills.Callbutton is designed to be easy to implement and use on any web site. All services are fully hosted on our system, so there is no need to purchase any new hardware or software. Just follow our easy instructions to download the Callbutton icons of your choice, and insert two lines of HTML code -- which we provide -- into the pages on the site where the Callbutton icons should appear. Installation usually takes 15 minutes or less and doesn't demand any technical expertise, just some basic HTML skills.

What kinds of reports are provided?
A variety of monthly reports are available with each Service Option. Clients receive information similar to what you'd see on a phone bill, such as time of call, length of call and fees per call. There are summary reports showing calls by state, source code, and destination. For instance, if there are Callbutton icons on multiple pages of a web site, reports will reflect which page the caller was on when they clicked the Callbutton. Or, if calls are being routed to multiple locations, the call volume per location is reported. At higher service levels, Callbutton capabilities become more complex and so do the reports to fully reflect all call activity.