Aiming to improve its communications path with customers, Suddenlink Communications has tapped a cloud-based platform from Fonolo to supply a customer call-back option that reaches out to customers directly instead of placing them on hold.
Suddenlink, which serves about 1.4 million customers, began to install Fonolo’s call-back platform in its contact center last July, and estimates that it has already saved customers more than 400,000 minutes in hold time.
With Fonolo’s “In-Call Rescue” in place, customers now have the option to press 1 on their touch-tone phones to receive a call back instead of waiting on hold, without losing their place in line. When the customer’s turn arrives, the system places a call to the customer with a live agent.
"Suddenlink is committed to providing a superior customer experience," said Gibbs Jones, SVP of customer experience at Suddenlink, in a statement. "Implementing Fonolo’s call-back solution has been a huge success. To date we have saved our customers over 400,000 minutes in hold time and reduced our abandonment rate by 25%. It’s clear that offering a call-back option is essential to providing excellent customer service."
About 75% of callers consider the notion of a call-back feature “highly appealing,” according to a Forrester Research study.