“Your call is important to us!”
Picking up the telephone is still perceived as the next best thing to face-to-face communication. In an increasingly digital environment, some may suggest its importance is falling, but we believe it’s now more relevant than ever. There’s no other channel that provides the instant gratification of discussing and solving a problem over the phone. So it comes as no surprise, that live telephony still comprises 67% of inbound interactions. Customers continue to rely on voice as the most convenient, flexible and quickest communication channel in many instances, especially for complex and high-emotion enquiries.
So before writing it off as an outdated or obsolete channel and focusing all of your investment on the latest digital trends, consider harnessing the voice channel – there’s a huge amount of power in a voice.
Getting Customer Experience right via the Voice Channel
In this eBook, we delve into the potential of telephony as part of a wider service strategy, supporting your ability to win new business and retain clients.