Shai BergerCo-Founder & CEO Fonolo

Webinar: Are You Losing Customers

to Hold Time? May 1, 2014 2:00 PM ET

Hold-Times Are A Top Complaint

of customers have ditched a company because of poor telephone customer

service.

Source: www.callcenterhelper.com

60%

say “just ONE unpleasant contact center experience is likely to make me take

Source: YouGov

76%my business elsewhere.”

have left a company because of poor phone service.

Source: Zendesk

60%

The Impact of Social Media

Tweet Venting!

Source: onholdwith.com

Source: Forrester

Make sure you have a smooth escalation path to a phone call.

75%of consumers move to another channel when online customer service fails. Unnecessary service costs due to channel escalation are $22 million on average.

When Self-Service Fails

Why Call-Backs?

Call-backs can eliminate hold-time

and so much more…

75%

Consumers who think the option of a call-

back is “highly appealing”.

- Forrester

#1: Happier Customers

“Our customers are delighted with call-backs. It really turns a negative into a positive”.

- Nationstar Mortgage(Fonolo Customer)

#2: Fewer Abandons

“Our abandon rates were really reduced during times of

high call volume”.- Bright Horizons Family Solutions

(Fonolo Customer)

32%

Reduction in abandoned calls after

adding a call-back option.

- ContactBabel

#3: Higher Conversion Rate

“Fonolo dramatically raised the engagement with our

younger members”.- 1st United Services Credit Union

(Fonolo Customer)

83%

Consumers requiring some degree of

customer support during an online purchase.

- eConsultancy

A real-life phone interview

Register for this free webinar to join the live Q&A.

May 1, 2014 2:00 PM ET

Register Now!