Comm100

FEBRUARY 1, 2023

Lower wait times and faster issue resolutions Research shows that digital channels like live chat are overtaking phone support in popularity, and especially among Gen Z and Millennials. This means that agents can handle multiple chats at once compared to phone calls where only one conversation is possible at a time.

Effort Score 223

Effort Score Wait Times Video Communication 223

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

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. That’s certainly true of chat support. What’s the bottom line? About GlowTouch.

Customer Satisfaction 52

Customer Satisfaction Contact Center Software Contact Center Omni-Channel 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. Founded in 2002, our 1,700 employees deliver for our clients by combining operational excellence with high-touch engagement.

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. About GlowTouch.

Competitive Advantage 52

Competitive Advantage Effort Score Return on Investment Resources 52

GlowTouch

JULY 2, 2020

Be Clear and Concise About Wait Times. Being clear and upfront with wait times will keep customers “on the line” when they would otherwise abandon the interaction to find support elsewhere. Founded in 2002, our 1,700 employees deliver for our clients by combining operational excellence with high-touch engagement.

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