Customer Experience News & Trends

An online industry giant shows money can be made on the phone

In a day and age when most companies try to push customers online for help, this Internet giant is inviting them to call more than ever.

Google has long helped customers through email and online chat – and for that has maintained the highest customer satisfaction scores of all online businesses, according to a recent American Customer Satisfaction Index.

So why would the industry stalwart add a seemingly old-fashioned contact channel? Because customers wanted it, officials said.

To be more available to customers, Google added about 1,000 contact center agents, who take about 10,000 calls a week.

So far, customer satisfaction has remained high. And what’s better, many calls about Google AdWords lead to new or higher sales. Agents can give customers time and better explanations, which lead them to buy more, officials said.

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