Can Automation Improve Customer Experiences? - CloudCall

Can Automation Improve Customer Experiences?

By September 24, 2015Customer Experience

Firstly, let’s talk about James.  James has an issue with his car insurance and decides to call them on his lunch break. He carefully selects the department he needs to talk to.

Sheila also has an issue with her car insurance and like James decides to call them once on her lunch break and just like James she carefully selects the department she needs to talk to.

James is greeted with a familiar message ‘Thank you for holding. Your call is important to us. All of our agents are currently busy and we will answer your call as soon as possible’

Sheila however, is greeted with the following the message ‘Thank you for calling, to request a call back from one of our agents please press 1 or to leave a voicemail please press 2’.

Sheila presses 1 ends her call and continues with her lunch safe in the knowledge that she will get a call back when an agent is available to talk with her.

James continues to hold, time is ticking by in his precious lunch break and the hold music is only briefly interrupted with the same message over and over again ‘Thank you for holding. Your call is important to us. All of our agents are currently busy and we will answer your call as soon as possible’.  He begins to get frustrated and makes a mental note to swap insurance companies when the time comes to renew.

Sheila, is back from the shops and has just made herself a cup of tea when her phone begins to ring.  Perfect timing she thinks and she answers her phone.

I am sure we can all relate to James’ situation and the frustration of endlessly waiting for someone to answer your call. His experience here has not been positive and based on this he is considering taking his custom elsewhere.

Sheila however, has had a very positive experience. She was able to continue with her lunch

and complete the other tasks she needed to. Her call was returned in a timely manner and had a very positive interaction with her insurance company.  Sheila’s scenario is possible and savvy businesses are already taking advantage of this queue busting technology to drive improved customer experiences at the very heart of what they do.

CloudCall’s advanced functionality such as Queue Call Back are designed with your customer’s in mind.  We understand the need to offer a great service to all customers at all times. To find out more about Queue Call Back and the CloudCall solution get in touch.

Ben Blance

About Ben Blance

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