If you’re not familiar with virtual queuing, it’s the smart way to interact with your customers. Allow them to schedule a call-back – rather than wait on hold – when hold-times are too long. Whether you call it “virtual hold”, “virtual queuing”, or just “call-back software”, it means one thing: customer experience. Not expecting that response? Let me explain….
Why the customer experience is so important!
Not only do customers HATE waiting on hold (look no further than onholdwith.com for proof), when they can’t reach you, they’ll go elsewhere. A study from YouGov shows that 76% of respondents said, “just one unpleasant contact center experience was likely to make them take their business elsewhere”. In fact, according to callcenterhelper.com, 6/10 customers have ditched a company because its telephone customer service has been so bad.
This isn’t news to most of us. Though we’d like to hire additional staff and modernize our call centers to meet the increasing demand of today’s consumers, the reality is that we’re stuck with shrinking budgets
, legacy infrastructure and call volumes that are increasing nearly 20% every year. But this doesn’t mean we need to accept high abandon rates and frustrated customers.
Why virtual queuing?
Virtual queuing solutions like Fonolo can improve the experience for callers and lower cost-per-call (by reducing average handle times, abandon rates and telco costs). But more importantly, offering call-backs to customers can actually improve sales. Companies like Abercrombie & Fitch, Cruises.com, and Thomas Cook (full disclosure: they’re all Fonolo customers) know this, and so do their customers.
Find out how replacing hold-time with a call-back can improve your bottom line. Sign up for one of our free weekly demo sessions to learn more!