|Photo Credit: basehorinfo.com|
Last year we wrote about a leading stock transfer company that saw the benefits of leveraging their Virtual Agent during tax season. This year, they are expecting to see the same results.
During the months of March and April, there was a significant spike in the number of interactions with the Virtual Agent compared to previous months. More and more people are looking to self-service options before grabbing the phone.
With the help of the Virtual Agent, this company, and companies alike, are able to
- Handle an increase in volume without the addition of more agents.
- Save money on support costs
- Increase customer satisfaction by providing their consumers with the answers they need, when they need them.
What are some ways your call center tries to manage spikes in support calls? Do you offer self-service options, and if so, are they easy to find on your website?