No matter how good your self-service may be, there are times when customers feel that their best chance at solving a problem is to get on the phone with a live person. But this introduces the possibility that these same customers will experience the frustration of waiting in call queues or not having the option to request a callback from a web or mobile app.
Large call queues lead to high customer effort and lost customers
Few things do more to undermine the customer experience than forcing them to wait on hold to speak with a customer service agent. This is especially true of online customers, who are always just a click away from the competition. The longer the hold time, the more likely they’ll hang up the phone and head to a competitor’s site instead.
What’s worse, customers who wait in a queue often find themselves talking with agents who don’t have the answers to their problems and may not even have the right knowledge to find those answers. With Genesys Callback, part of the Genesys Customer Experience Platform, requests are intelligently routed to the most appropriate agents, leading to reductions in customer effort and a much better brand image.
Deliver effective, satisfying, omnichannel callback service
Studies indicate that people are more likely to make a high-value purchase online after speaking with a customer service agent. In other words, the phone remains a critical part of an effective online sales strategy. By giving your customers control over the timing of a phone conversation with Callback, your customer satisfaction ratings go up, and your service becomes much more effective.
Callback enables your customers across web, mobile, and IVR touchpoints to—with just a click or IVR selection—schedule a callback from an agent at a convenient time for them or request one immediately. The result is a truly integrated omnichannel callback experience.
Giving agents flexibility to reduce resolution time
Callback gives customer service agents the tools they need to manage and make the most of customer calls. The Genesys Workspace desktop reduces resolution time by providing agents with complete customer contact histories and context, as well as the ability to preview, reschedule, or cancel callback requests before initiating calls. Callback also enhances the ability of existing staff to manage peak call volumes by shifting return calls to non-peak times.