How Implementing Call-Back Technology Improved Customer Loyalty

How Implementing Call-Back Technology Improved Customer Loyalty

Shai BergerCo-Founder & CEO Fonolo

Mark EdelmanVP Member Services,1st United Services Credit Union

Why Call-Backs?• Happier Customers• Less Abandonment• Lower Telco Costs• Shorter Handle Times

75%of consumers describe

the option for a call-back as “highly appealing”.

32%fewer abandoned calls after call-backs added, based on study of 200

call centers.

A real-life phone interview

Call-Back Software for the Call Center

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

In-Call Rescue

Give callers the option to receive a call-back when hold times are too long.

“Press 1 to get a call-back from the next agent.”

How it WorksCustomer relaxes

while waiting for call-back.

Call transferred to Fonolo

Call Begin

s

Fonolo connects caller and

agent

Let customers easily connect to a live agent, directly from within your mobile app.

Mobile Rescue

Visual IVR

Ready-to-Use Component for Your Mobile App

Pre-call Questions

Virtual Queuing

Enable customers to seamlessly transition from web to live assistance.

Web Rescue

No Need for ITAdd the widget to your site with just a few

lines of HTML.