top 5 customer experience trends
DESCRIPTION
Delivering a superior customer experience is a top priority for most contact centers and service organizations. In this one hour webinar you’ll gain an extensive understanding of the trends affecting the customer experience.TRANSCRIPT
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