In today’s world, companies are striving more than ever to minimize customer contact. This finding was also confirmed by the Trend Study 23/24 by VIER, Damovo and RUF-Beratung. According to this study, “contact reduction” as a goal of companies in customer service is higher than ever before at 33%. But why is this the case and how can virtualQ help to support this trend?
The findings of the trend study 23/24
The 23/24 trend study examined the most important topics and trends in customer service. It became clear that companies are increasingly looking to minimize customer contact. One reason for this is the increasing cost pressure in many sectors, but also the growing importance of self-service offerings. Customers want to deal with their concerns independently and quickly without having to rely on personal contact.
The role of virtualQ in contact avoidance
One of the reasons for a high level of customer contact is constant peaks in customer service. In such situations, there is often an exponential increase in the number of contacts, as customers call again and again to resolve their concerns as quickly as possible. But this is exactly where virtualQ comes in: By avoiding redialing through automated callbacks, virtualQ reduces the number of contacts and thus supports companies in their goal of contact avoidance.
The reliable callback date from virtualQ
Instead of keeping the customer on hold, virtualQ offers a reliable callback appointment. This gives the customer the certainty that their request will be dealt with at a specific time and that they do not have to call several times. This efficient organization of customer contact also relieves the burden on employees, as they can concentrate on processing inquiries. ÖBB has been using virtualQ for several years for this purpose, among others.
Conclusion: Contact avoidance as an important trend in customer service
The results of the 23/24 trend study show that contact avoidance is becoming increasingly important for companies in customer service. virtualQ supports this development by avoiding continuous peaks and providing a reliable callback date. This not only satisfies customers, but also increases efficiency in customer service. You too can benefit from the advantages of virtualQ and minimize customer contact in your company.
