ProblemUltra-high call volume ties up infrastructure and throws off reporting.
SolutionReplace phone number on website with click-to-schedule widget.
ResultCustomers schedule callbacks without calling in the first place.
Ultra-high call volume
Some peak call periods fall way outside of expectations. This might be due to a new product release, a change in government policy or some sort of crisis like the pandemic or a natural disaster. If callers can’t get through, especially if they get a busy signal, they’re often likely to call multiple times a day. We’ve seen average call rates from single callers as high at 30-40 times a day with some as high as a hundred. This means a single caller becomes the same as an increase of 30-40 callers. Multiply that number by a critical call volume already and the results are catastrophic. Yikes!
Remove phone number from website and replace with click-to-call widget.
Many customers seek business contact information on your website or mobile app. In times of extreme call volume replace your published phone numbers with a link to Mindful’s click-to-call schedule widget. Implementation takes an hour or less and can even be updated to match your branding. Users are presented with a set of options for a callback from your call center. And you get to control the call volume and times. Calls can even be scheduled for days in advance.
Customers now have a plan, reduce repeated calls
The repeated call attempts by customers are really driven by uncertainty. With online call scheduling through click-to-call customers now have a plan. This has the potential to reduce call volume exponentially. With call volumes now spread out over hours or days agents are better able to manage needs. And callers demonstrate higher NPS and CSAT scores when their experience is predictable.
Works great for
Travel & Tourism
Better for brands.
Better for customers.
We use an adaptable blend of automation and conversation through talk and text to help your customers be more successful.