In this excerpt video from our Webinar, understand how to shift from reactive phone support and go from callbacks to inbound calls.

During the Webinar, Tom from the Support Driven community asked:

I’m working on a proposal to open phone based support. We’ve only done email and reactive phone support up until now. In other words we might call you back if you email us but you can’t call us. Does anybody has tips on this transition?

Learn in this part of the webinar what you need to know before going from callbacks to inbound calls and why understanding which customers you are aiming to serve when rolling out this service is key for your success.

Check the response here:

Featuring:


- Mark Bangerter, Director of Support, ClickFunnels

- Alessandro Angioni, Business Account Manager & Analyst, Azimo

- Dave Dyson, Senior Customer Service Evangelist, Zendesk

Check the whole Webinar recording here

Join the support-phone slack channel from Support Driven today!

Transcript:

I’m working on a proposal to open phone support. So far we’ve only done email and reactive phone support, so we might call you back if you email us, but you can’t call us. Do you have any tips on how to do this transition well and what kind of factors should I consider?

Alessandro Angioni

It’s very important to understand to which customers you would like to provide phone support and how often these customers might be in touch with your team. Based on that you can predict the number of calls that your customers would generate and how many agents you’ll need to put on the line. If there are more calls than expected, there will be a higher demand for agents on a line. As soon as this transition is completed, everything usually goes smooth from there. Thanks to SnapCall Dashboard tool, it is easier to forecast the amount of calls we’ll have in a certain period of the day, so it’s easier to manage agents according to the predicted needs. We know that customers tend to call mostly in the morning and in the late evening when they finish work. Based on the behavior of the customers and on the data we have, we are able to forecast the amount of incoming calls and have the best results possible.

Mark Bangerter

We were doing reactive phone support, where we would call customers that requested a callback. We were offering the call back to the same VIP customers to whom we’re now offering voice support. So when we started working with SnapCall, we rolled out voice support as an added value, as an exclusive and new feature.