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4 trends to watch in 2014 multi channel customer service - preview
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
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
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
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
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