Woony minimizes call duration!
How is call duration minimized?
Knowledge
Woony analyses clickstream data and provides information to the agents about the callers browse history and contents of the shopping cart. This gets you right to the point!
Routing
With Woony you can direct the call to the most suitable agent, based on geographic location, products viewed and stage in the purchase process
Priority
Your agents should spend their time on the most profitable customers. Woony presents visitor info, cart value and browsed pages, allowing you to patch the most important calls through first.
What is the typical feedback from customer surveys?
Customer service today...
What do consumers say?
Voice is preferred!
Most consumers still use voice as the main method of communicating with customer service.
Still shaky...
Bots and AI is the new craze. Facts show that they are only successful in 28% of cases.
Most frustrating service situations
These are the main reasons people get frustrated with customer service:
– Difficulty in reaching a contact person
– Lack of knowledge from the contact person
– Having to repeat information
Woony addresses all of them!
Intelligent routing based on viewed products, purchase stage and location is the key.