There are a very few things that customers dislike more than being placed on hold. Research has found that 31% of customers will not wait on hold for more than five minutes.
Even worse, many of these unhappy customers are unlikely to come back and give a business a second chance. Separate research has found that after a single bad experience:
- 58% of customers stopped buying from the business.
- 52% of customers switched to a different business for that particular product or service.
- 52% of customers told others not to buy that particular product or service from the business.
- 48% of customers were unlikely to consider that business when making future purchases of any kind.
Ideally, businesses would always be able to answer every single call. However, this is simply unrealistic. There are always going to be scenarios where agents are unavailable.
Fortunately, our all-in-one cloud phone system can be configured with a game-changing feature that delights customers rather than frustrates them: Queue Callback.
About Queue Callback
Let’s say that a customer calls, and no agent is available to immediately speak to them. Instead of asking them to wait on hold — which some customers are reluctant to do, and some customers refuse to do — the Queue Callback feature asks them if they wish to request a callback, and assures them that their place in the queue will be retained. In other words, they will not wait one second longer to speak with an agent by using the feature.
If they would like to receive a callback, the customer can confirm so by pressing a digit on their phone. Then the first available agent returns the customers call. Total amount of time spent on hold? ZERO!
The Bottom Line
An axiom on the business landscape goes: “if you don’t take care of your customer, then sooner or later a competitor will.” The Queue Callback feature helps businesses clearly demonstrate that they are dedicated to taking care of their customers — which can make ALL THE DIFFERENCE between keeping them on the roster vs. losing them forever.
Learn more about our game-changing Queue Callback feature. Call Carolina Digital Phone today at (336) 544-4000, or click the chat icon at the bottom of your screen.
Eric Lyon: Born and raised in Thomasville, North Carolina, and known throughout the community as a dedicated family man and active volunteer with his church, Eric Lyon has more than 13 years of experience in the telecommunications field, and holds multiple network certifications. He has also served as Chief Engineer in the design and installation of numerous VoIP projects. As VoIP Technical Support Engineer, Eric is inspired by the opportunity to help customers solve their problems and achieve their goals.