Top 5 Customer Experience Trends
for 2013
Shai Berger
Co-Founder & CEO
Fonolo
Sept 26, 2013
2:00 PM EDT
The Appeal of Self-Service
3
Q: What does that mean for live
agent conversations?
A: They are more
important than ever!
It’s a Multi-Channel World
of customers
have ditched
a company
because
of poor telephone
customer service.
Source:
www.callcenterhelper.com
60%
Mobile is a Must-Have
US Smartphone Penetration
Feature Phones
Smartphones
50%
Social Media Adds Pressure
Source: April 2010 study by ROI Research
Share opinions
about
companies or
products
33%
A real-life phone interview
Call-Back Software
for the Call Center
Consumers who think the
option of a call-back is “highly
appealing”.
- Forrester
Deployment in days
Works with equipment
from any vendor
Cloud =
Why Fonolo?
Affordable (starts at $15k/yr)
Cost scales wit...
Replace hold-time with a call-back
on all channels.
In-Call Rescue Mobile Rescue Web Rescue
Solutions
A real-life phone interview
Interested in seeing more?
Register for this free webinar to join
the live Q&A.
Sept 26, 2013
...
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Top 5 Customer Experience Trends

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Delivering a superior customer experience is a top priority for most contact centers and service organizations. In this one hour webinar you’ll gain an extensive understanding of the trends affecting the customer experience.

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Top 5 Customer Experience Trends

  1. 1. Top 5 Customer Experience Trends for 2013 Shai Berger Co-Founder & CEO Fonolo Sept 26, 2013 2:00 PM EDT
  2. 2. The Appeal of Self-Service
  3. 3. 3 Q: What does that mean for live agent conversations? A: They are more important than ever! It’s a Multi-Channel World
  4. 4. of customers have ditched a company because of poor telephone customer service. Source: www.callcenterhelper.com 60%
  5. 5. Mobile is a Must-Have
  6. 6. US Smartphone Penetration Feature Phones Smartphones 50%
  7. 7. Social Media Adds Pressure Source: April 2010 study by ROI Research Share opinions about companies or products 33%
  8. 8. A real-life phone interview Call-Back Software for the Call Center
  9. 9. Consumers who think the option of a call-back is “highly appealing”. - Forrester
  10. 10. Deployment in days Works with equipment from any vendor Cloud = Why Fonolo? Affordable (starts at $15k/yr) Cost scales with usage = SaaS
  11. 11. Replace hold-time with a call-back on all channels. In-Call Rescue Mobile Rescue Web Rescue Solutions
  12. 12. A real-life phone interview Interested in seeing more? Register for this free webinar to join the live Q&A. Sept 26, 2013 2:00 PM EDT

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