Your stomach drops. You frantically search your pockets, dig through the contents of your purse and begin to panic. Everyone can identify with that feeling of losing or misplacing a credit card. It’s not a good feeling. The next step is to call the credit card company. This is clearly an urgent situation. Let’s hope […]
Increasingly, companies are implementing innovative technologies designed to improve customer service. And while we at VHT count ourselves as part of that technology ecosystem, we believe that humans, i.e., customer service reps, remain an integral part of every company’s customer service strategy.
Imagine that you’re watching a cable show on your television and you encounter an issue, e.g., the show has been disconnected. You need a customer service rep, so you press a button on your remote control to notify the cable company that you’d like a call-back. Moments later, a customer service rep calls you and […]
There’s an abundance of customer service statistics floating around, and it can be difficult to discern between the ones that matter and those that are simply conjecture. Understanding relevant statistics can be helpful in informing your customer service strategy. We’ve combed through some of the most commonly quoted customer service statistics to uncover the ones […]
Keeping customers happy is not always an easy task. Call centers can be overwhelmed by incoming calls and customers frustrated by tedious call interactions. However, there are simple actions that can not only keep the customer happy but also impress them. By making small changes in your call center process you can increase sentiment and […]
A study of online shoppers recently conducted by The Adcom Group for VHT showed when they run into a problem making a purchase, more digital shoppers call customer service (46.3%) for assistance than use online chat (35.4%). Why? The answer may be simpler than you think. Just like some people like vanilla and others prefer […]
Providing customer service is an age-old practice that has been around since the advent of commerce. Over the years, we’ve seen customer service evolve as technologies and companies have become more advanced. And now, as never before, consumers have also become technologically savvy. With the proliferation of communication devices and the ubiquity of Internet access, […]
The ability of a company or organization to recognize our limited time and energy makes us like them even more. Whether it’s a phone call to the cable company or a check-in with your cell phone provider to make sure they’re, well, providing, we hate to waste time waiting for them to answer our questions.
VHT’s Conversation Bridge is a multichannel callback solution that allows customers to request a customer service callback. Customers submit their request through mobile apps, social media, the web, consoles, and telephone. VHT connects to a business’ contact center to determine if there’s a queue, informs the customer of the expected wait time, then let’s the […]
Everyone has had to wait on hold in order to reach a company’s customers support. And universally, nobody enjoys waiting, especially if you are already annoyed about a product or service issue. Suffice it to say that forcing customers to wait too long for help can be a business killer.