GlowTouch

JULY 10, 2020

The reality is that live chat sessions offer many advantages that phone interactions cannot provide. They may feel more comfortable interacting with an agent in real-time conversation when clarity of communication is needed. Reduced resolution time means reduced costs.

Customer Satisfaction 52

Customer Satisfaction Average Handle Time Return on Investment Effort Score 52

GlowTouch

NOVEMBER 6, 2020

Treat every customer interaction as though it’s the first communication with that customer. 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. Humanize the brand.

Sales 52

Sales Ecommerce Contact Center Return on Investment 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. By leveraging outsourced support to eliminate key points of friction in customer interactions, you’ll build trust and confidence in your users.

Competitive Advantage 52

Competitive Advantage Effort Score Return on Investment Resources 52

GlowTouch

JULY 2, 2020

If customers expect an authentic experience and an automated chatbot greets them instead, chances are they will end the interaction. If the customer cannot resolve the issue on his own or with another support method, the customer may not become a return customer. 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