Implementing a callback in customer service is a simple way to reduce telephone queues, smooth out workloads and give customers a smoother experience. But for the function to truly deliver, it needs to be well thought out – from when it is activated to how the call-back is carried out and followed up. In this guide, you get concrete steps to …
Guide: How to set up an effective callback function Read More »
Having to wait for help is one of the biggest sources of frustration for customers when contacting customer service. Several studies show that tolerance for waiting time is low—and often drops rapidly the longer the wait goes on. What does the research say? 60 % of customers consider 1 minute to be the maximum acceptable waiting time on the phone before they become...
How waiting times affect the customer experience – and what you can do about it Read More »
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