Is your customer service line absolutely exploding? During this strange time of social distancing, customers are probably reluctant to go to a store in person. If they need assistance with your product or service, they’re likely to pick up a phone. That means your customer service agents may be feeling overworked, and the customers calling in may be facing long wait times.
But people don’t like to spend much time with their cell phone pressed to their ear, waiting for the obnoxious music or recorded message to stop. According to a 2015 Consumer Reports study, 57% of people have been so frustrated with long wait times on a customer service line that they decided to simply hang up the phone instead. Why is this a huge problem?
- Your reason for being in business is to serve your customers. If you aren’t helping them solve their problems, you aren’t succeeding.
- Hanging up without getting to speak to an actual human is going to leave a sour taste in customers’ mouths and damage your brand.
- When you have large spikes of call volume, you’re going to find yourself spending money to hire additional resources—you’ll need a much larger customer service team during busy times, like the holidays. Especially during this time of a global pandemic, you may be facing staffing shortages; the last thing you want is to hire additional people.
- If customers aren’t able to utilize your products and services to solve problems in their lives, they aren’t going to recommend you to others. Word of mouth is still an important piece of marketing, and without it, your company is going to struggle. But why would someone recommend a product or service he or she had an issue with if he or she received no help with it?
So, long call waiting times for your customers isn’t just frustrating—it’s bad business.
Enter: callback software.
Callback software is incredibly useful for a modern business. Imagine a client being able to choose which time he or she would like to be called back or having the option to select as soon as possible when calling in with a question or concern. Then, he or she could go about the day and not waste time waiting for someone to answer a phone call. Furthermore, this person is likely to be in a much better mood because he or she didn’t just waste hours on end waiting for someone to acknowledge him or her. This will likely lead to a more positive interaction with the customer service agent, which will boost morale among your customer service team. Speaking with customers pleasantly about a problem they’re facing is a radically different experience than speaking with customers who are angry they’ve been on hold for 24 minutes.
Callback software also represents an important trend in marketing: personalization for the customer. Customers don’t want to give you hours of their time; they want to be able to choose when, where, and how they’re going to interact with you. Callback software allows them to make the interactions look the way they want them to.
If you haven’t yet considered using callback software for your customer service team, now may be the time to do so. Here are three of the best brands of callback software available on the market in order to help you better serve your customers.
Zendesk Talk: Zendesk offers some of the most affordable plans available in terms of call center solutions. Its callback software is basic and straightforward: Customers are given the option of receiving a callback while their spot in the queue is saved. You can also specially design your system to create a maximum wait time or queue, so if there is a particularly long wait time, customers are either sent to a voicemail or made to receive a callback. If you have a smaller company with fewer agents and are looking to just dip your toe into callback software, Zendesk is a great option to start with—it’s competitively priced and intuitive to use.
Five9: Five9 is useful software that allows customers to schedule the time they’d like to receive a call and then instantly pops those customers’ information up on an agent’s computer screen. It’s a great choice for any customer service team looking to expand its productivity and handle a wide volume of calls quickly. Customers can also be routed to different agents, making sure the workload is balanced among your team and connecting people with the agents most likely to be able to help them. With fairly affordable pricing and the option to skip a long-term contract and instead just try it out for a short period of time, Five9 will help you become familiar with callback software before asking you for a long-term commitment.
Fonolo: If you’re looking for more bells and whistles, Fonolo may be a great fit for you. Fonolo is known as a world-class callback software, and it’s no surprise why. It offers a wide variety of personalization that lets your customer do things like schedule when they’d like to be called back or opt for a callback at any point during their journey, not just right away at the beginning. Fonolo even allows customers to book a call spot over the Web, adding an extra level of convenience. If you know your ideal customer and what he or she is going to be looking for in terms of customer service, chances are high that Fonolo will be able to meet that need.
Callback software allows you to connect your customers with a customer service agent in a way that’s both efficient and stress-free. It will improve your customer experience and get your product or service in the hands of more people. There are truly very few downsides—of course, any software worth its stuff may be an investment, but this is one customer service tool you’re going to want to pull your pennies together for. Investigate these three pieces of software, and see which one will work best for your business.