Bad Telephone Customer Service Is Bad for Your Bottom Line

Bad Telephone Customer Serrvice Is Bad For Your Bottom Line

It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.” –Warren Buffett

Have you ever considered the true impact of bad telephone customer service, and its affect on customer loyalty, satisfaction and the bottom line? Consumers define the rank the top 3 bad phone customer service as:  long wait times/bad on hold experience, difficult to navigate menus and multiple transfers within the same call.

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FAQ’s for Adding Custom On Hold Music to VOIP Phones

FAQ's for VOIP Custom Music On HOld

There’s a steady buzz about switching from your old-fashioned PBX/KSU Telephone System to today’s feature rich VOIP phone systems, but there seems to an itsy-bitsy blind spot that most consumers and even VOIP providers forget about — On Hold Music!

On hold music is an important element to increasing caller retention and decreasing caller hang up rates. In addition, custom on hold music also sets the tone of the brand image of your company,  can be used to promote your products and services and inform callers of a variety of important details about your business.

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Please Hold for This Customer Touchpoint Reality Check!

Please Hold for This Customer Touchpint Reality Check

Though we live in a seemingly anonymous culture (where “self-service” is so prevalent), customers increasingly want a personalized experience where it matters, and it most cases it’s “customer service”. And, when it comes to customer service, you may not think the telephone is a popular choice for consumers.  According to Forrester’s North American Technographics Customer Experience Survey, nearly 80% of consumers prefer using the telephone to speak with a customer service agent, thus the telephone is still  the most commonly used customer service channel. So, if you thought telephone customer service is low on the totum pole for customer satisfaction – far from it; there are times when consumers have complex questions or an emotional need such as reassurance that only the telephone can satisfy.  Now that we know the telephone is still a vital touch point, and especially when it comes to customer service, then why are so many businesses still getting it wrong?

Why this Customer Touchpoint Is So Important!

Mattersight Corporation surveyed more than 1,000 consumers throughout the United States.

Survey Findings at a Glance:

66%: Two-thirds of consumers are frustrated before they even start talking with a customer service representative.

The #1 complaint: Long wait times, coupled with poor on hold experiences are among the number one things that annoys customers when contacting a company for customer service.

75% of consumers said they leave calls frustrated, even if their problem was solved…

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