About 20% of phone calls are abandoned due to poor customer service and sales practices. For example, shoppers may wait 10 minutes on hold or experience trouble with automated telephone systems.
So, how do you improve customer service over the phone?
Here are a few ideas to help your team:
1. Eliminate the need for customers to wait on hold
More than half of customers will abandon a call after one minute of waiting on hold. Instead, offer callers the option to receive a call back.
2. Add a personal touch
Customers expect a personalized shopping experience. If possible, assign a designated representative to handle the buyer’s individualized needs.
This infographic shows us the trends behind click to call commerce and the opportunity to increase lead conversions.