Comm100

FEBRUARY 1, 2023

Robust solutions can also automatically send messages to students to promote engagement before a student leaves without an answer. By providing a fast and convenient digital channel, live chat is uniquely suited to meeting the needs of today’s students. One study found that 73.4% One study found that 73.4%

Effort Score 223

Effort Score Wait Times Video Communication 223

GlowTouch

AUGUST 26, 2020

The question is, what’s the best way to keep your average wait time down to reasonable levels? They can grow the team to keep up with increasing demand and keep wait times within your pre-defined parameters. Could you streamline and optimize your fulfillment process, perhaps by developing an omnichannel strategy?

Customer Satisfaction 52

Customer Satisfaction Contact Center Software Contact Center Omni-Channel 52

GlowTouch

NOVEMBER 6, 2020

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. Be organized: schedule for peak periods, be aware of promotions, understand shipping times if they’re applicable.

Sales 52

Sales Ecommerce Contact Center Return on Investment 52

GlowTouch

JULY 10, 2020

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. As the above information clearly demonstrates, chat support can have a profound and positive effect on a company’s other service channels.

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.

Competitive Advantage 52

Competitive Advantage Effort Score Return on Investment Resources 52

GlowTouch

JULY 2, 2020

Tailored training that offers a deeper product, service, and institutional knowledge results in quicker response times, increases customer engagement, and becomes a vital asset for your live chat support team. Vague answers from disinterested agents diminish genuine live chat engagement. Be Clear and Concise About Wait Times.

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