What is Callbutton?
Callbutton is a fully-hosted application that lets you to speak one-to-one with your online customers via 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 and manage all the calls so you can monitor and improve your customer service responsiveness.

The most popular forms of Callbutton today are Callbuttons, toll-free phone numbers, and text messaging links.

Why use Callbutton instead of just putting a phone number on a website?
When a company simply posts their phone number and waits for customers to call, they have no control over the process. What if customers never call? Or 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 and talk to them while interest is at its peak. Customers don't experience long hold times, and companies get 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 IP (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 or maintain their Internet presence, Callbutton is for you. Callbutton helps any size business -- from individuals to corporations –- talk directly to their customers. Here are some examples...

• 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 website.
• 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 countries based on a variety of geographic and language parameters.

If you are a Web developer or an eCommerce consultant helping companies with their online services, Callbutton can work as a partner with you to provide offline customer service. Learn how Call Tracking can benefit your customers...

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 routes the 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 a customer clicks the Callbutton and enters their name and phone number, the call is connected to these sales, technical support, or customer service personnel. The call is accepted and they immediately begin talking directly to the customer. If a call can't be accepted -– it's after hours or no one is available -- Callbutton lets your customer know that no one is currently available, and gives them various options, including scheduling a callback for another time or sending you a text message that's appended to the call detail information.

How does Callbutton compare with other similar services?
No other "click-to-call" service can match Callbutton's flexibility and robust service offerings, such as our complex call routing capabilities. Other services may provide a method to contact customers, but the service ends there. Callbutton offers tracking and measurement of all customer contacts and provides information companies can use to improve their business.

Callbutton's technology is based on over seven years of telecommunications and Internet expertise of our parent company, Intelemedia Communications, and will continue to expand and evolve over time. We can grow with your business, and as new technologies develop, offer additional services to keep you in touch with your customers.

Can I track my customers who are using Callbutton?
Absolutely. Callbutton allows you to gather, view and print extensive online tracking and reporting on the fly. 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. In addition, options are available for pre-call questions and post-call surveys to further enhance this valuable source of customer data.

How do I get a call if I'm away from the office?
Callbutton provides two options for you to receive your calls while away from the office -- routing or notification.

• Business people doing work primarily outside the office -- such as salespeople or realtors -- can have Callbutton route calls directly to their cell phone or another telephone number.
• If it's not convenient for you to respond to calls immediately, you can choose to be instantly notified of a call request via your pager, wireless messaging, or voice notification.

What if I'm not available to take the call when Callbutton routes it to me?
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. For example, scheduling a time for you to return their call or sending you a text message. Either way, you will have a record of their call and their question or concern.

If you know you're not going to be available to accept calls at your regular number -– for instance, if you're going to be working at another location for a few days -- you can have your Callbutton calls routed to a number at that location. Then simply switch it back when you return.

Can I have calls and call notifications sent to more than one place -- like my calls sent to my phone and a notification sent to my fax?
Yes. Callbutton notifications can be sent to multiple places to help you in the tracking and auditing of calls. You may want calls routed to a cell phone, then have a notification sent to your 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. Find out which Call Tracking program is right for your company...

I have 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 Service Levels.

Do my customers 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.

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