GlowTouch

NOVEMBER 6, 2020

It’s among the reasons that companies hire Customer Success Managers before hiring salespeople. Beef up the FAQ section for DIY consumers, prepare videos that answer basic questions or point users in the right direction, and set expectations regarding operating hours and any wait times that may exist. About GlowTouch.

Sales 52

Sales Ecommerce Contact Center Return on Investment 52

GlowTouch

AUGUST 26, 2020

In fact, 90% of respondents from one survey said that when it comes to customer service, an immediate response is either important or very important. The question is, what’s the best way to keep your average wait time down to reasonable levels? A certified Woman-Owned Business and six-time Inc. About GlowTouch.

Customer Satisfaction 52

Customer Satisfaction Contact Center Software Contact Center Omni-Channel 52

GlowTouch

JULY 10, 2020

Even a phone call may be undesirable for many customers in need of assistance. Add to that the extra effort it takes to call a support center (and the often-interminable wait times) and it’s easy to see why chat support is the preferred option for many customers. A certified Woman-Owned Business and six-time Inc.

Customer Satisfaction 52

Customer Satisfaction Average Handle Time Return on Investment Effort Score 52

GlowTouch

APRIL 24, 2020

For example, studies have shown that almost 60% of customers that call into support centers are not willing to wait on hold for longer than one minute. Founded in 2002, our 1,700 employees deliver for our clients by combining operational excellence with high-touch engagement. A certified Woman-Owned Business and six-time Inc.

Competitive Advantage 52

Competitive Advantage Effort Score Return on Investment Resources 52

GlowTouch

JULY 2, 2020

Available 24/7: This option provides the best live chat support for clients and their customers but is also more expensive to maintain. Be Clear and Concise About Wait Times. Customers often expect live chat will be available immediately and as often as they need it. A certified Woman-Owned Business and six-time Inc.

Chatbots 52

Chatbots Multi-Channel Training Wait Times 52

GlowTouch

SEPTEMBER 17, 2019

If we dive deeper, email has a long turnaround time, which may involve several correspondences. The phone channel provides additional challenges, like finding a company’s phone number, being subjected to an interactive voice response (IVR) system, long wait times, putting up with script reading, and longer overall interaction times.

ROI 73

ROI Company Multi-Channel Return on Investment 73