Interactions

JUNE 24, 2022

Handle product support inquiries and increase upsell opportunities. With technology taking the lead and customers being able to complete tasks through self-service, the usual pain points we all despise like long wait times, multiple transfers, and figuring out incorrect information will be eliminated.

Wait times 62

Wait times Self service Upselling Accountability 62

SmartAction

OCTOBER 25, 2023

Frustration and Disrespect: Customers who turned to the voice channel often encountered frustrating experiences, such as lengthy wait times, convoluted menu systems, and inadequate responses. They opted for other channels or, worse, turned to competitors offering more user-friendly service.

Interactive Voice Response 91

Interactive Voice Response Customer Service Virtual Agent Self service 91

Fonolo

FEBRUARY 9, 2023

Were their wait times 30 seconds or 10 minutes? Or how many opportunities to upsell a customer were missed because the customer support agent didn’t have the time to build a relationship with the customer? 3. But you really don’t know anything about how those calls went. This variability is critical.

Service level 142

Service level Call Center Abandon rate Metrics 142

Hodusoft

JULY 24, 2024

Cross-selling and Upselling Cross-selling means selling related or supplementary products to customers. Upselling means selling a higher-end version of a product they intend to buy or have already bought. Both cross-selling and upselling strategies involve selling to an existing customer.

Customer retention 52

Customer retention Call Center call center software Interactive Voice Response 52

Interactions

APRIL 16, 2020

IVAs have the scalability businesses need to handle any volume, at any time, without the stress of needing to quickly train new agents. Self-Service. They don’t just want immediate care without wait times, they want the opportunity to self-serve. The reality is that customers have evolved. Personalization.

Self service 71

Self service Contact Center Upselling Interactive Voice Response 71

TeamSupport

AUGUST 17, 2020

And in the course of the dialogue, may uncover an opportunity to upgrade their account—an upselling opportunity—and that can only be determined by taking time to find out what the real problem is…and fix it! Cost center : We need to keep wait time down, so we get customers off the phone as fast as we can. Self-service.

B2B 59

B2B Self service Upselling Customer Support 59

TeamSupport

MAY 19, 2020

The solution could even be to upgrade their account—an upselling opportunity—but you won’t know until you actually find out what the real problem is! Cost center : We need to keep wait time down, so we get customers off the phone as fast as we can. What about the other channels like self-service and visual support?

B2B 64

B2B Customer Support Upselling Wait times 64

aircall

DECEMBER 9, 2016

This presents you with opportunities for upselling and capitalizing on their loyalty towards a mutually beneficial relationship. This time-consuming process is incompatible with a sole focus on sales. Provide self-service resources for questions and support, but also make yourself available for questions.

Customer centricity 81

Customer centricity Customer retention Upselling Customer effort 81

Hodusoft

AUGUST 8, 2024

More Room for Cross-Selling and Upselling Opportunities Cross-selling means selling related or supplementary products to customers. Upselling means selling higher-end variants of a product to customers. Inbound call centers can enhance the prospects of cross-selling and upselling by leaps and bounds.

Call Center 52

Call Center call center software Abandon Call Upselling 52

Enghouse Interactive

SEPTEMBER 3, 2021

Their overall revenue growth was attributed to increased customer engagement, higher levels of satisfaction, and more extensive conversations with appropriate subject matter experts (SME’s) resulting in more upsell and cross-sell opportunities. The Upside of a Single-Source UC/CC Solution.

contact center solutions 68

contact center solutions Contact Center Call flow Enterprise 68

GetFeedback

AUGUST 16, 2018

Customer success can spot upsell opportunities, or prioritize red accounts that need extra love. Self-Service Metrics. Although customers like talking to your support staff over the phone or via live chat, time and effort are saved on all sides when customers can help themselves. How do you measure it?

Metrics 79

Metrics Customer Service Surveys Self service 79

Hodusoft

JULY 2, 2024

High Call Volume: Long wait times & high turnover rates in contact centers lead to increased abandonment rates and missed opportunities for upselling and cross-selling. The experts suggested options like implementing advanced call routing and self-service options for managing high call volumes effectively.

Agent burnout 52

Agent burnout Customer Experience Abandon rate Average Handle Time 52

Spearline

DECEMBER 19, 2022

Self-service tools Self-service tools are a boon for the beleaguered caller who wants a resolution to an issue, not a scenic trip through your contact center departments. These are just some of the options that make self-service the convenient, inclusive, and empowering choice for your customers.

Contact Center 52

Contact Center Interactive Voice Response Self service Gamification 52

Hodusoft

OCTOBER 19, 2022

It either offers a call-back option or directs the callers to self-service options to serve them during after-office hours. Customers gain the convenience to clarify their doubts about complex financial services/products at their preferred time. Read Also: How can insurance companies improve customer service?

Contact center software 52

Contact center software Contact Center Finance Abandon rate 52

Netomi

APRIL 19, 2022

Customers today desire self-service options, many preferring to resolve their own issues without involving customer support agents – and gamers are no exception to this trend. Reimagining the Gaming Experience: An Gamer-Centric Approach to CX in Gaming.

Customer Experience 64

Customer Experience Chatbots Self service Construction 64

VHT

APRIL 2, 2019

As a result, it takes less time to expose transactions as self-service. Less Waiting. Calls go faster so wait times drop and more people get help. Plus, employees have more time for problem solving, supporting customers through high-stress transactions, and upselling. Better Automation.

Upselling 63

Upselling Wait times Self service Accountability 63

VHT

SEPTEMBER 10, 2018

Here are just some of the ways AI is already being used: Improved Self-Service – Customers want their issues resolved immediately and choose the brands that deliver this level of service. AI-powered chatbots enable this to happen by providing 24×7 service.

Customer Experience 48

Customer Experience Chatbots Self service First call resolution 48

Inbenta

MAY 16, 2022

From scheduling to account checks and top-ups, chatbots provide a way for customers to carry out a variety of service operations, without the need for a live agent. This has empowered telecom companies to reduce their waiting times, decrease call volume and increase customer satisfaction. What are AI chatbots?

Chatbots 52

Chatbots Interactive Voice Response Telecommunications Self service 52

JustCall

OCTOBER 25, 2023

It also presents opportunities to know your customers better and even expand revenue through upselling and cross-selling. For instance, an inquiry made by a price-sensitive prospect would be handled differently than that of someone showing potential for upselling your product/service. to help you address their inquiries better.

Chatbots 52

Chatbots Upselling CRM Self service 52

Call Experts

MAY 20, 2022

A good help desk for SMBs will help you maintain that level of commitment to your customers by providing intelligent automation and self-service options. . One of the most significant benefits of a help desk is eliminating the need for additional resources during peak times. As such, strive to reduce Average Waiting Time.

Contact Center 98

Contact Center Answering services Call Center outsourcing 98

NobelBiz

SEPTEMBER 26, 2023

Boost efficiency, reduce wait times, and provide self-service options that empower your customers. Tailored messages can provide valuable information, like self-help tips or current promotions, reducing frustration and the need for agent assistance.

Personalization 59

Personalization Interactive Voice Response Customer Experience First call resolution 59

SmartAction

JUNE 9, 2023

enhancing efficiency and reducing wait times. Expansion of Self-Service Empowering users through self-service capabilities with AI, allows them to find information, solve problems, and accomplish tasks independently.

Virtual Agent 75

Virtual Agent Chatbots Self service Feedback 75

Fonolo

JUNE 9, 2014

Or how many opportunities to upsell a customer were missed because the customer support agent didn’t have the time to build a relationship with the customer? If we take the time to understand why our customers are calling, we may find that they may stand to wait a little longer to speak to someone.

Service level 96

Service level Call Center Abandon rate Metrics 96

Hodusoft

DECEMBER 16, 2022

It improves the efficiency of customer self-service platforms by delivering transparency. For instance, it notifies customers about call hold times. Data analytics also fosters sales and increased custom retention for companies who upsell or cross-sell while providing customer service.

Call Center 52

Call Center Technology call center software virtual call center 52

NobelBiz

JULY 25, 2023

According to Time Doctor “ Call center analytics can help businesses identify the most common customer issues and create self-service solutions to address them, reducing the need for customers to speak to a representative.” Check out this article and some best practices on Performance Management for Leaders, Managers and Agents.

Analytics 98

Analytics Call Center Contact center software Scripts 98

Balto

JANUARY 2, 2025

Tools like Balto provide real-time coaching to ensure agents respond with empathy, accuracy, and efficiency. Beyond just addressing issues, AI helps agents upsell, cross-sell, and create memorable experiences that leave customers delighted. Impact: Lowers abandonment rates by reducing hold times and streamlining workflows.

Call Center 52

Call Center Abandon rate Interactive Voice Response First call resolution 52

Avaya

DECEMBER 1, 2016

This can create a much more efficient experience by increasing first contact resolutions, reducing interaction handling times, reducing or eliminating transfers to other agents, and reducing callbacks. The preference to use self service is on the rise, and can be a money saver for the company and a time saver for the customer.

Customer Experience 57

Customer Experience Multichannel Interactive Voice Response Contact Center 57

JustCall

AUGUST 8, 2023

This minimizes wait times and increases customer satisfaction. Virtual Agents AI chatbots can understand and respond to customer queries in real time. Customer personas help the organization assess when to cross-sell and when to upsell their products or services. Thus, fostering customer loyalty and satisfaction.

Contact Center 52

Contact Center Interactive Voice Response Customer Service Virtual Agent 52

Hodusoft

MARCH 8, 2019

If they do, they can conduct cold calls or just send SMS with offers to existing customers and upsell or cross sell. However, by using the predictive and auto dialing features they can improve on cross selling and upselling opportunities. There is no wait time. Ecommerce sites may or may not leverage this feature.

Contact center software 40

Contact center software call center software Interactive Voice Response Contact Center 40

Talkdesk

FEBRUARY 5, 2021

Video commerce has become a great tool not just for consumer education, but also for upselling and cross-selling. Hibbett Sporting Goods’ call center was not ready for that type of demand, so they were forced to get creative and do things like offering free package insurance to help cut down on customer service calls.

Contact Center 87

Contact Center Brand ambassadors Consulting Consulting 87

JivoChat

APRIL 15, 2021

Customer expectations are at an all-time high, and as a result, traditional communication channels no longer cut it. Phone calls don’t work for customers operating in different time zones. Self-service can be impersonal, time-consuming and inadequate at times. Reduce response times with canned messages.

Best practices 52

Best practices Upselling CRM Sales 52

Netomi

MARCH 24, 2023

Top-performing conversational AI platforms have a core comprised of three main components: Quality Customer Experience A quality customer experience means removing friction from the customer journey so that quick resolutions, short wait times, and customer self-service across all channels are achieved.

Chatbots 52

Chatbots Abandon rate Contact Center Upselling 52

CSM Magazine

MARCH 27, 2020

They want to improve the overall customer experience, from product creation to the upsell. Upsells additional products and features. ?. ?. Develops knowledge base documentation and self-service materials. ?. If you need to put them on hold, communicate the wait time. Helps customers complete a purchase. ?.

Customer Support 52

Customer Support Self service Upselling Feedback 52

Comm100

FEBRUARY 10, 2022

Creating excellent customer service through personalized recommendations, support, and the overall shopping experience can significantly boost your sales rate and repeat orders. You can also offer relevant recommendations to increase your chances of upselling your customers like PuraVida does here with their “You may also like” section.

Personalization 52

Personalization Customer Service Chatbots Self service 52

Netomi

MARCH 24, 2023

Top-performing conversational AI platforms have a core comprised of three main components: Quality Customer Experience A quality customer experience means removing friction from the customer journey so that quick resolutions, short wait times, and customer self-service across all channels are achieved.

Chatbots 52

Chatbots Abandon rate Contact Center Upselling 52

Inbenta

DECEMBER 14, 2021

They’re turning to online channels for self-service insurance information and support — instantly, seamlessly, and at any time. They can push promotions in a specific timeframe and recommend or upsell insurance plans by making suitable suggestions at exactly the right moment. Policyholders are in control.

Chatbots 52

Chatbots Upselling Average Handle Time Analytics 52

Lumoa

AUGUST 8, 2023

According to Gartner research, leveraging the data obtained from direct customer feedback can increase the chances of upselling and cross-selling by 15-20%. For example, if customer service is a common complaint, you could aim for a 25% reduction in wait times within six months.

Surveys 78

Surveys Feedback Banking Best practices 78