But, that isn’t to say we’re altogether above growing irritated at excessive waiting times that are simply no longer necessary.
The fact is that, polite or not, surveys reveal an astounding 58% of people grow frustrated at things like call wait times, with 15% liable to hang up after as little as 40 seconds. In stores, too, shopping cart abandonment is reaching unfounded rates, leading to significant waste in the retail sector.
The reasons for this growing unrest vary, and online opportunities are primarily to thank. It’s now In this millennial era, most of us are used to getting what we want when we want it.
While it’s astounding to think of a UK that doesn’t queue, companies, especially retailers, must do just that to avoid losing sales, interest, and reputation. Luckily, the tech to achieve this goal is now within easy reach, and we’re going to consider the best options here.
# 1 - Seek self-service solutions
While many rallied against things like self-serve shopping assistants to begin with, 40% of survey respondents now prefer this to human contact. For shoppers in a rush or those unwilling to wait around, this is the only viable option.
As such, investing in self-service tech is no longer a choice. Everything from physical self-serve machines to DIY scanning units and more should be at the forefront of company priorities.
# 2 - Find funky phones
Remember, too, that 15% of phone-based customers will hang up after 40 seconds of waiting. Luckily, solutions like the voice, data, and mobile services by Gamma can go a long way towards tackling problems here.
By operating on a business-specific network, for instance, you can reduce traffic and thus make it much easier for consumers to get through. Features like improved call management through inbound routing can also make a huge difference to phone-in ease.
Companies like Scottish Power have even invested in call-back services that hold customer queue positions while letting them get on with their days for increased satisfaction at every turn!
Whether used online or in-store, such services rely on neural language processing to provide answers to common queries or make sure that consumers have access to the correct departmental teams.
This can take a great deal of pressure off your front-end staff and, ultimately, it’s sure to cut waiting times in half.
A UK that no longer queues is a new era indeed, but it isn’t one that businesses should be afraid of. In fact, with these solutions to hand, this could well secure you customers, rather than costing them.