Fonolo

APRIL 6, 2021

Upsell products that match a customer’s need. On the contrary, upselling and cross-selling are natural next-level customer service boosters after a successful FAB presentation. 60% of customers feel that long wait times are the most frustrating parts of a service experience. This shouldn’t be about pushing products.

Best practices 126

Best practices Customer Service Upselling Sales 126

CSM Magazine

FEBRUARY 5, 2025

Tasks such as order tracking, refund requests, or account updates are often completely handled by these virtual assistants, reducing wait times for customers. AI tools listen to calls in real time, guiding agents with scripts, cues, or next-best-action suggestions.

Contact Center 52

Contact Center Chatbots Analytics Airlines 52

ProProfs Blog

NOVEMBER 29, 2019

Live Chat Response Time/Wait Time Statistics. That’s because other support channels like social media platforms, call support, and emails increase the waiting time with which the customers aren’t that comfortable. . You can identify upsell and cross-sell opportunities when using a live chat on your website.

Wait times 135

Wait times Customer Support Transportation Sales 135

TechSee

SEPTEMBER 24, 2019

If Customer Service has not yet resolved a customer’s issue, a planned upsell should be delayed. If Sam was a VIP once, he should be a VIP next time too. Once inside the park, a mobile app helps locate the attractions, provides estimated wait times, and even integrates with the Fast Pass VIP option.

Customer Experience 150

Customer Experience Self service Banking Analytics 150

VirtualPBX

JANUARY 19, 2023

When you give them access to the right tools, they’re able to retain and upsell customers, provide great customer experience, and deliver timely responses. Your VoIP customer service team is on the front line of your business, which means you should do everything they can to make their work easier.

voip 98

voip Customer Service outsourcing Upselling 98

Fonolo

OCTOBER 4, 2022

When callers are immediately connected with the best person to handle their issues using intelligent routing, plenty of benefits follow: The customer’s total time on the line will decrease. Wait times will decrease. If an agent effectively upsells in every sales call, this likely indicates a stronger proficiency in sales.

First call resolution 87

First call resolution Contact Center Interactive Voice Response Wait times 87

Callminer

SEPTEMBER 14, 2020

A business analyst can measure things like wait times, behind-the-scenes troubleshooting and problem resolution rates and adjust call center strategy accordingly. They offer the capacity to conduct behavioral analysis of clients based on real-time data. Using tech tools can help these tasks. Allan Borch. allan_borch.

Call Center 182

Call Center Analytics First call resolution Metrics 182

ProProfs Blog

MAY 9, 2019

The waiting time it takes for a customer to get a response is reduced to seconds. To add a personalized touch, you can assign members from your support team to handle a particular difficulty and while it is being resolved, you can upsell or cross-sell your services or products. Additional tip – Localize the chat service .

Enterprise 125

Enterprise Upselling Sales Customer Support 125

Etech GS

SEPTEMBER 25, 2019

Some key data that managers should employ tech to track in a cell center environment include the following: • Average customer wait time. Average handling time. Average talk time. Upsell rates. Agents in turn can use this information to better assist callers and upsell products and services. Customer rating.

Call Center 69

Call Center Management call center workforce Upselling 69

Comm100

SEPTEMBER 28, 2022

Number of chats Agent utilization rate Average wait time Average chat time First contact resolution Invitation acceptance rate Sales conversion rates Visitor logs and wrap-up notes Customer satisfaction scores. Average wait time. Average wait time is an important metric that is available in the wait time report.

Average Handle Time 98

Average Handle Time Benchmark Wait times Metrics 98

ProProfs Blog

MARCH 26, 2020

This helps them never miss out on upsell and cross-sell opportunities effectively. ? Reduce customer wait time. It helps you reduce support tickets and, at the same time, helps your operators reduce their work pressure. Integrate Popular CRMs to Explore Upsell Opportunities. And that’s not all. Chat History.

Upselling 134

Upselling Customer Support CRM Management 134

TechSee

MAY 18, 2022

When a customer picks up the phone to call a customer service center, it is understood that there will be some wait time, time spent explaining the problem and finding a resolution. Customers have varying expectations of different service channels.

Call Center 109

Call Center Contact Center Benchmark Agent burnout 109

TechSee

DECEMBER 2, 2020

This technology can be applied at every channel and touchpoint of the customer journey, from pre-purchase through contracting and billing, onboarding , and even upsells. Incorporating remote visual assistance into day-to-day operations helps: reduce customer effort and wait time. reduce costly truck rolls and product returns.

Average Handle Time 109

Average Handle Time First call resolution Technical Support Technology 109

Interactions

JULY 31, 2019

Guests will feel heard, pleased with short wait times and the ease of their ordering, and, in turn, they will be more loyal to your restaurant or chain. According to an internal survey, only 30% of guests are offered an upsell when ordering at a quick service restaurant. Waiting is not. . Voice is King.

Sales 54

Sales Upselling Abandon rate Wait times 54

Comm100

NOVEMBER 2, 2020

Cutting wait time, reducing operational costs, and improving conversions are just some of the customer service superpowers already enabled by AI. It can help answer questions to simplify the onboarding process, get acquainted with your platform – and offer upsells and cross-sells when a customer is most likely to convert. .

Chatbots 72

Chatbots Customer Service Banking Healthcare 72

Interactions

MAY 12, 2022

Minimize wait times. Wait times are the ultimate detractor from an experience. There’s been so many times in a physical store that I’ve immediately walked out if I saw a long line. This is what it feels like when customers receive irrelevant upsells and cross-sales. It’s annoying.

Customer Service 62

Customer Service Wait times Upselling Best practices 62

Interactions

JULY 24, 2019

This leads to long wait times and frustrated guests–who eventually hang-up the phone and leave or drive by long drive-thru lines–resulting in lost sales. In addition, inaccurate orders cost time and money, and missed upsell opportunities are countless. GXP behaves like the restaurant’s best staff, every time.

Upselling 54

Upselling Wait times Engineering Analytics 54

Interactions

JUNE 24, 2022

Automating outbound communications not only increases customer satisfaction by receiving timely, consistent messages, it will increase subscriptions by targeting specific promotions and communications to the right customer at the right point in their customer journey. . Handle product support inquiries and increase upsell opportunities.

Wait times 62

Wait times Self service Upselling Accountability 62

NobelBiz

SEPTEMBER 3, 2024

Legacy workflow, manual entry, and inefficient call-handling procedures bring down the pace of operations apart from increasing customer wait times. Bound to be time-consuming, these are sure to increase AHT and decrease the FCR rates, hence bringing down overall productivity.

Call Center 98

Call Center Morale First call resolution Abandon Call 98

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

Blueship Call Center

JANUARY 27, 2025

Upselling and Cross-Selling : Happy customers are more receptive to additional offerings. 24/7 Availability The time zone advantage of India allows inbound call centers to offer round-the-clock support. Global Reach : Catering to customers across different time zones.

Call Center 40

Call Center Customer Experience Brand ambassadors Technical Support 40

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

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. These will give the customers an easier time, and diminish long, frustrating wait times.

Customer centricity 81

Customer centricity Customer retention Upselling Customer effort 81

Expivia

MAY 9, 2021

The call element that lead to success are: Short wait times. Each call should have an opening, greeting, some sort of customer verification, a time for listening to customer concerns, and then a resolution. When you’re setting standards for your call quality, make sure you think about what makes the call good for the customer.

Call Center 98

Call Center Education call center association Contact Center 98

OctopusTech

JULY 31, 2023

Instantaneous Response Times Quick response times are a top priority for any live chat outsourcing company , cutting down on client wait times and raising satisfaction. Businesses can increase their chances of turning leads into purchases by eliminating long wait times and preventing consumer annoyance.

outsourcing 62

outsourcing Sales Upselling Abandon rate 62

Hodusoft

AUGUST 9, 2021

There is no wait time. Using the predictive and auto dialing features of HoduCC e-commerce players can capitalize on cross-selling and upselling opportunities. The speed of resolution is high. The customer is satisfied with his queries on the spot. Predictive dialers and auto dialing.

Social media contact 105

Social media contact Contact center software Contact Center Interactive Voice Response 105

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

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. Competitors who maintained a strong presence in voice communication gladly welcomed these dissatisfied customers into their fold.

Interactive Voice Response 91

Interactive Voice Response Customer Service Virtual Agent Self service 91

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.

B2B 64

B2B Customer Support Upselling Wait times 64

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. Automation can help streamline operations and reduce manual errors, leading to improved efficiency.

Agent burnout 52

Agent burnout Customer Experience Abandon rate Average Handle Time 52

CSM Magazine

AUGUST 31, 2023

At times, a customer’s problem may require further escalation to a higher authority, and in such cases, it is important for the customer to be informed about the status of their issue. Quick resolution of queries also helps reduce wait times and ensures that customers can get on with their day without their experiences being marred.

Call Center 52

Call Center Customer Experience Upselling Scripts 52

Outsource Consultants

JANUARY 27, 2025

Real-World Success Stories: How Philippines Outsourcing Drives Results Telecom Industry: Reducing Wait Times and Enhancing Customer Satisfaction A major U.S. telecommunications company faced declining customer satisfaction due to long wait times and unresolved issues.

outsourcing 67

outsourcing Call Center Government Telecommunications 67

Infinity

MAY 25, 2022

You can uncover the best calls to use for training, rapidly upskill your teams and decrease average handling time, all while increasing conversion rates and ensuring that your customers are truly satisfied, without increasing waiting times and potentially missing opportunities. Contact quality. Conversion rate.

Metrics 52

Metrics Average Handle Time Upselling Abandon rate 52

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

GetFeedback

MAY 9, 2019

This could mean reducing customer wait time for speaking with a support agent, improving the product or website UX to remove pain points, etc. Over time, you’ll be able to identify trends and predict what the customer will do next, which will amplify your financial impact.

Customer Experience 134

Customer Experience Journey mapping Metrics Customer centricity 134

Ann Michaels and Associates

JULY 14, 2023

Evaluation of customer experience: Mystery shoppers assess factors like employee behavior, product knowledge, store cleanliness, waiting times, and overall satisfaction. This feedback helps companies identify gaps in customer service and make improvements.

Benchmark 52

Benchmark Upselling Wait times Feedback 52

Fonolo

AUGUST 15, 2018

Timing: When it comes to timing, men tend to prefer specifics, while women are likely to be somewhat more flexible in this area. That being said, it’s important to give male customers specific options for things like wait times, call-back options, and other products or services.

Customer Service 69

Customer Service Contact Center Upselling Wait times 69