Are you losing customers to hold time

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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!

Published in: Software, Business, Education
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Are you losing customers to hold time

  1. 1. Shai Berger Co-Founder & CEO Fonolo Webinar: Are You Losing Customers to Hold Time? May 1, 2014 2:00 PM ET
  2. 2. Hold-Times Are A Top Complaint
  3. 3. of customers have ditched a company because of poor telephone customer service. Source: www.callcenterhelper.com 60%
  4. 4. say “just ONE unpleasant contact center experience is likely to make me take Source: YouGov 76% my business elsewhere.”
  5. 5. have left a company because of poor phone service. Source: Zendesk 60%
  6. 6. The Impact of Social Media
  7. 7. Tweet Venting! Source: onholdwith.com
  8. 8. 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
  9. 9. Why Call-Backs?
  10. 10. Call-backs can eliminate hold-time and so much more…
  11. 11. 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
  12. 12. #2: Fewer Abandons “Our abandon rates were really reduced during times of high call volume”. - Bright Horizons Family Solutions Reduction in abandoned calls after adding a call- back option. - ContactBabel
  13. 13. #3: Higher Conversion Rate “Fonolo dramatically raised the engagement with our younger members”. - 1st United Services Credit Union Consumers requiring some degree of customer support during an online purchase. - eConsultancy
  14. 14. 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!

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