#StopWaitingOnHold

Transcription

1 TURN YOUR CUSTOMERS WAIT TIME INTO PRODUCTIVE TIME #StopWaitingOnHold

2 LONG HOLD TIMES ARE THE CONTACT CENTER INDUSTRY S BIGGEST PROBLEM 1 87% of callers will tolerate a maximum wait time of three minutes. 2 66% of customers will change provider for bad customer service and long waiting times 3. Not to mention that long wait times create unnecessary stress and strain on your service representatives 4. virtualq solution waits on hold, so your callers don t have to. When the agent is ready, virtualq automatically notifies the caller, so they can be connected directly to the agent. virtualq turns caller wait time into productive time, increasing customer satisfaction and improving call center efficiency. virtualq is easy to use: Caller dials customer support number virtualq waits on hold for caller When the service representative is available, virtualq alerts caller to call back. The caller is connected directly 1 Attensity-Study 2 Interactive Intelligence Contact Center Survey Report Accenture Global Consumer Pulse Research Study Manuela Swetlik - Bausparkasse Schwäbisch Hall AG

3 BENEFITS HAPPY CUSTOMERS The virtualization of hold-times reduces customer frustration with hold times and increases caller satisfaction and loyality. MORE REVENUE Reduces churn and increases customer conversion for new opportunities. MORE CUSTOMERS Improves contact center performance by lowering dropout rate. As a consequence, fewer potential customers are lost and revenue increases. MOTIVATED SERVICE AGENTS Minimizes agent stress and emotional pressure - lower agent churn. BETTER PLANNING Simplifies resources planning and management. Peaks of call volume are smoothened. Less staff is bound and significant cost reductions are achieved. LOWER COSTS Significantly lowers telecom costs through the fact that the caller only calls when it is their turn. SMART INTEGRATION WITHOUT SYSTEM CHANGES Through our platform independent interfaces, virtualq can be quickly and easily integrated into any system. No Training required.

4 THE VIRTUALQ CALL Notify by phone Callers are notified that they can wait virtually through the IVR system. Callers activate virtual waiting by pressing the appropriate key, and the call is terminated automatically. When the agent is ready for the caller, the caller is notified via text message or other channels. When they call within a time window, they will now be connected to the next available agent. In case the caller is using a landline, they are offered to be called back when up. Text Message Call Back THIS ASYNCHRONOUS WAITING IS AN ABSOLUTE NOVELTY. Ralf Mühlenhöver, CEO Enghouse Interactive D/A/CH-Region and Eastern Europa WORKS WITH ALL SYSTEMS AND TECHNOLOGIES

5 THE VIRTUALQ LINK Integrate virtualq directly into your website The caller will be prompted on your website to enter their mobile phone number and click a button to wait virtually. Once they are up, they will be notified via text messages or web notifications. The virtualq Link is a simple plugin into your website. By request, the appearance can be customized to your website or contact section. Text Message Waiting time 10 Min Waiting time 15 Min Customization to your individual design Direct customer feedback after every call EASY TO IMPLEMENT

6 THE VIRTUALQ APP virtualq s mobile app provides rapid time-to-market The user can see the current waiting time in the virtualq App and line up by the click of a button. The virtual line up works by clicking the desired service line. Once the caller is up, they will be notified via push notification and the next available agent will be reserved. With the virtualq App you can offer your user a unique service - without waiting on hold. Simple and without frustrations. Push-Notification Direct customer feedback after every call Option to integrate into your company apps OFFER YOUR YOUNGER CUSTOMERS OPTIONS TO CONTACT YOU VIA APP

7 VIRTUALQ IN-HOUSE Reduce waiting, increase productivity for your staff and sales representatives Reduce waiting and increase employee productivity: virtualq In-house App is the perfect solution for sales representatives, external branches and many more. Make live easier for your staff Save valuable work hours SMART INTEGRATION IN EVERY ACD Fast and easy integration into every system Integration in every ACD possible

8 Current ACD-Integration with: and many others possible. Our partners: What are you waiting for? Numerous awards from institutions like the Federal Department for Economy and Energy, the IKT Innovative price, and the Digital Content Fund speak for the high degree of innovation and the enormous potential for virtualq. Become part of our success story: Let us stop waiting on hold together and get your customers excited. virtualq GmbH Berlin Germany Palo Alto CA USA Phone: A Portfolio Company of