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“The higher satisfaction ratings have resulted in reduced churn levels, higher customer retention, and protection against the erosion of subscription revenues.”

Challenge

A global technology company with over $50 billion in annual sales that develops productivity software and manufacturers’ consoles and devices for the consumer entertainment industry was looking to bolster its customer retention strategy, in light of intense competition and an ever-changing consumer electronics and technology landscape.

Customers interacted with the firm’s software products and devices on a regular basis, but when they ran into problems, they were forced to dial a toll-free number in order to speak to a real person. Due to complex technical nature of these issues, average handle times were long.

Customer service reps had to authenticate callers, verify warranty information and perform initial troubleshooting steps before fully addressing the problem. The firm was looking for a way to enhance the customer experience by streamlining the customer journey. By doing so, they wanted to increase customer retention and loyalty in an industry where the cost of switching brands for consumers was low.

Reduced dependence on outsourced staff by 8%

Eliminated 325k potential abandons annually

Solution

The firm was already using VHT Callback™ to eliminate hold time for inbound callers, but they needed a different solution to bridge the gap between electronic devices and the contact center. They deployed VHT Conversation Bridge™, so that with a tap, click or press of a button on their controller, customers could request a callback from a specialist who could help them.

Since customers were logged into their accounts, their warranty information and device serial numbers were immediately available to the customer service representative when the callback took place. This meant that customer service reps could immediately start helping and didn’t have to frustrate customers by asking them to repeat information that they already entered earlier on in the process.

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Average call length shortened by 2 to 3 minutes

8 percent

Reduced dependence on outsourced staff by 8%

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Top box customer satisfaction scores rose 2% for callers arriving via Conversation Bridge

Real Results

The firm saw a reduction in the average handle time for calls that originated through Conversation Bridge, thanks to carrying over unique caller information, therefore shortening the verification process required and saving 2 to 3 of minutes per call.

These savings allowed them to help more customers, while reducing their dependence on outsourced staff by 8%. In addition, top box customer satisfaction scores rose 2% for callers arriving via Conversation Bridge, and bottom box satisfaction scores rose 3%.

The higher satisfaction ratings have resulted in reduced churn levels, higher customer retention and protection against the erosion of subscription revenues. The solution eliminates 325,000 potential abandons annually, which provides additional opportunities for cross-selling and up-selling. Not only that, the increased first call resolution also means that callers didn’t have to try multiple times to resolve their issue.

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