Fonolo

OCTOBER 26, 2023

For example, for “simple” inquiries (like “What’s my bank balance?”), self-service channels are preferred. Being where the customer is at any given time is the key to meeting customer expectations. When it comes time to do something about wait times, remember that technology can be your ally. Really listen.

Advertising 81

Advertising Feedback Call Center Wait times 81

Babelforce

MARCH 16, 2023

In the video below, Julian Hertzog describes how – coming from a background in banking and sales – he can now build a fully integrated call center process…that integrates with Salesforce. A recent survey found that 90% of consumers are “more likely to make a purchase from a business after a positive customer experience”.

Contact Center 52

Contact Center Call flow Abandon rate Call Center 52

Fonolo

MARCH 7, 2023

For example, if a company is boasting about banking-by-chatbot, ask yourself how much of that interaction was previously done over their website, and thus already in the self-serve realm? It will also help decrease the customer wait time and improve customer satisfaction. Check the metrics.

Self service 87

Self service Call Center Interactive Voice Response Chatbots 87

Fonolo

JULY 16, 2014

For example, for “simple” inquiries (like “what’s my bank balance?”) When it comes time to do something about wait times, remember that technology can be your ally. For example, call-back solutions like Fonolo can help eliminate hold time, while also reducing abandon rates and telco costs in the call center.

Customer Service 67

Customer Service Feedback Call Center Abandon rate 67