Fonolo has an interesting application that allows consumers to navigate a company’s voice response menus on a PC or an iPhone, enter a number for a call back and get called back by the next available agent. This front end can be implemented without changing an organization’s entire system. Customers may like the alternative to waiting on hold, increasing customer satisfaction and agents may be more productive handling problems they are trained for , without having to transfer customers.

Customers have been turning to social media to complain about companies on Twitter for a long time. Many businesses monitor Twitter for mentions and respond to irate customers. A new focus on Twitter is customers to complain about how long they have been waiting on ‘hold’ to access customer service. They use the hashtag #onholdwith. And a website, OnHoldWith.com tracks these tweets and reports them.

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