Hold times and redundancy can be easily avoided with the right callback solution. Businesses no longer have to suffer from negative customer perceptions and consumers no longer have to struggle with inefficient and disjointed customer service. Studies have found that consumers prefer convenient callback options rather than be put on hold. A survey by call center technology evaluation and analysis firm Software Advice uncovered that 52% of consumers would wait no more than five minutes before choosing a callback option and 63% preferred a callback instead of waiting on hold. Companies investing in callback solutions that leverage current technology and provide the most positive customer experience will differentiate their business and maximize their return.
When implementing a callback solution, companies ought to consider the following:
- Callback technology that allows pre-callback questions that are dynamically generated based on the customer journey. When the callback comes from an agent, they are equipped with the right information to more effectively serve the customer. Consumers will appreciate how much a company values their time and experience. Dynamic prequalification will improve first call resolution and eliminate the need to go through an IVR.
- Callback technology that offers a mobile friendly experience. Consumers turn to their smartphones for everything these days. This is an opportunity for businesses to create and exploit micro customer experiences and “mobile moments” serving the customer at the moment of need with an in-app callback feature. Read more on micro customer experiences and mobile moments in our recent blog Disposable Apps and Their Place in Your Mobile
Customer Care Strategy - Callback technology that integrates easily with existing contact center infrastructure. Why rip and replace or deal with difficult integrations when there are solutions that can easily fit into your existing investment in mobile apps and mobile development platforms.
Aspect Callback Mobile, one of the solutions available in the Aspect Mobility suite, is designed with the above in mind. The solution offers in-app callback request with prior prequalification for skills-based routing and complements any mobile application development framework. See diagram below on how the solution works.
Contact us to learn how simple implementation such in-app callback functionality and prequalifying before a callback can save costs while delighting your customers.
The post Starting All Over is Unnecessary with the Right Callback Solution appeared first on Aspect Blogs.
