top 5 customer experience trends

Top 5 Customer Experience Trends for 2013

Shai BergerCo-Founder & CEO Fonolo

Sept 26, 20132:00 PM EDT

The Appeal of Self-Service

3

Q: What does that mean for live agent conversations?

A: They are more important than ever!

It’s a Multi-Channel World

of customers have ditcheda company because of poor telephone customer service.Source: www.callcenterhelper.com

60%

Mobile is a Must-Have

US Smartphone Penetration

Feature Phones

Smartphones

50%

Social Media Adds Pressure

Source: April 2010 study by ROI Research

Share opinions about companies or products

33%

A real-life phone interview

Call-Back Software for the Call Center

Consumers who think the option of a call-back is

“highly appealing”.- Forrester

Deployment in days

Works with equipment from any vendor

Cloud =

Why Fonolo?

Affordable (starts at $15k/yr)

Cost scales with usage

=SaaS

Replace hold-time with a call-back on all channels.

In-Call Rescue Mobile Rescue Web Rescue

Solutions

A real-life phone interview

Interested in seeing more?

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

Sept 26, 2013 2:00 PM EDT