Are you losing customers to hold time
description
Transcript of Are you losing customers to hold time
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!