![]() ![]() “Mindful comes in, and we’re able to prioritize those calls, analyze when shift changes come up or we have an influx of available agents, then prioritize those customers using Mindful’s max queue depth, which is something we didn’t have with Five9.” Texts keep efficiency high all around.Īs a firm believer in omnichannel, we empower our clients to meet customers anywhere they are, offering transitions to anticipate their customers’ needs at any moment.ġ-800-PACK-RAT saw those benefits and implemented Mindful’s SMS-based callback notifications right off the bat. Josef is the boots-on-the-ground manager who assisted with Mindful’s integration into Five9, their chosen CCaaS platform. Whenever that happens, we can’t service all those calls within normal hold times” explains Josef Almorado, Systems Engineer at 1-800-PACK-RAT. ![]() “Let’s say our forklifts go down-that creates a big back pile of customers trying to reach our customer support team. The bottom line, however, centers around the customer experience. The experience is elevated even more as Mindful reduces over a minute of average seconds to answer for callbacks, giving customers a sense that the brand values their time. Speaking of waiting on hold, applying Mindful to their queues eliminated 304 days of queue time in 2021 alone for 1-800-PACK-RAT customers. With an 87% reconnect rate and a nearly seven percent decrease in abandonment, it’s clear that customers prefer to be called back instead of waiting on hold. The amazing thing about applying callback and all the transition pieces around it is its benefit to everyone-the customer, the agent, and, operationally, the brand. Elevated experience is better for both customers and agents. Mindful fit the bill there, too, bringing callback queues online with zero change in agent behavior without recoding or ripping out existing tech. The result? Hold times lowered 18% and abandonment rates dropped by nearly seven percent, giving much-needed relief to 1-800-PACK-RAT’s customers and the agents in their contact centers.ĭue to staffing constraints and the needs of the business, 1-800-PACK-RAT needed to implement quickly and do so with minimal disruption. With the best minds in the CX industry, our solutions engineers were able to get Mindful set up for 1-800-PACK-RAT in just a couple of weeks, with minimal changes to their tech stack and no additional training or skilling for agents. With Mindful, a small lift drives immediate impact. After all, playing phone tag with customers when their lives and homes were in transit across the country isn’t exactly a loyalty-building best practice.Īnd that’s where Mindful’s best-in-class callback came in. And as the contact center world was experiencing a historic shift to remote work, ramping headcount was nearly impossible when people couldn’t be in the same room together.Īll of these challenges added up to a chasm in customer experience and agent efficiency. Staffing was an incredible undertaking, with some agents relegated to returning voicemails. Of course, this operational step backward was just to bide their time while searching for something to alleviate their mounting abandonment and hold times.Ĭustomers’ frustration grew. So, they turned to what they knew they could manage: voicemails. In the midst of finding solutions as fast as possible, they attempted and ditched another callback solution after it caused unreliable hold times and poor customer experience. Of all the trends caused by the pandemic in 2020, long-distance moving provider 1-800-PACK-RAT got stuck between two: lockdown orders threw contact center operations and staffing into daily disarray…and over 15 million people decided to move. When your entire life is packed into a shipping container, customer service stakes have never been higher. ![]()
0 Comments
Leave a Reply. |
AuthorWrite something about yourself. No need to be fancy, just an overview. ArchivesCategories |