Competition is stiff across the media and entertainment industry, making support experience a key contributor to customer retention. When agents have the option to use outbound calls to resolve chat interactions that seem to be going nowhere, everyone involved is happier.
For a well-known entertainment and streaming media brand, swift customer resolution via chat is often a challenge, characterized by:
Chat agents offered customers an outbound phone call to speed issue resolution:
Using outbound calls to resolve some chat sessions ensured agent effectiveness and made customers happier:
"Because of my ongoing issues, [the agent] asked to call me to help resolve the issue. She stayed on the phone while I verified that all services on the bundle worked." – Customer comment