The Longer Customers Wait, the Harder it is to Provide Quality Customer Care: Web Callback is the Missing Puzzle Piece
October 10, 2012
By Allison Boccamazzo
, TMCnet Web Editor
Face it, no one now-a-days likes to wait for anything (did they ever in the first place?) Whether it’s waiting for your friend or relative to call you back or text you, waiting for a pick-up at your favorite restaurant or waiting for an important delivery, we all similarly pretend to be respectfully patient when we’re well-aware of the bottom line: no one likes waiting.
Conversely, it’s rather difficult to deliver rapid results with little to no waiting time – or at least to do so efficiently. Finding the perfect balance of fast, well-organized and proficient customer care is something that every business is either currently struggling with or has in the past. Striving to overcome this obstacle is also nothing new. Almost every time you dial in to a call center, you most likely reluctantly do so for the mere fact that you’ll probably be on hold for some time before gaining the brief attention of a busy agent.
To address these types of situations, businesses have been implementing various sorts of solutions to ease the negative effects of long waiting times, rather promoting quick and efficient customer-to-agent experiences. One such solution inevitably stands out among the rest. In fact, it’s predicted to become the future of customer care, redefining the customer experience altogether.
This solution is called Web Callback.
Many may not know that this up-and-coming technology is already integrated in some of the world’s largest and most thriving organizations, such as Amazon, who has implemented Web Callback as its only form of customer service.
Web Callback not only makes it easier for agents to reach customers, but also preps them on the exact discussion they’re going to have. In the meantime, agents can maintain and increase productivity by being able to accomplish more tasks more quickly. First call resolution is something which every business undoubtedly strives to achieve; with Web callback, first call resolution is nearly guaranteed.
Due to the momentous success of Web callback, companies such as 8x8 are now adding the technology to their line of already prestigious offerings. 8x8 (News - Alert), for example, is introducing Web callback at an affordable, rent-per-month fee basis.
With Web Callback, the agent gains unprecedented customer insight, which in turn, simplifies the conversation on the users’ end, as Web Callback technology uses information gathered actively and passively about the Web visitor or service user to keep agents fully informed and prepared for their call.
To learn more about Web Callback, its benefits and how it works, I highly recommend listening to the recording of a recent 8x8 webinar held titled, “Don’t Call Us, We’ll Call You: How Web Callback Changes Everything for Inbound Call Centers,” where everything you need to know about this coveted technology is covered by two of the company’s esteemed experts, Rob Townsend, senior product manager, 8x8 Virtual Contact Center, and Josh Varela, sales engineer, 8x8.
To listen to the recording, click here.
Edited by Amanda Ciccatelli