The click-to-call feature is not only convenient for users but also for developers with a very straightforward API. Our colleagues from Voximplant are open to feedback so a problem never remains unsolved. Above all, within the five-year history of our collaboration, I cannot recall 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 from the S7 Airlines app, customers use ready-made Voximplant components, such as online call buttons. All calls are then 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 from the website are able to use a dedicated line that bypasses the IVR system. Incoming calls can be recorded on request.