The click-to-call feature is convenient for users and, at the same time, has a very straightforward API for developers. Our colleagues from Voximplant are open to feedback: a problem never remains unsolved. Above all, within the five-year history of our cooperation, I cannot recollect any major technical problem.
In 2011, we were among the first airlines to introduce the click-to-call feature, and found it extremely useful. Later, we added the online call feature to our mobile app to make support even more accessible for customers. Today, online calls amount to 5% of all voice calls to our contact center.
To make a call from a web browser or the S7 Airlines app, customers use ready-made Voximplant components. All calls are sent to the IVR system. Once the request topic is determined, the call is redirected to an operator of the appropriate skill group. S7 Priority members calling from the app or website can utilize a dedicated line to which the call is sent directly, bypassing the IVR system. Incoming calls can be recorded.