No matter how good your self-service is, there are times when online customers feel it best to speak with a representative. But after a frustrating web experience, the last thing you want is to make them wait in queue for assistance. With just a single click, Genesys Web Callback enables your online customers to bypass the queues, request an immediate return call, or schedule a callback from your representatives at a convenient time of their choosing.
Long call queues lead to high customer effort and lost customers
Few situations do more to undermine the customer experience than making a customer wait on hold to speak with a customer service agent. This is especially true of online customers, who are usually calling customer service because they couldn’t find all the information they needed online. Often they are frustrated already—the longer the hold time, the greater their frustration.
What is worse, customers who wait in queue often find themselves talking with agents who don’t have the answers to their problems, and may not even know how to find those answers. With Genesys Web Callback, part of the Genesys Customer Experience Platform, requests are intelligently routed to the most appropriate agent, leading to a considerable reduction of customer effort and an enhanced brand Image.
Deliver greater sales and satisfying service with Genesys Web Callback
Studies indicate that people are more likely to make a high-value online purchase after talking to a representative, as the phone remains a critical part of an effective online customer sales/service mix. By empowering your customers to control the timing of a phone call and avoid waiting in queue using Genesys Web Callback and you’ll see your customer satisfaction ratings soar and your sales activities become much more effective.
Giving agents flexibility and customers control to expedite resolution
Genesys Web Callback gives customer service agents all the tools they need to manage and make the most of calls with customers. The unified desktop gives agents complete customer contact histories, plus the ability to preview, reschedule, or cancel callback requests before they initiate a call to preserve minimum resolution time.
Take the queue out of the equation with Genesys Web Callback
Few will argue that, despite the growth in digital channels, the phone remains a critical channel for any successful customer service operation. Likewise, no one will dispute the frustration that results from waiting in a queue for a call with a customer service agent. Genesys Web Callback helps companies bridge that divide, ensuring that the phone is utilized to its maximum potential by giving customers control over how and when calls will take place.
