Put yourself in the shoes of your customers.
You have a problem with a service you're paying for and need to speak to the company providing it. You call them and get no answer; so you wait 10 minutes and call them again. Once again there is no answer.
You try to call again only for the process to repeat itself, so by this point you're gradually losing patience. Finally you get through to someone who answers your call, clearly flustered because they're busy multitasking, which results in them not dealing with your enquiry in the most professional or timely manner.
This consequently leaves you feeling disappointed at your customer experience, while from the company's point of view their reputation has been damaged – even if it is seemingly just a scratch on the surface because it's “only one customer”.
However, did you know? That 95% of consumers have taken action as a result of a negative customer experience, while 79% have told others about a negative experience – so even if it is just 'one' customer it could do more damage than you think.*
*RightNow 2010 Customer Experience Impact Report.
Publish Date: June 5, 2015 5:00 AM
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.
A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.
CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.
ChatGuard makes payments in Chat PCI DSS compliant and...
PH: 01442 458300
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