Off to a Healthy Start

by Kathleen Schroeder on January 30th, 2015

Kathleen SchroederProactive patient care helps get newborns off to a healthy startBy Kathleen Schroeder and Healthcare Intelligence

January is National Birth Defect Prevention month. How are you helping your expectant mothers minimize birth defects? According to HealthSparq, provider-specific studies show that proactive patient engagement leads to a 30% increase in care plan adherence.

Care plan adherence through patient education and regular contact with a primary care team is the first step to promoting healthy living throughout a woman’s formative years leading up to a pregnancy.

After a woman discovers that she is pregnant, she needs information to help her progress through pregnancy and to support the healthy development of her baby.  There are many classes about nutrition, healthy habits, smoking and alcohol cessation, exercise, labor and delivery, fetal health, disease management during pregnancy and baby care.  A future mother can be enrolled in one of many proactive outreach programs by her doctor and care team to better manage her care and in turn contact her to enroll her in classes that are truly meaningful.  These are just a few examples of how Aspect Healthcare can help you create an engaging environment that connects women and care teams to get their babies off to a healthy start. Other benefits of proactive outreach are:

For expectant mothers:

  1. Increase engagement by sending educational information based on appointment type or pregnancy stage
  2. Remind expectant mothers of upcoming lab tests and pre-appointment  requirements so encounters remain on schedule
  3. Provide a secure link that allows expectant mothers to reschedule their appointment if necessary
  4. Allow expectant mothers to pre-register for appointments to save time the day of their appointment
  5. Increase insurance compliance by providing links for expectant mothers to update/add insurance information to their profile prior to their appointment
  6. Provide patient focused information about hours of operation, directions, parking information, upcoming events, new physician announcements, and special services for expectant mothers.

For the care team:

  1. Reduce ‘no show’ rates by allowing expectant mothers to reschedule before their scheduled appointment
  2. Improve patient arrival times, keeping you on schedule
  3. Increase number of expectant mothers seen and ultimately your revenue stream
  4. Capture lost staff and physician time by automating patient communications
  5. Reduce front office workload, while simultaneously increasing the frequency and quality of patient communication.
  6. Ease patient access to commonly requested information such as hours of operation and improve call routing when human assistance is required.

For both:

  1. Get expectant mothers into the system quickly and efficiently
  2. Create long-term loyalty between expectant mothers and the care team
  3. Provide more accurate schedules for the care team
  4. Deliver value-based care focused on preserving mother and baby wellness
  5. Improve patient adherence to their pre-natal care plan
  6. Increase awareness of and participation in wellness programs that will improve overall health of the mother and baby
  7. Follow-up with expectant mothers about their clinical well-being after appointments if needed.
  8. Increase access by freeing up appointment time for new expectant mothers
  9. Reduce billing inquiries and insurance payment delays
  10. Improve profitability and ROI, allowing for more expectant mothers to be seen during the course of a day.

Proactively engaging with expectant mothers is key to the health and well-being of newborn children. Be proactive, your new mothers will thank you for it.

Learn more about Aspect’s proactive patient engagement solutions for healthcare.

 

How to Put On an Aspect Analyst Summit

by Tim Dreyer on January 28th, 2015

Tim Dreyer, Director, Public Relations and Analyst Relations, Aspect

 

 

 

 

 

How can you make an industry analyst in the contact center space love you and your company? That’s a trick question. You can’t. The better question is how can you engage them so they know what is new, cool and exciting about your company? Here are a few tips to consider:

Mexico

Take them to a cool place. Cape Cod, cool. Cancun, cooler.

Procure and secure the right equipment you need to present your story effectively. Something will go wrong inevitably (it did), but prepare for worst and hope for the best. But remember, your idea of ‘best’ does not always match up with your hotel’s. Then take a Selfie with the equipment. It’s good luck I think.

 

Dinner

Strategize on the message. We felt we had so many good things to share like a great 2014, market momentum and a portfolio that has come together from a combination of partnerships and acquisitions. We wanted to share the top talent we have  brought on and the market strategy we’ve put together that provides our customers with a vision to address the change in consumer engagement preferences. And we needed to be organized in how we presented it. So we ate food and talked. A lot.

 

Rehearsal

Rehearse. We rehearsed. Then we rehearsed some more.

TonyUntil Tony made shadow puppets on the screen and had to take a break. Then we rehearsed again.

Window

Stay away from the scenery. Look, but don’t touch is the general rule at a good analyst summit. Time is best spent preparing, presenting and socializing. Because our summit wasn’t just about presentation pontification, it was about relationships – talking about what our analysts are covering, what they are seeing in the market, and asking for their opinions. But that ocean though…

CoffeeStart the day off with a strong coffee, preferably with a fancy decoration in the foam. Repeat mid-morning, late morning and early afternoon.

 

Kickoff

Kick things off with a warm welcome. Thank the analysts for coming; tell them you’re happy they’re there. Mean it.  Because if you aren’t, don’t invite them. Industry analysts can smell B.S. from a mile away, or in this case, a Gulf away.

 

Stew

Let them hear from your CEO unless your corporate direction comes from your Director of Analyst Relations (it doesn’t).  Aspect’s CEO is Stew Bloom who at our summit  talked about disruptive business models and how changes in consumer expectations and preferences make the moment right for model disruption in the customer engagement market. Strong vision backed by sound strategy and solution sets win confidence.

 

IMG_2037IMG_2028 IMG_2022

 

 

 

 

 

 

 

 

Get ALL your executives involved. Give them something to tweet about, something to write about. Analysts have clients. They make recommendations. Letting them know what you have on the horizon helps them with their customers and in the end helps your name get in front of customers.

 

Cookie

Bake some treats with product puns in the frosting. Ok have someone else bake them but hand them out in the afternoon. Sugar is a conference presenter’s best friend.

 

IMG_2043

Find comfy chairs and couches. Admire them then move on. Remember, look but don’t touch…or sit.

Kid's tableBring a great crew. Encourage them to participate, respond to questions, create discussion. The more the gathering is a conversation versus a presentation, the better the meeting will be.

 

IMG_1981IMG_1980IMG_1994

 

 

 

 

 

 

 

Have some fun. Pour a few drinks with exotic fruits and mysterious ingredients. Take Selfies. But not too many.

 

Tile

Then when it’s all over, track back. Follow up with them to make sure they have everything they need and all…if not most, of their questions have been answered. See what they are saying about the event on Twitter or when they blog. Just don’t get creepy about it. No one likes a troll. :)

Mobile Self-Service Helps Put a Hold on Customer Hold Times

by Yin Warren on January 27th, 2015

Yin WarrenAspect MobilityOne of the top consumer complaints when calling contact centers for service is long hold times. The longer consumers wait the more frustrated they become. And if they get frustrated enough they lose patience, abandon calls and take their business to competitors. However, it’s not easy to balance agent staffing levels to always match call volumes. It’s inevitable that customers will have to wait for service at times, but there are better ways to handle these unfortunate situations. One option is to improve the customer hold time by reducing wait times and allowing customers to use wait time more productively – all achievable via a well-designed callback option within a mobile self-service solution.

Mobile self-service is an ideal solution for contact centers because customers today rely on their mobile devices to access service or information quickly. Adding mobile self-service to your IVR empowers your customers by providing easy-to-use self-service tools. This leads to happier customers and prevents customers from zeroing out to an agent. According to IBM Retail Research, 72% of customers prefer self-service over picking up the phone and 91% would use self-service if it was available.

One way to address this is through Aspect’s InQueue Self-Service, one of the solutions available in Aspect’s mobility suite. InQueue Self-Service gives the customer options of a callback and self-serve through a link to a web app. Customers can attempt a solution to their inquiry via mobile self-service without losing their position in the callback queue. The mobile app either cancels the callback if self-service interaction was successful or the caller receives a pre-qualified callback from a knowledgeable agent. While the solution can be deployed on-premises, cloud deployment has the added benefit of avoiding upfront capital expenditures or having to overprovision for failover, seasonal bursts or future needs.

The following diagram illustrates how our InQueue Self-Service solution can help companies exceed customer expectations with the use of mobile technology.

Aspect In-Queue Self-Service

Mobile self-service options provide a better customer experience and reduce the number of calls agents receive, making more efficient use of call center resources. Aspect’s InQueue Self-Service is a win- win for both companies and customers.

Is Your Contact Center Catering to Millennials?

by Christine OBrien on January 23rd, 2015

Chris O'Brien, Marketing Communications Writer, AspectThe millennials are coming. By 2015, millennials—76 million strong—will have a combined purchasing power of $2.45 trillion worldwide, according to a recent study conducted by the Center for Marketing Research at the University of Massachusetts Dartmouth. When millennials are looking to interact with companies/brands online, Facebook is the most popular platform as 62 percent “like” at least one brand on the social media network. Also consider the fact that the majority of Twitter users are between 18-29 years-old.

Born and raised in the golden age of technology, millennials consume information when and how they want to, expect immediate access to information via a number of contact channels, and perceive stellar customer service through an entirely different lens than their preceding generations. But clearly, companies are missing the mark when it comes to servicing millennials’ needs.

There will be severe consequences for companies that fail to adapt their customer engagement strategies to this generation. No longer can companies hang on to the antiquated tactics that worked on less tech-savvy consumers of the past. So here’s the critical question for businesses as the millennials’ purchasing power rises: Is your company’s contact center sophisticated enough to sufficiently cater to this generation?  For example, does it boast omni-channel service—SMS, email, live chat—that provides millennials with anytime, anywhere access to information or social media software to enable social customer care that creates real value?

Here are two ways to ensure your existing contact center is measuring up for millennials:

Create Consistent Messaging: Whether it be through social media, mobile Web, text or live chat, millennials want answers. As a result, your company needs to implement consistent messaging across both live and self-service channels to keep prospective customers satisfied. For instance, the service over the phone should mirror the experience over social media. In addition, as consumers move between channels, they want a seamless transition to pick up where they left off. For example, if a millennial at work has to abruptly leave a live chat with a company, the phone call later that night should include the context of the earlier communication.

Social Media Engagement: We’ve all seen countless millennials swiping through their Facebook, Twitter and Instagram feeds numerous times a day. Your company should leverage this power of social media to have meaningful, two-way conversations with your millennial customers.

By providing this next generation with a broad range of ways to contact your company, your millennial customers will feel attended to and noticed, leading to greater bottom line revenue for your company. For example, Aspect’s cutting-edge call center software, Zipwire, brings all contact options together in one place on one unified platform; your agents will be able to keep talking, typing and conversing with customers through the channels that are most convenient for them. By providing more channel choices and self-service features, agents will be empowered with useful, relevant and impactful information to give customers the flexibility, convenience and autonomy, which defines a digitally driven lifestyle that’s fast becoming the global norm.

Interested in learning how a modern contact center can improve your customer experience? Contact an Aspect representative if you’d like to keep the conversation going.

Benchmarking reveals customers’ growing preferences for self-service

by Rebecca Anderson on January 19th, 2015

Rebecca AndersonYou’ve likely heard of, if not tried Siri, Cortana, the Lowes robot (OSHbots) or Amazon’s Echo. These virtual assistants are only becoming more popular and more relied on. Whether it is reporting the traffic or identifying the proper stain for new cabinets, the basic purpose behind each is to help consumers to help themselves. Attempting alternate methods of customer service before contacting a live agent is nothing new. We “Google it,” look up a tutorial on YouTube or crowd source our query through Twitter or Quora. We believe that we can do simple tasks faster and possibly better ourselves than with the assistance of a customer service representative.

google for self-service

Aberdeen’s February 2014 report on self-service, Optimizing the Self-Service Experience: Help Customer Help Themselves, demonstrates that consumers both want to use self-service to solve simple issues and are happy with the results when they do. Companies on board with self-service stand to benefit, they enjoy 85% year-over-year increase in customer retention rates compared to companies without self-service. This means higher customer loyalty with less operating costs. Self-service implementation even has a positive effect on contact center KPIs. New research from help desk reviews and comparisons website Software Advice shows that first-level resolution, call abandonment rates, and speed to answer had the most considerable improvements .

Effect of self-service on agent KPIs

Source: Software Advice, Top Self-Service Industry Channel Implementations IndustryView 2014

 

Demand hasn’t exactly kept up with implementation though. According to Aberdeen less than half of companies currently have a self-service portal. However they do recognize the need for self-service with over 75% planning to adopt in the future.

Advances in self-service technology have helped match consumer preferences to reality. A few of Aspect’s newest technologies support self-service on social, SMS, and improve the experience on smartphones. For more details take a look at Aspect InQueue Self-Service, and Aspect Text Self-Service.

ACE 2015: Building Your Business Case to Attend

by Christine OBrien on January 14th, 2015

ACE 2015

Chris O'Brien, Marketing Communications Writer, AspectIf you’ve attended ACE in the past, you probably already know how much value we can pack into three days of networking, keynote speakers, breakouts, workshops, entertainment, product demos and more. But if you need more convincing – or need a head-start on building your business case for the trip to Las Vegas in April – here are a few relevant details.

REGISTRATION IS NOW OPEN: ACE 2015

Networking and Entertainment

Among last year’s ACE Conference attendees, 74% of those attending were Business Decision Makers, including C-level execs, VPs, Directors and Managers. Time spent networking with other professionals during events like ACE can have a wide range of positive effects both personally and professionally. For example, networking benefits you by enabling you to connect with peers in your industry to share the benefit of others’ experience in a given area, or and ask for advice on challenges you might have encountered recently. At ACE, this benefit is multiplied since you’ll have the unique opportunity to engage with other Aspect customers – using the same solutions your teams use everyday, and even solutions you might be considering implementing.

We know the importance of networking, so we’ve packed the schedule for ACE 2015 with opportunities to make connections with peers, industry leaders, and Aspect experts. One such opportunity will be the Networking Party held at the Marquee Nightclub at the Cosmopolitan with food, drinks, music, entertainment, and more.

Breakout Sessions and Workshops

ACE 2014 featured breakouts and workshops on a wide range of topics relevant to contact center and customer experience topics. This year’s agenda is already loaded with topics and explorations that will open new areas of discussion and shed light in new directions where our business is heading. We’ll delve into Cloud, Internet of Things, Mobility, Web Chat, Video, Intelligent Routing, and so much more.

But not only that, we’ll discuss concepts within the context of what’s possible and what’s on the horizon for Aspect product development, giving you first-look insight into our roadmap for delighting customers and keeping ahead of the curve.

VIEW THE AGENDA: ACE 2015

EARLY BIRD PRICES are in effect until Feb. 28. REGISTER NOW to receive $50 off standard ACE pricing, which includes all workshops, breakout sessions, networking events and meals.

Don’t wait… space is limited!

New Augmented Chat Solution Adds Rich Media to Customer Interactions

by Alyx Kaczuwka on January 12th, 2015

Alyx KaczuwkaAspect MobilityThey say a picture is worth a thousand words. It’s as true for customer service as it is anything else in life. There are so many instances these days where you might find yourself wishing you could just point your phone at a device and show a customer service rep what you’re talking about rather than having to explain it in words. For me, this happened most recently as I was trying to describe a series of flashing lights on a router to our Internet technical support. But this kind of visual information-sharing has the capability to enhance what we call “mobile moments” – the micro-level customer experiences that streamline the process of getting customers to a resolution – in any industry, allowing customers to seamlessly complete more complex interactions with your agents.

Most customers, especially those on a mobile device, have already made an attempt at self-service before they pose their question to a live agent. They might have gone through a technical document and found that the instructions don’t apply to their specific case, or they might need an expert opinion to identify or assess an item. To best serve customers who need to continue their dialogue with a live agent, we’ve introduced Aspect Augmented Chat. 

With Aspect Augmented Chat, Aspect first connects the customer to a live agent via voice or text chat, using the context of their inquiry to route them to the appropriate agent. Then, both the customer and agent have the capability to enhance their interaction with rich media, like photos, documents, or peer-to-peer video interaction.

For an example of how Aspect Augmented Chat looks in practice for both the customer and an agent, take a look at the following exchange:

 

Aspect Augmented Chat

 

Our customer has recently added a fabulous original photo, “Cat on a Hot Air Balloon,” to his art collection. After making the purchase, he wants to notify his insurance company of the addition to his collection to ensure he is properly covered. He visits ABC Insurance’s mobile app to make the addition, but it’s ABC’s policy to inspect all artwork and jewelry to ensure its original condition is good before it’s added to a customer’s insurance rider. With one click, he can engage with a live agent, who immediately receives the context of Mike’s inquiry. Mike and the agent start their conversation via text chat, then engage via video so that she can verify his artwork is in insurable condition.

Aspect Augmented Chat is designed to complement your existing mobile solutions, and integrates with Aspect Unified IP and Zipwire contact center environments, making it available both in the cloud and on-premise. The solution makes it easy to empower your agents to respond to complex inquiries, deliver a seamless customer journey from self-service to agent assistance, and improve cost efficiencies via reduced 800 calls, increased first-contact resolution, decreased duration of agent interactions and expedited business documentation processes.

Learn more about Aspect Augmented Chat

The Apple Watch as the Ultimate Communication (and Customer Care?) Device

by Tobias Goebel on January 9th, 2015

Tobias GoebelYou might not think of it that way, but Apple Watch, judging from the specs unveiled back in September, is probably the ultimate communication device. And as such, it should be on any customer care technologist’s radar. Let me explain by starting with a brief history of human language.

The study of language

Social communication is everything. It’s the essence of mankind. No other “man-made” system is more complex than that of the human language. If you deal with language as a system, you will soon realize the intricacies that lie in our combination of sounds, gestures, mimics that all make up this system. The sound structure alone is more than just ABC, the magic lies in what linguists call the suprasegmentals, such as melody, intonation, tone, stress, pitch, even volume.

When we added to spoken communication a system of written language some hundreds of years BC, we did just enough to carry the most basic suprasegmental traits over with punctuation and diacritics. Since written language was not primarily meant to represent everyday dialog but rather thoughts, facts and argumentation, the set of expressions of suprasegmentals available was just enough to avoid too many misunderstandings that a richer system of cues would help avoid almost completely.

The advent of the Internet soon allowed quicker forms of communication than the basic postal letter, such as email, and we started realizing the need for written representation of nuances such as a wink or sadness that could easily convey the same tone or color of sound in spoken communication. We invented the smileys, emoticons. They let us represent irony or other basic sentiment, which we could only do before through more words, or “meta” statements.

Soon after, communication got even faster with the introduction of instant messaging. Suddenly, we found ourselves representing gestures or facial expressions with acronyms such as LOL, or quite recently, SMH (“shaking my head”). We also went from using two asterisks surrounding a gestural expression (*sigh*) to the infamous “hashtag” – thanks to a few folks who came up with the idea of a “micro blog” in 2006 (technically speaking it wasn’t the founders of Twitter who came up with the hashtag, but the users). I am tempted to #SMH at that, but as a linguist by education I am just seeing (written) language evolve again, which is something that it has always done. There is also no need to despair over alleged degradation of our intricate system of language – if anything, the system is only growing in complexity, never shrinking.

Very recently, a new form of communication was again “invented” with the creation of the “Yo” app. Or was it? The app can do one thing, and one thing only: send someone a “yo.” It attracted venture capital of $1.5m. Now you might be throwing another #SMH at that at first sight, but think about it. When is the last time you sent a simple nod of your head someone’s way? Probably today. Since context is key in understanding human language, i.e. knowing what a conversation is about and knowing what has already been said (linguists call the study of context pragmatics), a nod can be all that’s needed in a certain context that both communicating parties share. Yo has seen over a million downloads after only a few days. People love these simple forms of communication! Sometimes it can’t be simple enough.

In parts of India, Africa, and other areas of the so-called third world, people have agreed on ringing patterns to communicate, the so-called “flashing” or “beeping.” Rather than calling a phone with the intention to talk, they let the other party’s phone ring, having agreed on patterns beforehand. Ringing once might mean yes, twice might mean no, thrice “I’m downstairs, come out,” etc. (I think I’ve used the latter meaning myself in the past…) As long as the context is known, that might be all you need to convey sometimes. And guess what, it’s free! Ringing does not incur a charge. Something the carriers in those markets do not love at all.

Apple’s Digital Touch

With the recent introduction of the Watch, Apple presented a number of new ways to communicate, which they call Digital Touch. Here is a list of what comprises this new communication vehicle:

The Heartbeat
Since the Watch can measure your heartbeat thanks to its built-in sensors, you can literally send your current heartbeat onto somebody else’s wrist. The Watch cannot only vibrate one way, it has an elaborate vibration system that can generate tangible sensations of different durations, at different areas, of different intensities. What on Earth would I use that for I hear you ask. Maybe to share my heartbeat with my girlfriend. Maybe to share it with a friend after a run (“hey, here’s my pulse, not bad after 5 miles right?”), or while watching a horror movie (“oh man this flick is intense, check out my heartbeat”) or riding a roller-coaster. Or to communicate boredom to a presenter, or relaxedness to my mom before an exam. Or… you’re next with ideas.

The Sketch
The Watch lets me draw on screen and then re-draws that pattern following my exact movements on the recipient’s screen. An effect that made the game Blek successful and addictive a while ago. What I draw gets re-drawn and then disappears – something that made Snapchat famous and worth $10 billion. Yes, billion. I can draw a quick check mark to send a “yes” or a “got it” to a friend. Or a house to tell dad I’m home. Or a question mark to tell my colleague I have no idea what our boss just meant with that remark on the phone call we’re both on. Or a heart to tell my girlfriend that I’m thinking of her…

The Tap
I can touch the screen at different places. The touches will be shown as “drops” appearing and vanishing on the recipient’s wrist at the same rhythm that I generated them. I can imagine teenagers coming up with an elaborate “language” of touch patterns that only they can decipher. We will witness the birth of micro-languages that small groups agree on and use for communication. Something that I loved doing with friends when I was a kid. This is just a modern day version of the same.

Walkie-Talkie
We all loved doing this as kids, and guess what: the walkie-talkie is seeing a renaissance with apps such as Whatsapp that have been offering it for a while. You tap to record a snippet of voice or your surroundings, then let go to send. As simple as that. Apple added this feature rather late in their recent iOS 8 release, but well, they added it. And it completes the Digital Touch framework.

New ways of instant customer care communication 

Customers love convenience and simplicity. They also love speed and ease of use. The Apple Watch combines all that. The growth of new customer care channels such as Twitter also point to the need (or acceptance) of to-the-point and concise or brief communication methods. While I gave you a number of examples of what people might use Digital Touch for in personal communication, you might already have started to think about applications for customer care.

Rather than sending me an email saying that my package has arrived, wouldn’t a simple sketch of a package dropped at my doorstep do the same without cluttering my inbox?

How about drawing a dollar note on my wrist if my salary got transferred to my bank account, which I might be checking today by constantly calling into the IVR on pay day?

If I get a heartbeat delivered to my wrist with my clinic as the sender, shouldn’t that be enough information to inform me that my test results are there?

Given that Apple will offer an API to Digital Touch, which will be the prerequisite to all of this, who knows: Maybe businesses will soon let me configure which “Tap” patterns to use for which predefined standard announcements so I don’t have to read lengthy email… Ultimately, doing something as advanced as this as a business just continues delivering on the promise of “being where the customers are.” I wouldn’t be surprised to see those companies that are known for great service today embrace these new possibilities in a heartbeat. (Pun intended).

Top 10 Blogs of 2014 – Innovations, Successes and Emerging Technologies

by Christine OBrien on January 7th, 2015

Chris O'Brien, Marketing Communications Writer, AspectThroughout the last year, many of the events at Aspect have been captured and chronicled on our blog in the form of new product releases and updates, industry events and interviews (thanks, Erica!), trendspotting, infographics, case studies,  analyst reports, and visionary statements from executive leadership. We hope you’re making us part of your daily routine and keeping up with all our blog has to offer.

With so much activity already underway from our regular mobility, cloud, WebRTC and self-service bloggers, I have a feeling these pages are going to be anything but business as usual in 2015. Stay tuned!

Top 10 Most-Viewed Blogs in 2014:

Three Words that Will Make Your Employees Love You

WhatsApp: Is It What’s Next in Customer Service?

INFOGRAPHIC: How Businesses are Plugging into Cloud Technology

CASE STUDY: The Way to a Customer’s Heart is Through Obsession

ERP, CRM and BPM vs. Business Process Optimization

Customer Experience Takes the Lead Over Productivity

INFOGRAPHIC: Omni-Channel Service Doesn’t Measure Up… And Customers Are Tired of Playing Games

INFOGRAPHIC: Workforce Optimization Tools for Great Customer Experiences

Can I Text Your Contact Center?

Web Chat FAQs: Average Costs vs. Handle Time and Efficiency

Starting All Over is Unnecessary with the Right Callback Solution

by Yin Warren on January 5th, 2015

Yin Warren

Aspect MobilityHold times and redundancy can be easily avoided with the right callback solution. Businesses no longer have to suffer from negative customer perceptions and consumers no longer have to struggle with inefficient and disjointed customer service. Studies have found that consumers prefer convenient callback options rather than be put on hold.  A survey by call center technology evaluation and analysis firm Software Advice uncovered that 52% of consumers would wait no more than five minutes before choosing a callback option and 63% preferred a callback instead of waiting on hold.  Companies investing in callback solutions that leverage current technology and provide the most positive customer experience will differentiate their business and maximize their return.

When implementing a callback solution, companies ought to consider the following:

  1. Callback technology that allows pre-callback questions that are dynamically generated based on the customer journey.  When the callback comes from an agent, they are equipped with the right information to more effectively serve the customer.  Consumers will appreciate how much a company values their time and experience. Dynamic prequalification will improve first call resolution and eliminate the need to go through an IVR.
  2. Callback technology that offers a mobile friendly experience.  Consumers turn to their smartphones for everything these days.  This is an opportunity for businesses to create and exploit micro customer experiences and “mobile moments” serving the customer at the moment of need with an in-app callback feature.  Read more on micro customer experiences and mobile moments in our recent blog Disposable Apps and Their Place in Your Mobile
    Customer Care Strategy
  3. Callback technology that integrates easily with existing contact center infrastructure. Why rip and replace or deal with difficult integrations when there are solutions that can easily fit into your existing investment in mobile apps and mobile development platforms.

Aspect Callback Mobile, one of the solutions available in the Aspect Mobility suite, is designed with the above in mind. The solution offers in-app callback request with prior prequalification for skills-based routing and complements any mobile application development framework. See diagram below on how the solution works.

Callback Mobile

Contact us to learn how simple implementation such in-app callback functionality and prequalifying before a callback can save costs while delighting your customers.