Phone menus aggravate customers, leading to zero-outs. Connecting to the wrong agents increases caller frustration and your costs.
Misnavigation is a key performance metric for call centers. In order to improve customer satisfaction, it is critical to track how many calls are misnavigated and whether the cause is misunderstanding of instructions or simple "zeroing out".
Visual dialing provides a new interface to your call center. It reduces customer misnavigation by presenting your phone menu in a friendlier and more effective way. With Fonolo, your customers will be able to navigate your phone menu visually. Through our patent-pending process of "Deep Dialing", they will be able to click and connect to any point in the phone system that you define.
After initiating a call, your customers will receive a call-back to their requested phone number. When they answer the call, they will be delighted to hear one of your agents on the other end, ready to help them (and fully informed).
"Providing a satisfying experience to our subscribers is a top priority for Sirius. Like most companies, we need a phone menu to direct callers to the right agent. Fonolo provides us with an easy way to give callers a much friendlier alternative to the phone menu by allowing us to call a customer back when the next available agent is ready. This helps us keep existing customers happy and streamlines the sign-up process for new customers." - Mark Morais, Director of Customer Operations, Sirius Canada
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Fonolo ... saves money, not just customers' feelings.
- VoIPEvolution
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Music to your ears.
- ZDNet
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Fonolo solves a problem that we all have, is something that is almost universally hated and which we all thought, up until now, was an evil that simply must be endured. The endless misery dished out at the hands of IVR systems all over the planet.
- GTDtimes
