Please, help yourself

  • ProblemCustomer attempts self-service, but needs agent assistance

  • SolutionOffer web-based callback scheduling within self-service pages

  • ResultsReduces voice channel calls from customers to lower costs

Problem

Customers attempt to solve problems using self-service pages on your website, but find they need help from an agent.

Sometimes you need a little help from your friends. We all know that offering self-service options to customers is easier and less expensive for businesses and often better and more satisfying for customers too. Though, some issues still require the assistance of a live agent. At this point a customer is likely to just call your general business line and leave the self-service experience.

Solution

Include a web-based scheduling form for callback link with Mindful on the self-service webpage.

VHT’s Mindful allows easy cloud-based or on-premise setup for web-based call scheduling on your website. (Setup often takes only a few hours). Should a customer realize they need the help of an agent, they can schedule a call right from the self-service webpage using our easy form scheduling widget. Customers can choose an ASAP callback or schedule one for a later time or date.

Results

Fewer calls initiated to the voice channel, plus more successful customers.

Even though customers escalate their self-help to an agent, they don’t have to pick up the phone. Instead, they get a predictable callback that fits their and your schedules. Not only does this encourage future self-service from customers, but offers you data about which self-service issues often escalate to agents. Use this to improve your self-service options.

Works great for

Banks

Government Offices

Insurance

Ask us how it can work for you.

We use an adaptable blend of automation and conversation through talk and text to help your customers be more successful.