How Rich Contact Experience can help you and your customers?
At the same time, consumers trying to get customer service have to deal with number hunting, manual dialing, complex Interactive Voice Response systems (IVR), and endless, repetitive, on-hold music, while waiting for a contact center representative to pick-up.
Imagine a better way. A way for your customers to reach you that appears dynamically, during a customers transaction. Imagine that no calls are presented to your contact center unless, and until, the caller is identified and the reason for the call is known in advance.
Interactive Voice Response (IVR) is a great tool, but nobody likes using it. Not even with speech recognition.
Imagine that you could identify and segment your callers, and pre-determine routing, before the call even starts? Now, imagine also that you can capture location-based information at the same time.
Compounding the problem, the time that your customers wait in queue for a representative is billed at the same rate as time spent talking with a contact center representative. The whole toll-free experience is unchanged since 1967—think ‘Super Bowl I’. For example, your only hope for segmenting high value customers is to provide them with a separate, secret, toll-free number, and hope they remember it.
- Paying only for identified callers when the reason for the call is known
- Paying only for time spent with a representative, not for time spent playing on-hold music
- Not having to ask your customers to memorize multiple telephone numbers
- Lower costs, and rates that are easier to negotiate
Sending documents is not much easier: not many people have a fax machine, or have even seen one lately. So, after a call with your agent, your consumers are often left hunting down a way to quickly send documents into your contact center.
Imagine that they could send those documents from their smartphone, while talking with your agent. After all, it is 2014.