customer experience habits you should get into
TRANSCRIPT
Customer Experience Habits You Should Get Into
AND THE S TA T S TO PROVE THE Y WORK
98 PERCENTA R E C E N T S U R V E Y B Y K I S S M E T R I C S F O U N D T H A T
C U S T O M E R E X P E R I E N C E W A S O N E O F T H E T O P R E A S O N S C U S T O M E R S W O U L D D E C I D E T O D O B U S I N E S S W / A
C O M P A N Y .
THE MORE TIMES A HOLD MESSAGE INCLUDES THE PHRASE “YOUR
CALL IS IMPORTANT TO US”
THE LESS LIKELY SOMEONE IS TO BELIEVE IT.
TIP FOCUS, FOCUS, FOCUS
01
02
03
Automated IVR Benefits
An automated IVR can streamline waiting time
problems by routing calls to a specific agent
based on the customer's needs
Once the call is routed, the agent is aware (based
on department level) of customer's needs and
how to address them
An automated IVR can provide a the caller with the
option to leave a callback number for an agent to
call them back, rather than waiting on the phone
THE IMPORTANCE OF DEMOGRAPHICS
A D P E R F O R M A N C E
U T I L I Z I N G D E M O G R A P H I C S A L L O W S C O M P A N I E S
T O O P T I M I Z E S E R V I C E O F F E R I N G S
125
250
375
500
January February March April May June July August September October November December0
Ages 21-34 Ages 34-52 Ages 52+
83 PERCENT O F H I G H P E R F O R M I N G C O M P A N I E S T A R G E T O R
S E G M E N T A D S 1 . 5 T I M E S M O R E O F T E N T H A N U N D E R P E R F O R M E R S , A C C O R D I N G T O A R E C E N T S U R V E Y
B Y S A L E S F O R C E .
PERCENT OF CUSTOMERS THAT HAD A
NEGATIVE PHONE EXPERIENCE WOULD
BE WILLING TO LEAVE A NEGATIVE
REVIEW ON SOCIAL MEDIA, ACCORDING
TO A RECENT STUDY BY INVOCA.
TIP KNOW WHAT YOU DO, DO WHAT YOU KNOW
PERCENT WOULD
MOST LIKELY JUST GO
TO A COMPETITOR.
3075
SOCIAL
MEDIAis an opportunity to engage
with customers on another
level. It's also a good avenue to
use for customer support.
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