Customer Experience News & Trends

Will customer anger soon decline?

Coming to your contact center soon: Fewer angry customers.

New customer-friendly technology may curb anger and reduce the number of upset customers calling you.

Many customers are turning to the free online service LucyPhone, which allows them to call any toll free customer service line. Then if they’re put on hold by the company, they can be called back through the Web-based service LucyPhone when a contact center rep is available to talk.

On the contact center end, agents will hear “Lucy” when they pick up a line that a customer has used LucyPhone to call. Then they’ll be prompted to press a number to connect and the line will ring to the customer.

It’s similar to technology that Southwest Airlines, Aflac, IBM and Avon already use to let customers opt to be called back instead of waiting on hold.

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