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How Implementing Call-Back Technology Improved Customer Loyalty


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Your customers will never wait on hold again, regardless of where the conversation begins – web, mobile or inbound call. Learn how Fonolo can help you increase sales, lower handle times and create happier customers!

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How Implementing Call-Back Technology Improved Customer Loyalty

  1. 1. How Implementing Call-BackTechnology Improved CustomerLoyaltyShai BergerCo-Founder & CEOFonoloMark EdelmanVP Member Services,1st United Services Credit Union
  2. 2. Why Call-Backs?• Happier Customers• Less Abandonment• Lower Telco Costs• Shorter Handle Times75%of consumers describe theoption for a call-back as“highly appealing”.32%fewer abandoned calls aftercall-backs added, based onstudy of 200 call centers.
  3. 3. A real-life phone interviewCall-Back Softwarefor the Call Center
  4. 4. Deployment in daysWorks with equipmentfrom any vendorCloud =Why Fonolo?Affordable (starts at $15k/yr)Cost scales with usage=SaaS
  5. 5. Replace hold-time with a call-backon all channels.In-Call Rescue Mobile Rescue Web RescueSolutions
  6. 6. In-Call RescueGive callers theoption to receive acall-back when holdtimes are too long.“Press 1 to get a call-back from the nextagent.”
  7. 7. How it WorksCustomer relaxes whilewaiting for call-back.Calltransferred toFonoloCallBeginsFonolo connectscaller and agent
  8. 8. Let customerseasily connect to alive agent, directlyfrom within yourmobile app.Mobile Rescue
  9. 9. Visual IVRReady-to-Use Component forYour Mobile AppPre-callQuestionsVirtualQueuing
  10. 10. Enable customersto seamlesslytransition fromweb to liveassistance.Web Rescue
  11. 11. No Need for ITAdd the widget to your site with just a fewlines of HTML.