are you losing customers to hold time
DESCRIPTION
Learn how to reduce the negative financial impact of long hold times in this one hour webinar. We’ll also talk about three mega-trends and cover several real-world case studies!TRANSCRIPT
Shai BergerCo-Founder & CEO Fonolo
Webinar: Are You Losing Customers
to Hold Time? May 1, 2014 2:00 PM ET
Hold-Times Are A Top Complaint
of customers have ditched a company because of poor telephone customer
service.
Source: www.callcenterhelper.com
60%
say “just ONE unpleasant contact center experience is likely to make me take
Source: YouGov
76%my business elsewhere.”
have left a company because of poor phone service.
Source: Zendesk
60%
The Impact of Social Media
Tweet Venting!
Source: onholdwith.com
Source: Forrester
Make sure you have a smooth escalation path to a phone call.
75%of consumers move to another channel when online customer service fails. Unnecessary service costs due to channel escalation are $22 million on average.
When Self-Service Fails
Why Call-Backs?
Call-backs can eliminate hold-time
and so much more…
75%
Consumers who think the option of a call-
back is “highly appealing”.
- Forrester
#1: Happier Customers
“Our customers are delighted with call-backs. It really turns a negative into a positive”.
- Nationstar Mortgage(Fonolo Customer)
#2: Fewer Abandons
“Our abandon rates were really reduced during times of
high call volume”.- Bright Horizons Family Solutions
(Fonolo Customer)
32%
Reduction in abandoned calls after
adding a call-back option.
- ContactBabel
#3: Higher Conversion Rate
“Fonolo dramatically raised the engagement with our
younger members”.- 1st United Services Credit Union
(Fonolo Customer)
83%
Consumers requiring some degree of
customer support during an online purchase.
- eConsultancy
A real-life phone interview
Register for this free webinar to join the live Q&A.
May 1, 2014 2:00 PM ET
Register Now!