Report: Effective Customer Communication
According to the Tide Software report “Effective Customer Communication,” based on an analysis of 100 large and medium-sized companies, an average of 150 customers may call a single department within 1 hour. The most common customer problems during contact include long waiting times on the helpline, lack of ability to contact the brand through other communication channels, and lack of call forwarding.
“Service automation, personalized contact tailored to hours convenient for the customer, call forwarding when the line is busy or outside business hours are still not standard solutions in many companies, which causes impatience, frustration, and often customer loss. Today’s technologies enable mobile and flexible solutions tailored to the needs of both large and smaller players,” says Jolanta Hryniewicka, Vice President of the Management Board at Tide Software.
What will you find in the Report?
In preparing the Report: Effective Customer Communication, we analyzed data on telephone calls over the past year. The data comes from the TOP 100 companies in the large and medium-sized enterprise sector, which are also our clients.
Did you know that…
- you are losing customers who cannot reach you when your employee is on a call with another customer?
- an average of 150 customers may call your company within 1 hour of your department’s operation?
- you will gain 20% more answered calls when you call from a different area code than the recipient’s number?
In the Report, you will find many interesting statistics on incoming and outgoing calls from companies in various industries—primarily debt collection, lending, retail and e-commerce, logistics, and photovoltaics. We invite you to read!
