Historically, great customer service depended on one thing: people. Call center agents acted as the main liaison for delivering a positive or negative customer experience. But in our world of multi-channel communications, the need for speed has changed the game. According to Forrester, 73% of people say that valuing their time is the most important thing a company can do to provide them with good service, which is why hold times present a major challenge for the customer service industry. If your business offers support, then you know how demanding customers can be, and how important reducing wait times are to overall satisfaction levels.
To understand how companies are handling hold times, Fonolo launched the website onholdwith.com, which tracks complaints on Twitter from people waiting on hold. We found that these companies had the highest mention of hold time complaints on Twitter. Recently, Fonolo’s CEO, Shai Berger had the chance to speak with ABC News: 7on Your Side with Michael Finney to discuss how this social media uprising can lend a hand to eliminating hold time for good. See the full clip below: