Media Client Speeds Up Resolution with Outbound Calls, Reducing AHT by 100 seconds and Increasing CSAT by 8%
Media Client Speeds Up Resolution with Outbound Calls, Reducing AHT by 100 seconds and Increasing CSAT by 8%
Industry
Competition is stiff across the media and entertainment industry, making support experience a key contributor to customer retention. When agents have the option to use outbound calls to resolve chat interactions that seem to be going nowhere, everyone involved is happier.
Challenge
For a well-known entertainment and streaming media brand, swift customer resolution via chat is often a challenge, characterized by:
- Excessive AHT for complicated troubleshooting and billing issues
- Poor chat communication leading to unhappy customers
- Agent-customer misunderstanding
Solution
Chat agents offered customers an outbound phone call to speed issue resolution:
- Defined criteria for Chat-to-Call use cases (i.e., long chat, complicated billing, lengthy troubleshooting, miscommunication, etc.)
- Trained agents on outbound dialing and when to offer Chat-to-Call
- Tracked CSAT daily on Chat-to-Call to assess overall impact
- Increased agents’ comfort level in transitioning to voice contact
Results
Using outbound calls to resolve some chat sessions ensured agent effectiveness and made customers happier:
- 8% improvement in CSAT scores
- 100 seconds reduction in AHT
- Increased Speed to Resolution
- Improved overall customer experience
- Increased agent efficiency
