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The traditional customersupport experience has been calling a helpline, being placed in a queue, and waiting for an agent to answer. Web chats on mobile browsers could offer support without degrading the user interface and experience. How can brands offer high-quality customersupport to keep them as a returning customer?
In his 1998 book, The Experience Economy , Joseph Pine observed that the world was shifting in such a way that experiences would become the predominant economic offering — characterized by entertainment, education, esthetic and escapism at varying levels of participation and absorption.
Voice over Internet Protocol (VoIP): This type of system doesn’t use copper wires to connect phone calls. A VoIP phone system thereby creates a virtual phone line. You can enhance customer satisfaction by diverting inbound calls to the right people without requiring the services of a receptionist. What’s even better?
If you have to wait in line as a customer, you want to know that someone will be along to help you shortly, and a call queue allows you to set expectations for your callers like this easily. Everyone’s experienced waiting in line in a call queue when they contact a sales or customersupport center.
It is affordable for small businesses and does not entertain fees or expensive add-ons. Few VoIP (Voice over Internet Protocol) service providers might charge more for receiving toll-free calls. To operate any business efficiently, you need to have a toll-free number for better customersupport and professionalism.
It also happens during prime time (between 9-10 pm) when a lot of people watch their favorite news shows, popular series, talk shows, podcasts, and other educational and entertaining content using the internet. By bundling VoIP telephony with existing internet plans, you can create compelling packages that keep customers engaged and loyal.
Most banks use a VoIP phone system in their customer call centers. It’s fair to say, then, that banks can’t leave phone-based customersupport entirely behind. What’s needed is more modern phone support. The kind of support that integrates with and compliments a bank’s digital offerings.
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