During the 2013 holiday shopping season, Deloitte found that 47 percent of consumers identified the Internet as their favorite shopping destination. As of 2013, smartphone sales are exceeding feature phone sales worldwide. The millennial generation is projected to represent a $2.45 trillion market in 2015, according to one study, and more than 75 percent of millenials access the Internet from their mobile telephone, shopping, sharing and more.
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.
Modern mobile telephones are fantastic devices that could not have been imagined just couple of decades ago, but they inherited one thing from old phones, aside from an antique ring tone: the DTMF keypad. And, do you know what? That keypad is used only when consumers contact your business.
Interactive Voice Response (IVR) is a great tool, but nobody likes using it. Not even with speech recognition.
Imagine that 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.
Inbound toll-free rates are tough to negotiate, and the aggregate costs even harder to keep down.
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
For customers on a call with a contact center representative, discussing a complex problem, mere words are not enough. Yet, that’s typically the only option offered to them, even on a mobile telephone with two cameras and video capability.
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.