Shai BergerCo-Founder & CEO Fonolo

4 Trends to Watch in 2014 Multi-Channel Customer Service December 11, 20132:00 PM ET

John SeedsMarketing Director Parature

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

Getting Ahead: Moving from Reactive to Proactive

Service Delivery

of customers have ditcheda company because of poor telephone customer service.Source: www.callcenterhelper.com

60%

Social Media Adds Pressure

Source: April 2010 study by ROI Research

Share opinions about companies or products.

33%

6

Tweet Venting!

Source: http://onholdwith.com

When Self-Service Fails

Source: Zendesk

Make sure you have a smooth escalation path to a phone call.

40%of customers contact a call center after they have tried self-service.

• Provide a better calling experience• Help self-serve customers that got “stuck”• Make agents more efficient

Escalate from Web to Phone

Waiting on Hold (17%)

Phone Menus (12%)

Repeating Information (42%)

Source: Clickfox survey, 2011

Complaints about the Call Center

Web MobileIn-Call

Press 1 for a call from the next available agent.

Multi-Channel Call-back

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 Mobileof inbound customer service calls across eight countries will be made from smartphones, by 2016”

- Ovum Research

36%

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 infrastructure

• Multi-site operations• Outsourced call centers• Organizational silos

A real-life phone interview

Call-Back Software for the Call Center

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.

Replace hold-time with a call-back

on all channels.

In-Call Rescue Mobile Rescue Web Rescue

Deployment in days

Works with equipment from any vendor

Cloud =

Affordable (starts at $15k/yr)

Cost scales with usage

=

Why Fonolo?

SaaS

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

Mobile Rescue

Visual IVR Pre-call Questions

Virtual Queuing

Ready-to-Use Component for Your Mobile App

Enable customers to seamlessly transition from web to live assistance.

Web Rescue

No Need for ITAdd the widget to your site with just a few

lines of HTML.

Success Stories

Sign Up for a Free Trial

@fonolo

fonolo.com/blog

facebook.com/fonolo

linkedin.com/company/fonolo

Chris McLean

Director of Saleschris@fonolo.com416-366-2500 x228

Register for this free webinar to join the live Q&A.

Dec 11, 2013 2:00 PM ET