4 Trends to Watch in 2014
Multi-Channel Customer Service
December 11, 2013
2:00 PM ET

Shai Berger
Co-Founder & CEO
Fonolo...
Today’s Webinar:
•
•
•
•
•
•

Mastering Multi-Channel Customer Service
Getting Ahead: Moving from Reactive to Proactive
Se...
Getting Ahead: Moving from
Reactive to Proactive
Service Delivery
60%
of customers
have ditched
a company
because
of poor telephone
customer service.
Source:
www.callcenterhelper.com
Social Media Adds Pressure

33%
Share opinions
about
companies or
products.

Source: April 2010 study by ROI Research
Tweet Venting!

Source: http://onholdwith.com

6
When Self-Service Fails

40%
of customers contact
a call center after they
have tried selfservice.

Make sure you have a s...
Escalate from Web to Phone

•
•
•

Provide a better calling experience
Help self-serve customers that got “stuck”
Make age...
Complaints about the Call Center
Repeating Information (42%)

Waiting on Hold (17%)
Phone Menus (12%)

Source: Clickfox su...
Multi-Channel Call-back
In-Call
Press 1 for a
call from the
next available
agent.

Web

Mobile
Making a Better Connection
with

Mobile Customers
US Smartphone Penetration
Feature Phones

Smartphones

50%
Mobile is a Must-Have
Top Complaints with Mobile Apps

Source: Adcom 2012 study
The Future is Mobile

36%

of inbound customer service calls
across eight countries will be made
from smartphones, by 2016...
Your call
center

Your mobile
app

How do you connect them?
The WRONG Way
The RIGHT Way

Mobile app for 1st United
Services Credit Union
Why do so many companies
get this wrong?
Call center integration is tough.
• Closed, proprietary nature of call
center inf...
Call-Back Software
for the Call Center
A real-life phone interview
Why Call-Backs?
•
•
•
•

Happier Customers
Less Abandonment
Lower Telco Costs
Shorter Handle Times

75%
of consumers think...
Replace hold-time with a call-back
on all channels.

In-Call Rescue

Mobile Rescue

Web Rescue
Why Fonolo?
Cloud

SaaS

=

=

Deployment in days

Works with equipment from
any vendor

Affordable (starts at $15k/yr)
Co...
Mobile Rescue
Let customers
easily connect to a
live agent, directly
from within your
mobile app.
Ready-to-Use Component for
Your Mobile App
Visual IVR

Pre-call
Questions

Virtual
Queuing
Web Rescue
Enable customers
to seamlessly
transition from
web to live
assistance.
No Need for IT
Add the widget to your site with just a few
lines of HTML.
Success Stories
Sign Up for a Free Trial
Chris McLean
Director of Sales
chris@fonolo.com
416-366-2500 x228

@fonolo

facebook.com/fonolo

...
Register for this free webinar to join
the live Q&A.
Dec 11, 2013
2:00 PM ET
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4 trends to watch in 2014 multi channel customer service - preview

  1. 1. 4 Trends to Watch in 2014 Multi-Channel Customer Service December 11, 2013 2:00 PM ET Shai Berger Co-Founder & CEO Fonolo John Seeds Marketing Director Parature
  2. 2. Today’s Webinar: • • • • • • Mastering Multi-Channel Customer Service Getting Ahead: Moving from Reactive to Proactive Service Delivery Really Listening to the Voice of Your Customer Making a Better Connection with Mobile Customers About Fonolo About Parature
  3. 3. Getting Ahead: Moving from Reactive to Proactive Service Delivery
  4. 4. 60% of customers have ditched a company because of poor telephone customer service. Source: www.callcenterhelper.com
  5. 5. Social Media Adds Pressure 33% Share opinions about companies or products. Source: April 2010 study by ROI Research
  6. 6. Tweet Venting! Source: http://onholdwith.com 6
  7. 7. When Self-Service Fails 40% of customers contact a call center after they have tried selfservice. Make sure you have a smooth escalation path to a phone call. Source: Zendesk
  8. 8. Escalate from Web to Phone • • • Provide a better calling experience Help self-serve customers that got “stuck” Make agents more efficient
  9. 9. Complaints about the Call Center Repeating Information (42%) Waiting on Hold (17%) Phone Menus (12%) Source: Clickfox survey, 2011
  10. 10. Multi-Channel Call-back In-Call Press 1 for a call from the next available agent. Web Mobile
  11. 11. Making a Better Connection with Mobile Customers
  12. 12. US Smartphone Penetration Feature Phones Smartphones 50%
  13. 13. Mobile is a Must-Have
  14. 14. Top Complaints with Mobile Apps Source: Adcom 2012 study
  15. 15. The Future is Mobile 36% of inbound customer service calls across eight countries will be made from smartphones, by 2016” - Ovum Research
  16. 16. Your call center Your mobile app How do you connect them?
  17. 17. The WRONG Way
  18. 18. The RIGHT Way Mobile app for 1st United Services Credit Union
  19. 19. Why do so many companies get this wrong? Call center integration is tough. • Closed, proprietary nature of call center infrastructure • Multi-site operations • Outsourced call centers • Organizational silos
  20. 20. Call-Back Software for the Call Center A real-life phone interview
  21. 21. Why Call-Backs? • • • • Happier Customers Less Abandonment Lower Telco Costs Shorter Handle Times 75% of consumers think the option for a call-back is “highly appealing”. 32% Average reduction in abandoned calls after call-backs added.
  22. 22. Replace hold-time with a call-back on all channels. In-Call Rescue Mobile Rescue Web Rescue
  23. 23. Why Fonolo? Cloud SaaS = = Deployment in days Works with equipment from any vendor Affordable (starts at $15k/yr) Cost scales with usage
  24. 24. Mobile Rescue Let customers easily connect to a live agent, directly from within your mobile app.
  25. 25. Ready-to-Use Component for Your Mobile App Visual IVR Pre-call Questions Virtual Queuing
  26. 26. Web Rescue Enable customers to seamlessly transition from web to live assistance.
  27. 27. No Need for IT Add the widget to your site with just a few lines of HTML.
  28. 28. Success Stories
  29. 29. Sign Up for a Free Trial Chris McLean Director of Sales chris@fonolo.com 416-366-2500 x228 @fonolo facebook.com/fonolo fonolo.com/blog linkedin.com/company/fonolo
  30. 30. Register for this free webinar to join the live Q&A. Dec 11, 2013 2:00 PM ET

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