Customer Experience Habits You Should Get Into

Customer Experience Habits You Should Get Into

AND THE S TA T S TO PROVE THE Y WORK

98 PERCENTA R E C E N T S U R V E Y B Y K I S S M E T R I C S F O U N D T H A T

C U S T O M E R E X P E R I E N C E W A S O N E O F T H E T O P R E A S O N S C U S T O M E R S W O U L D D E C I D E T O D O B U S I N E S S W / A

C O M P A N Y .  

 THE MORE TIMES A HOLD MESSAGE INCLUDES THE PHRASE “YOUR

CALL IS IMPORTANT TO US”

THE LESS LIKELY SOMEONE IS TO BELIEVE IT. 

TIP FOCUS, FOCUS, FOCUS

01

02

03

Automated IVR Benefits

An automated IVR can streamline waiting time

problems by routing calls to a specific agent

based on the customer's needs

Once the call is routed, the agent is aware (based

on department level) of customer's needs and

how to address them

An automated IVR can provide a the caller with the

option to leave a callback number for an agent to

call them back, rather than waiting on the phone

THE IMPORTANCE OF DEMOGRAPHICS

A D P E R F O R M A N C E

U T I L I Z I N G D E M O G R A P H I C S A L L O W S C O M P A N I E S

T O O P T I M I Z E S E R V I C E O F F E R I N G S  

125

250

375

500

January February March April May June July August September October November December0

Ages 21-34 Ages 34-52 Ages 52+

83 PERCENT  O F H I G H P E R F O R M I N G C O M P A N I E S T A R G E T O R

S E G M E N T A D S 1 . 5 T I M E S M O R E O F T E N T H A N U N D E R P E R F O R M E R S , A C C O R D I N G T O A R E C E N T S U R V E Y

B Y S A L E S F O R C E .

PERCENT OF CUSTOMERS THAT HAD A

NEGATIVE PHONE EXPERIENCE WOULD

BE WILLING TO LEAVE A NEGATIVE

REVIEW ON SOCIAL MEDIA, ACCORDING

TO A RECENT STUDY BY INVOCA.

TIP KNOW WHAT YOU DO, DO WHAT YOU KNOW

PERCENT WOULD

MOST LIKELY JUST GO

TO A COMPETITOR.

3075

SOCIAL

MEDIAis an opportunity to engage

with customers on another

level. It's also a good avenue to

use for customer support.

CALLOUTCOME360How can it help your business?

Are you putting your money in the right places? Our call tracking product, CallOutCome360, allows you to track which sources are

making you the most money. You can also record incoming calls for quality insurance and those recordings can be integrated into reports.

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