Contact Center Solutions Featured Article

Speed is Important in Online Customer Service

May 30, 2012

While your call center probably has a quality program that measures a number of metrics, it may be focusing on the wrong things. As it turns out, time is the most important metric. A recent study found there is a direct correlation between sales and the speed-to-answer in the call center.

The study suggests the most important metric to track is time spent on hold, since it may have a direct correlation to sales conversion rates. Research was based on a survey of consumers that found that customers who got a response in less than a minute were 58 percent more likely make a purchase, and 73 percent more likely to recommend the brand to someone else – critical in these days when brand advocacy is so important.

But it's not only the telephone that requires speed. While customers once expected that most of their e-mails to a company website would enter a “black hole,” generating an auto-response (if they were lucky) and a generic, unhelpful personal response weeks or months later (if they were really lucky), that kind of Web-based service just doesn't cut it anymore.

As more people adopt the Internet as a standard method of communication, providing a superior and timely customer experience is imperative; customers want answers, and they want them now.

Many companies have a program in place to receive Web-generated leads and inquiries: these types of programs have doubled or even tripled in the last few years. But problems arise when companies lack the capacity or strategy to effectively respond to this increase. If you’re slow to initiate contact, your lead is likely visiting your competitor’s website, hoping for a faster response, and giving your competitor the chance to beat you to the punch.

On Tuesday, June 12, TMC will co-sponsor an event with InfoCision (News - Alert) and Time Warner Cable to help educate companies with a need for a high-quality online customer service presence. The Web event, “Three Keys to Creating a Better Online Customer Experience,” will help participants understand several important points:

  • Why it’s more important than ever to be equipped to rapidly handle online leads and customer inquiries
  • Why seconds count – the benefits of speed in qualifying and converting online leads
  • How you can take customer service from a cost center to a profit center
  • Developing a robust web-generated lead program – speed isn’t the only differentiator.

For more information or to register, click here.




Edited by Braden Becker

Article comments powered by Disqus

Related Contact Center Solutions Articles

Contact Center Solutions Week in Review: Interactive Intelligence, BT and Accenture

The future is now, or at least it is coming at us fast in the Contact Center Solutions Community, and there are two great ways to be part of the industry buzz as to what is unlikely to unfold in 2015. The first is to attend ITEXPO East, January 27-30, 2014 at the Miami Beach Convention center. This is a great opportunity to be warm and more to the point, hear, see and discuss contact center issues in person with peers and subject matter experts. [ Read More ]
01/17/2015

Customer Experience: The Last True Differentiator

In Ernst & Young's Global Consumer Banking Survey 2014, customers chose "the way I am treated" as the second most important reason for trusting their banking provider, just behind the understandably important "financial stability" of their bank. Customer experience was also cited as the most common reason for opening and closing accounts, more important than fees, rates, locations or convenience. Approximately 40 percent of customers planned to open or close an account in 2014. This means banks … [ Read More ]
01/16/2015

Digital Is Driving Businesses to Offer Personal and Intuitive Customer Experiences says Accenture Report

The preoccupation with improving the customer experience (CX) by C-levels around the world has been a trend for several years. In fact, the fastest growing C-level position is Customer Experience Management Officer (CEMO) or some variation on the title. And, as CX becomes ever more important as the means to provide differentiated value, delighting existing customers and for obtaining and keeping new ones, the preoccupation will not only grow more intense in 2015, but so will the investments in t… [ Read More ]
01/16/2015

BT Launches New Personalized Video Message Service

When it comes to contact center out-reach there are two trends that everyone needs to literally and figuratively keep an eye on in 2015. They are "personalization" and "video." And, while the first may seem obvious since the goal of marketers is to make customers and prospects feel appreciated with tailored messages uniquely for them, the use of video on the outbound side of things is after many years becoming something more than a novelty. [ Read More ]
01/15/2015
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!