Captivate Connect transports across the Gulf of Tunis.
Looking at the map of the Gulf of Tunis in plan view, you see that travellers from the left travelling across to the other side fall into a big hole before finding dry land on the other side.
Liken this to Customer Experience, customer from the left-hand side wants to buy from the call centre agent on the right-hand side. Between them is that HOLD time.
The customer has been attracted to your business by expensive advertising. They will have looked at the website for the facts and are now ready to do business and buy from you.
Excitedly, the customers dial the number in eager anticipation of having their last questions answered by a call centre agent. They are now confronted by that Gulf of Tunis, waiting On Hold – they fall into that gulf and suddenly realise that they are treading water, totally out of control, with nothing to do but wait indefinitely, or hang up.
Statistics indicate that 33% never call back.
Most call centres, forget about the customer in the Gulf of Tunis, the customer drowns in the sea of boredom subjected to whale sounds or computer-generated elevator music on repeat.
How can you fill in that Gulf of Tunis so the customer can smoothly sail from point A to point B?
Give them what they want! For the last 30 years, airline customers have been able to choose their own entertainment while waiting – they can choose to watch TV, movies, read magazines, play games or listen to podcasts. Why should waiting on hold be any different?
Crossing the Gulf of Tunis can be fun with the choice of music or other fun stuff, let them play a game or listen to a podcast while they wait on hold.
Captivate Connect invented JukeBox.
