4 trends to watch in 2014 multi channel customer service - preview
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Shai Berger Co-Founder & CEO Fonolo 4 Trends to Watch in 2014 Multi-Channel Customer Service December 11, 2013 2:00 PM ET John Seeds Marketing Director Parature
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Transcript of 4 trends to watch in 2014 multi channel customer service - preview
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 [email protected] x228
Register for this free webinar to join the live Q&A.
Dec 11, 2013 2:00 PM ET
