3 Ways to Make Your Call 3 Ways to Make Your Call Center the Center the StarStar of Your Brand of Your Brand Apr. 25, 2013Apr. 25, 20132:00 PM EDT2:00 PM EDT
Shai BergerShai BergerCo-Founder & CEO, Co-Founder & CEO, FonoloFonolo
Nathanael SidmoreNathanael SidmoreWeb Analyst,Web Analyst,World Travel HoldingsWorld Travel Holdings
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•Q: What does that mean for live agent conversations?
•A: They are more important than ever!
It’s a Multi-channel World
Simple InquiryWhat’s my balance?Where is my shipment?
Complex InquiryI want to return a product.I need product assistance.
Difficult InquiryI have a complaint.I have a charge to dispute.
Live Agent
Face-to-face
Web / Email
Online Chat
Automated Voice
Social Media
Text Message
Live Agent
Face-to-Face
Web / Email
Online Chat
Automated Voice
Social Media
Text Message
Live Agent
Face-to-Face
Web / Email
Online Chat
Automated Voice
Social Media
Text Message
Web strongly
preferred
Phone strongly
preferred
The Full Picture16%
38%
46%
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Customers prefer the phone for non-simple inquiries, but dread the
call center experience.
The BIG Problem
Waiting on Hold (17%)
Phone Menus (12%)
Repeating Information (42%)
What Frustrates People Most?
Source: Clickfox survey, 2011
Waiting on Hold
Phone Menus
Repeating Information
These are
fixable!
Source: Clickfox survey, 2011
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Call-back software that enhances the caller experience by eliminating the most common call center complaints.
1. Waiting on hold2. Phone menus3. Repeating information
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•The Ultimate Call Center Experience
Remove the pain…
Waiting on hold
Repeating Information
Phone Menus
on all channels…Web Inbound call Mobile
with any call center…
Premise Cloud Outsourced
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Works with the call center you have today.
(and the one you’ll have tomorrow)
• World's leading cruise agency
• Over 30 brands, including Cruises.com
• Call center handles 2M calls/yr
Case StudyCase Study
• Cruise bookings are a complex sale
• Many transactions start on the web, but finish with a live agent
• Adapt to preferences of changing demographics
ChallengesChallenges
RequirementsRequirements
• Offer a smooth transition from web to agent, while maintaining context
• Minimal effort in implementation
• Low cost
• Visual IVR maps to existing phone menu options
• Matches look-and-feel of the site
• No changes to the call center
Visual InterfaceVisual Interface
Adding Fonolo to the WebsiteAdding Fonolo to the Website
A few lines of HTML is all it takes to embed the widget.
Amazing ResultsAmazing Results
To see the rest…Register for this FREE webinar.
Apr 25, 20132:00 PM EDT
