This document discusses 4 trends in customer service for 2014, including moving from reactive to proactive service delivery, better connecting with mobile customers, and mastering multi-channel customer service. It highlights the need to provide call-back options across channels to reduce wait times and abandonment rates. The document also promotes call-back software from Fonolo and Parature that integrates mobile apps and websites with call centers for a seamless customer experience.

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. Today’s Webinar:
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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. Getting Ahead: Moving from
Reactive to Proactive
Service Delivery

4. 60%
of customers
have ditched
a company
because
of poor telephone
customer service.
Source:
www.callcenterhelper.com

5. Social Media Adds Pressure
33%
Share opinions
about
companies or
products.
Source: April 2010 study by ROI Research

6. Tweet Venting!
Source: http://onholdwith.com
6

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. Escalate from Web to Phone
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Provide a better calling experience
Help self-serve customers that got “stuck”
Make agents more efficient

9. Complaints about the Call Center
Repeating Information (42%)
Waiting on Hold (17%)
Phone Menus (12%)
Source: Clickfox survey, 2011

10. Multi-Channel Call-back
In-Call
Press 1 for a
call from the
next available
agent.
Web
Mobile

11. Making a Better Connection
with
Mobile Customers

12. US Smartphone Penetration
Feature Phones
Smartphones
50%

13. Mobile is a Must-Have

14. Top Complaints with Mobile Apps
Source: Adcom 2012 study

15. The Future is Mobile
36%
of inbound customer service calls
across eight countries will be made
from smartphones, by 2016”
- Ovum Research

16. Your call
center
Your mobile
app
How do you connect them?

17. The WRONG Way

18. The RIGHT Way
Mobile app for 1st United
Services Credit Union

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. Call-Back Software
for the Call Center
A real-life phone interview

21. Why Call-Backs?
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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. Replace hold-time with a call-back
on all channels.
In-Call Rescue
Mobile Rescue
Web Rescue

23. Why Fonolo?
Cloud
SaaS
=
=
Deployment in days
Works with equipment from
any vendor
Affordable (starts at $15k/yr)
Cost scales with usage

24. Mobile Rescue
Let customers
easily connect to a
live agent, directly
from within your
mobile app.

25. Ready-to-Use Component for
Your Mobile App
Visual IVR
Pre-call
Questions
Virtual
Queuing

26. Web Rescue
Enable customers
to seamlessly
transition from
web to live
assistance.

27. No Need for IT
Add the widget to your site with just a few
lines of HTML.

28. Success Stories

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. Register for this free webinar to join
the live Q&A.
Dec 11, 2013
2:00 PM ET