Have you played customer conversation ping pong today?

I phone you, you’re not there, I leave a message, you pick up the message, you phone me back, now I’m not there, you leave a message, I phone you back, you can’t take the call but you promise to call me back later… Sound familiar?

If you think figuring out when each of us will be available to make a conversation happen is hard for two individuals – think about how this works for a big company, which has to do it millions of times a week! When these events scale to millions of conversations, the scale of the problem becomes all-too apparent.

The true cost of missed conversations
Over time, those millions of conversations – and all these delays and missed opportunities to address issues or reschedule things – can cost time and money, as well as generating anxiety and frustration: this is a communications loop that exhausts everybody. That’s for everyone, by the way – the company and the customer.

The true costs of these missed connections are rarely captured. Proactive contact that stops an inbound call has an obvious ROI, but perhaps less obvious is that a proactive style of contact can reduce the total wait times and have a very positive effect on customer experience.

That’s what we do here at VoiceSage. We help solve this problem; we facilitate ways for conversations that both sides want to happen, to take place. And by so doing, we eradicate the hidden costs of customer conversation ping pong.

More

Pre-emptive customer contact: The next frontier in successful customer comms?

Getting the most out of your customer conversations

Customer Conversations are Key to your Business

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