Mission critical customer service: a true story

You awake early on a Friday morning, full of vigor and vim to finish early and get a jumpstart on your weekend. When you arrive at work you discover chaos. Your company’s domain registrar has redirected all of your web traffic to the wrong domain, effectively taking all of your services OFFLINE! Your online business is NOW closed!

Resolution at your domain registrar is delegated to an ill-equipped AI-based Interactive Voice Response (IVR) to troubleshoot your problem—despite the fact that the problem is NOT yours! The registrar’s support number doesn’t offer a human to assist with your immediate and mission critical support needs, making matters worse.

Unfortunately, all public numbers, including the main corporate phone number, the web domain phone number, the number in the last SEC filing, etc. all go to voicemail! You start frantically searching for an internal phone number in a desperate attempt to locate a human to resolve the problem. After draining half of your day, eliminating any hope of an early start to the weekend, you finally find resolution through an obscure LinkedIn connection who kindly forwards your concern to a live customer support agent!

This is a true story of a recent Friday morning of a biotech CEO. Although this exact issue might not have occurred to you, I am certain that you have experienced frustration when trying to find human support for a mission critical online service.

Advancement in technology such as mobile communications, cloud services, AI, IVR, etc. has led to amazing cost efficiencies and enhancements in the human condition. However, when there is a gap in the customer experience beyond the addressable limits of technology, the company has a decision to make: do nothing and suffer the consequences or insert a live support agent into the customer journey, as a last-resort.

This decision is a quantifiable business decision. Doing nothing means risking customer churn, expensive returns, and a hit on its NPS scores that increases the costs of future customer acquisition.  The rule of thumb is that it takes 12 positive customer experiences to make up for one negative experience[1]. However, most companies cannot sustain these consequences and continue to remain competitive.

Many CEOs are recognizing these gaps in their customer experience and are taking corrective action. As a result, investment in customer experience management solutions in 2021 increased to over $10.4 Billion (2021). [2]

urLive uniquely helps you bring the human element, seamlessly and instantly, back into the customer journey. With a single click of a web link, your customer is instantly connected by video call from your company’s website to a knowledgeable support agent who can quickly resolve problems. And if your team of support agents all happen to be occupied at that moment, no problem. Our integrated scheduling allows your customer to easily schedule a future video call. What if your support agent needs additional expertise on the call? Again, no problem because innovative features such as attended call transfer come to the rescue. These services and more are part of the virtual urLive PBX and its full suite of WebRTC communication.

Contact us at https://url.live/hello to learn more.

[1] Ruby Newell-Legner’s “Understanding Customers”.

[2] Fortune Business Insights, Customer Experience Management Global Market Analysis, Insights and forecast, 2020

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