Teleperson's YouZak
According to a Google Consumer Survey of over 1,500 U.S. Consumers, nearly two-thirds of respondents noted they would be willing to wait ‘two minutes or less’ before hanging up and over 13% noted that ‘no hold time’ was acceptable. For those who do hold, the typical experience is one of advertisements on a loop mixed with “We appreciate your patience” messages.
This results in poor experience which can drive greater customer frustration with the brand and result in angry customers, lost revenues or negative social media reactions (or all three). With Teleperson’s YouZak, customers can choose to engage with various content, coupled by contextual recommendations (e.g., based on estimated wait time: 10-15 estimated wait time will lead to recommendations of media that fit that period, such as Ted talk or article). When the human representative is available to speak, the consumer will receive a pop-up alerting him to join the human representative.
Customers can set various media to default through their Teleperson settings. Media accounts can be synced to provide further information with Teleperson and the system’s AI can recommend specific media from each account with the appropriate timeline. YouZak will provide integrations with multiple media outlets.
Example media would include:
Just imagine actually enjoying the ‘hold-for-rep’ experience!
Now you don’t have to!
Join us as we make that vision a reality and chart the future of customer service for the better. If interested in speaking, don’t hesitate to reach me directly!
Thanks for reading :)