Callback: Let your customers skip the wait

What is the callback feature?

Smart Connect’s callback feature gives your customers the ability to request a callback rather than waiting in a queue. It works seamlessly on both mobile and desktop, and supports two types of callbacks:

• Automatic callback – the system automatically calls back the customer when a users becomes available.

• Manual callback – the request is added to a call log, for your team to follow up when it suits your workflow best. You may also choose to be notified via SMS and/or email about callback requests.

Customers that has chosen to get a return call, are collected in a clear, accessible list with key information such as wait time, queue name, and number of attempts. Agents can then manage them directly from the Smart Connect interface, marking them as answered or triggering a return call in just one tap.

Why use it – the benefits of callback

Whether you’re managing a busy support desk or a small sales team, callback helps you stay responsive and reduce stress during high call volume. Here are some of the key benefits:

• Improves customer experience – no more waiting on hold. Customers can simply request a callback and get on with their day.

• Boosts efficiency – teams can handle callbacks at a time that works better for them, smoothing out traffic peaks.

• Reduces missed opportunities – callers who might hang up instead become qualified leads or service requests in your callback list.

Want to learn more?

Smart Connect’s callback feature is easy to implement, simple to manage, and makes a big difference for both your team and your customers.

Check out the user guides below on how to set it up and use it, or get in touch with us for more information!

How to set it up (for administrators):

• Visual Administrator – Callback

How to use it (for mobile users):

• Mobile App – Callback